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Unlock Customer Service Excellence for Financial Services

Thursday, February 14, 2019 2:00pm - 3:00pm EST  
Host: Association for Talent Development
By: Travis Thompson, Director, American Express

Customer-facing employees are in constant need of customer service training. The need for exemplary training is especially true in call centers of global financial services companies, where the quality and duration of each customer engagement is critical to business outcomes. The fast-paced nature of a call center can make it difficult to introduce changes, including getting buy-in from senior organizational leaders to support and invest in new approaches to training.

This webcast will present a case study of a 450-person high-impact pilot program where the leaders and team members of a global financial services company learned how to "connect with people." This approach helped participants become more aware and flexible in their interactions, leading to more effective coaching and mentoring, higher customer satisfaction, and cost savings.

In this webcast, you'll learn how this organization:

  • established a business case for increased investment in training
  • got buy-in to launch a new pilot
  • designed and launched the pilot.

Plus, you'll hear about the pilot outcomes, observations, recommendations, and next steps.


Travis Thompson
Travis Thompson

Director, American Express

Travis Thompson has spent the last 17 years of his career in financial services, with roles in technology, operations, call center management, and learning and development. Throughout his career he has been involved in helping business units achieve their objectives through the effective deployment of systems, processes, and people strategy. In his current role as director of innovation and capabilities, he is focused on helping modernize the learner experience using technology, science, and innovation. As a PhD candidate, Travis is actively involved in academic research involving the psychology of leadership, emotional intelligence, and personality preferences, as well as their impact on personal development and business outcomes

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