Shannon Burch


Market VP
ATB Financial


11:00 AM Toss the Call Scripts: Engage Agents and Customers with a Dynamic Knowledge Base

  • Replace call scripts with a much more dynamic knowledge management solution
  • How effective knowledge management can become an empowerment tool

11:00 AM Models for Empowering and Engaging Agent Training

  • Finding the mix of classroom instruction, role playing, shadowing
  • Achieving the right mix of product/service specific instruction with critical soft skill and communications training


Check out the incredible speaker line-up to see who will be joining Shannon.

Download The Latest Agenda