Brian Clancy

Learning and Performance Improvement (Contact Center Op) AARP

Why Brian?
Brian currently directs all adult learning and continuous performance improvement efforts as well as customer satisfaction and engagement for AARP’s outsourced membership contact centers. Additionally, he oversees Knowledge Centered Service (KCS) adoption supporting Ai-driven self-service. At CCW Nashville, his session will cover how to elevate CX and drive metrics through self-learning and peer-to-peer coaching by disposing of traditional contact center trainers.