State Farm is known for its exceptional customer experience (and hilarious commercials!). To deliver this personalized and efficient experience, support agents and team members must be properly trained and empowered to provide great service -- which is not always easy to do during times of high call volume and agent turnover. Kaye Hacker, AVP Learning & Development at State Farm, is implementing a new learning model, where training is done in real time and at the moment of need, which will deliver better results now and for years to come. Kaye will share her recommendations on how to:
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State Farm