Brian Clancy

Manager, Learning & Performance
As the Manager of Contact Center Operations Learning & Performance Improvement for AARP, Brian oversees training, quality and performance improvement for AARP’s outsourced membership contact centers. As well, Brian manages the messaging efforts for all contact center channels, which encompass integrated knowledge management as well as Email, Whitemail, Social Media and Chat response content. Brian brings over 25 years of experience designing and implementing learning programs and driving performance improvement in the non-profit sector. Having designed and implemented a continuous learning program at AARP, Brian reduced knowledge transfer delivery time by 50% and improved speed to proficiency by 90%. Brian has also worked with smaller non-profits and businesses advising on change management and integrated communication strategies. As a trained facilitator, he specializes in group dynamics and decision-making. Brian has also presented at the Servant Leadership Research Roundtable hosted by Regent University, ICMI Expo & Conference and Call Center Week- Public Sector.

12:00 PM Executive Panel – BUILDING L&D PARTNERSHIPS: How to Manage Agent Training Collaboratively with BPO’s

In-house contact centers own all things L&D, however when your company utilizes one or more outsourced partners for some or all of customer care, contact center L&D becomes more complex. This panel discusses how to go about managing L&D aspects of outsourced contact center relationships.

2:00 PM L&D as a Millennial Engagement and Retention Tool

Both from a training and a development standpoint, L&D strategy can play a surprisingly critical role in millennials engagement. This IDG addresses what pieces of L&D strategy are most important for millennials, including sleek learning experiences and gamification.