Microlearning: The Key to Improving Your Customer Experience, One Agent at a Time
On Demand Recording
By taking a new approach to frontline training, you can speed up time to competency, mitigate early turnover, and continuously build capability on the job, without taking agents away from their desks. An emerging trend dubbed “microlearning” is becoming increasingly popular with contact center and frontline leaders who need to engage a multigenerational workforce to deliver on their customer experience.
Join Jasha Fletcher, Head of Learning Solutions Architecture at BT Consumer to hear how modernizing her training approach helped her onboard 2,200 advisors in record time, reduce call backs and call handling time, and save a projected £26,000 (approx. $34,000 USD) by improving customer value by 5%.
Specifically, in this webinar, you’ll learn:
• Insights from a recent Ipsos study on the current state of workplace training in
• How BT Consumer—the UK’s largest provider of fixed-voice, broadband, TV, and mobile—improved its customer experience
• Steps you can take to start to move the needle within your contact center
Complete the form on the right and we will send you a link to the recorded version of the webinar.
Meet Our Speakers
Head of Learning Solutions Architecture
Jasha is the Head of Learning Architecture at BT Consumer, Customer Care, a division of global telecommunications company BT plc. BT is the UK’s largest provider of fixed-voice, broadband, TV, and mobile services in 180 countries. Jasha started with BT in 1997 as a Customer Service Advisor and has since held a range of various positions in the company, including senior management positions. Currently, she heads up the team of learning architects who create the learning solutions, as well as a team of designers who build the content to create exciting learning experiences for our front line teams and leaders in Consumer Customer Care.
Jasha likes to give things a go and can often be seen taking on new challenges and experiences. One of her most exciting experiences is jumping out of a perfectly good plane at 13500 feet over Auckland, New Zealand. It was a tandem sky dive and an exhilarating experience that she highly recommends! Another proud moment for her is being part of the winning team at the Learning Technologies Awards in November of 2017. Here BT won for transforming their new entrant training with Axonify.
President and CEO
Carol Leaman is the CEO of Axonify Inc., a disruptor in the corporate learning space and innovator behind the Axonify Microlearning Platform—proven to increase employee knowledge and performance necessary for achieving targeted business results. Prior to Axonify, Carol was the CEO of PostRank Inc., a social engagement analytics company that she sold to Google in June 2011. Previously, Carol held CEO positions at several other technology firms, including RSS Solutions and Fakespace Systems. Carol is a frequent speaker, a regular contributor to Fortune magazine and a well-respected thought leader, whose articles appear in various learning, business and technology publications. She also sits on the boards of many organizations, both charitable and for-profit, and advises a variety of high-tech firms in Canada’s technology triangle.
Carol has won multiple awards, including the Waterloo Region Entrepreneur Hall of Fame Intrepid Award (2011) and the Sarah Kirke Award (2010) for Canada’s leading female entrepreneur and she is a finalist for the Techvibes Entrepreneur of the Year Award (2017).
Execs In The Know
Chad McDaniel is a well-known advocate for the Customer Management Executive. He works tirelessly to showcase the success of today's Customer Executive.
Execs In The Know believes that advancements in customer success are created when leaders share experiences, outlooks and insights - “Leaders Learning From Leaders.” Our mission is to provide measurable value to the corporate customer executive, by delivering customer experience improvements, in an efficient and effective manner.
Execs In The Know connects customer professionals to valuable content, thought leadership, industry insight, peer-to-peer collaboration and networking opportunities. We support the customer professional in a live format by hosting national events (Customer Response Summit) and conducting a series of Executive Think Tanks.
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