July 2022
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Two female and one male customer service representatives work in front of computers. A spotlight is on the male customer service rep.
TD Magazine

Training for the Right People at the Right Time

Thursday, June 30, 2022

When customer service agents' performance dips, this development initiative delivers targeted training to improve results.

Liberty Mutual's training and knowledge management (TKM) team supports frontline sales and service staff's onboarding and ongoing development. Service agents at the company, a large provider of personal lines of insurance in the US, support millions of customer calls annually, answering questions and processing endorsements related to their property and casualty


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