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WEBINAR RECORDING

Rethinking frontline training for real conversations

This Learning Luminaries webinar features Andrew Sims, Senior Learning Performance Consultant at USAA. He discusses how he’s modernizing frontline call center training by creating realistic practice environments where learners can safely make mistakes, build confidence, and prepare for sensitive member conversations before they happen on the job.

Learning Luminaries features innovators, creators, and leaders at the forefront of workplace learning.

Watch the replay.

In this webinar with Andrew Sims, you’ll learn how to:

  • Use interactive scenarios to simplify frontline processes and improve learner performance.
  • Measure and communicate the real impact of training on performance, efficiency, and business outcomes.
  • Shift from “talking at” learners to facilitating hands-on experiences that improve engagement and retention for customer-facing teams.
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There’s a lot of opportunity to move away from talking at people and get a lot more hands-on.

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Andrew Sims, Senior Learning Performance Advisor at USAA