Description

Associate retention and proficiency begin long before an agent takes their first customer interaction.

Join us for a discussion on how leading organizations are redesigning the entire new hire experience—from setting honest schedule expectations during recruiting and ensuring technology readiness before day one, to applying the latest adult learning science and aligning facilitation standards across a global organization.

We'll also explore how AI-powered simulation tools are helping new hires build confidence with customer conversations and system navigation before ever interacting with a live customer, accelerating time to proficiency while creating a smoother onboarding experience and improving early-tenure retention.

We’ll be joined by Sam Lindo, who recently led efforts to redesign the new hire experience for a global customer service organization supporting thousands of associates. He'll share practical insights, lessons learned, and facilitate a discussion on what today's leaders can apply within their own organizations.