Lisa Iles, Retention Agent in the Mortgage Solutions department at MCAP, a leading independent Canadian mortgage company, talks about the contact center environment, the demands of her role, her knowledge requirements, and her experience with Axonify.
Other content you might be interested in
Continuous Learning in an Age of Continuous Turnover
Agent development doesn’t end after the first 60 days. Your training support shouldn’t either. So what is the right approach?
Contact Center Training Content Essentials
When it comes to content, we've got you covered.
Axonify for Contact Center
Agent engagement drives better customer experience
Contact Center Agent Performance Improvement Platform
Improved agent performance starts with training. Get your agents up to speed faster so they become productive and move the needle on the metrics that matter most to your business.
Innovative Training for the Contact Center
Frontline agents are under pressure to perform in a role that has become increasingly challenging due to more complex products & services, constantly updating information, & an informed customer base.
Lorraine Williams from Rogers
explains how she feels supported by the Axonify team to achieve success.
Sharon Scott from Waste Management
talks about the benefits of Axonify vs a traditional LMS.
Improve your CX, One Agent at a Time
By taking a new approach to frontline training, you can speed up time to competency, mitigate early turnover, and continuously build capability on the job, without taking agents away from their desks.
Webinar: 3 Key Strategies to Re-Imagine Agent Onboarding
It takes an average of 11.5 weeks to onboard just one agent - and one in three agents will leave your organization within the year. The time to reimagine your approach to onboarding has never been mor
Ricky Hinde from Cell C
talks about how he can now pinpoint exactly what areas of the business need improving to effect change.
State of Workplace Training in Contact Centers
Contact centers are known for high turnover & constant onboarding requirements. Learn how to increase employee retention and increase engagement in training.
BT Case Study
Find out how BT improved customer satisfaction while significantly reducing onboarding time, repeat customer calls & call-handling time.
Taking eLearning and Agent Training to the Next Level
Online Education solution providers offer innovative options that are changing the face of agent training.
Training: The Times They Are A'Changing
Brain science research has identified cognitive strategies to improve knowledge retention and learning engagement.
MCAP Case Study