Organizations that make large investments in people typically have lower employee turnover, which is linked to higher customer satisfaction and profitability. Companies are investing thousands of dollars per employee in training. Are those investments paying off? Susan McDonald Osborn, Call Center Learning Strategist, will present common flaws in training programs and provide practical strategies for ensuring that training dollars translate to performance on the call center floor
Susan McDonald Osborn is a Learning Strategy Consultant who assists organizations in maximizing the productivity of their workforces. With a master’s degree in human performance technology and over 20 years of experience, Susan brings best practices from both government and commercial entities to bear when working with call center clients. She has a strong background in learning solutions – from traditional classroom experiences to learning programs that combine high-tech and high-touch delivery methods. As a member of the BenchmarkPortal team, Susan conducts assessments of call center learning practices and programs, which enables her to recommend strategies for ensuring that investments in training contribute directly to top box performance.
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