Episode description

The operations role in embedding learning

Garry is the Contact Centre Specialist and knows from his vast experience that training in isolation will rarely if ever work. Garry shares how he takes an all-consuming approach that ensures the whole operation is involved in managing learning interventions that truly stick. Believing that training is the "solution" is, to quote Garry, an "abdication of responsibility" and we explore how the role of the Team Leader and senior management is critical in delivering a successful outcome.

https://www.fabsolutions.co.uk

https://linkedin.com/in/garry-gormley-fism-the-contact-centre-specialist