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Mike Routledge: Speaking at the Call and Contact Centre Expo

Mike Routledge

Director  -  Intuitive Learning Ltd

Effective Learning Techniques in a Digital World

Our seminar presentation will examine learning techniques in a digital world and the effectiveness of traditional learning methods. We’ll look at mobile learning and the role artificial intelligence plays. We’ll explore ROI, CSAT, employee engagement, knowledge retention and the importance of consistency and aligned knowledge in regulated environments. And finally, well look at the point where training ends and learning begins and how best to bridge the gap.

3 key takeaways from session:

• Why AI should be enhancing your employees, not replacing them
• What we can expect from technology in Call Centre L&D in 2020
• Why improved knowledge retention results in enhanced CSAT and NPS scores

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