Justin Norlin

Manager, Contact Center Training
Choice Hotels
Justin is the Manager of Contact Center Learning for Choice Hotels International. Choice Hotels International, Inc. (NYSE: CHH) is one of the world's largest hotel companies. With over 6,500 hotels franchised in more than 40 countries and territories, Choice Hotels International represents more than 500,000 rooms around the globe. As of June 30, 2017, 792 hotels were in our development pipeline. Our company's Ascend Hotel Collection®, Cambria® Hotels, Comfort Inn®, Comfort Suites®, Sleep Inn®, Quality®, Clarion®, MainStay Suites®, Suburban Extended Stay Hotel®, Econo Lodge®, Rodeway Inn®, and Vacation Rentals by Choice Hotels® brands provide a spectrum of lodging choices to meet guests' needs. Justin has been with Choice Hotels for more than seventeen years. Although he expected Choice to be “just a job” while going to college, it quickly turned into a career. While completing his Bachelor of Science in Business Management and International Business he held positions of Sales Representative, Contact Center Coordinator and Contact Center Trainer. Today, he manages the Contact Center Training Team which provides training for our more than 800 associates in 9 different international contact centers and partner sites. Focusing on fun and interactive participant centered learning, he and his team have developed strong relationships and positive results with both the internal and partner site employees.

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.