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.

Day Three - Main Conference & Expo: Thursday, January 30th, 2020

Thursday, January 30th, 2020

2:10 PM Dispose Traditional Trainers: Elevate CX and Drive Metrics through Self-Learning and Peer-to-Peer Coaching

+ “Sage on Stage” vs “Guide on the Side”
+ Activate self-paced active learning for optimal agent engagement
+ Create a community of learners who are invested in each other to drive camaraderie, guidance and coaching in your contact center

Check out the incredible speaker line-up to see who will be joining Brian.

Download The Latest Agenda