Most organizations have a call center that fields internal and external questions about products and services offered by the company.

The way an organization deals with how call center training and learning is handled in the company, can falls on the shoulders of few subject matter experts (SMEs), who are typically managers and supervisors. Most training is designed around frequently asked questions (FAQs) and new operating systems, and services or products. Delilah Reynolds will present on how she has led call center training based on leveraging quality assurance and continuous improvement principles as well as the internal subject matter expertise within the organization.  Doing this with a defined rapid response approach as well as an ongoing training process, she’s helped organizations reduce the time spent developing call center training, including on-demand training systems. Her passion for effective change management and knowledge management has helped influence training and education beyond the call center business function.