Every strong customer experience begins with a team that feels confident, supported, and prepared.  But as workplaces change, with remote work, new tools, and faster technology, how we train and connect with our people has to change too.  In this episode of the Etech Leadership Table CX Podcast, Manu Dwievedi sits down with Michelle Norcross, a Contact Center Expert who has spent years helping teams grow through learning that’s simple, practical, and meaningful.  Together, they explore how training can be redesigned for today’s world — shorter lessons, real-time coaching, and technology that helps people learn in a more personal way. Michelle shares how small improvements in how we teach, listen, and give feedback can make a big difference in how teams feel and perform.  About the Episode   This episode is all about keeping learning human in a digital workplace.  Manu and Michelle discuss what modern training looks like when it’s done right, easy to follow, built around real needs, and designed to help every team member succeed. You’ll hear real stories from Michelle’s years leading contact center teams: what broke when everyone went remote overnight, what actually works when training in short bursts, and how AI went from intimidating to empowering.  From blending technology with empathy to making training more flexible and engaging, you’ll discover ideas that can help any organization build stronger, more confident teams.    Why This Conversation Matters    Make Learning Stick: See how bite-sized, focused lessons help people remember and apply what they learn  Stay Connected: Learn how human connection builds confidence, even in remote and hybrid environments   Use Tech with Purpose: Find out how AI and digital tools can make learning easier without losing the personal touch.  Keep Growing:Understand why ongoing coaching and real-time feedback keep teams engaged and motivated    What You’ll Learn    How to make training flexible and engaging for everyone How role-playing and real-world simulations help agents go from knowing to doing  How to use AI and tech to personalize coaching The value of short, focused training sessions Simple, practical ways to build connection and confidence when everyone’s working from different places.  Meet the Experts   Michelle Norcross – Contact Center Expert    Manu Dwievedi – AVP, ETS Labs  Watch Now: Transform Your Contact Center Training Strategy   See how smart contact centers are making training more meaningful, more effective, and more human even in a digital world.  Learn simple, practical ideas you can use right away to help your team feel more confident, more supported, and ready to create great customer experiences.  Because when your people feel valued, your customers feel it too.  👉 Watch the full episode now and ignite transformation in your organization.  📢 Don’t miss future conversations on leadership and CX — subscribe to the Etech Leadership Table CX Podcast.