Lisa Fleming is an Austin-based Learning and Development expert with 20+ years' experience in development of employees, process and productivity, performance management and curriculum design. Proficient in adult learning theory and methodologies. Exceptional developmental skills in all phases of project management and delivery of blended learning solutions and work-integrated training.
Day 2 | Thursday, March 13
3:45 PM Maximizing Productivity Through Effective Knowledge Management
How can agents be empowered with the right information to assist with any customer inquiry? This can be especially challenging in highly regulated industries where processes are complex. Learn how Allergan Aesthetics reduced call-backs by 91%, accelerated agent proficiency by 50%, and reduced the number of escalations and incorrect transfers by empowering their agents with the right knowledge management strategy.
Key Takeaways:
- Insights on how to assess the current state of your knowledge base to increase agent resourcefulness.
- Proven ways on how to structure your training and onboarding program to maximize agent agility.
- Develop a strategy to uncover barriers of proficiency and how you can overcome it.
Check out the incredible speaker line-up to see who will be joining Lisa.
Download The Latest Agenda
