August 19 - 21, 2018
The Loews Chicago Hotel, Chicago, IL

Sandra Baglione


Head, Learning & Development
RBC Financial


5:10 PM A Digital Transformation Journey for Call Centre Training

The focus of this presentation is to share learning related to the transformation of the RBC call centre training across Canada from 100% face-to-face instructor led to digital and virtual. Sandra Baglione will discuss the shift from formal to informal and how it was brought into design. The presentation will cover what they planned, what they learned along the way and they pivoted.
·         Achieve efficiency through virtual cohorts
·         Develop modern, relevant content, consistent with today’s learner needs
·         Improve the ability to curate and deliver
·         Achieve better trained, more proficient employees 


Check out the incredible speaker line-up to see who will be joining Sandra.

Download The Latest Agenda