Micah is the VP of Product Management for ProcedureFlow and is passionate about new approaches to process documentation and human knowledge sharing. After graduating from the University of New Brunswick’s Computer Science program in 2005, Micah started working at Whitehill Technologies, where he created and patented software to quickly build and maintain knowledge bases. In 2011, Micah started working within Innovatia’s R&D group (ProcedureFlow’s parent company) in the areas of semantic search, enterprise search, taxonomies, Knowledge Centered Support (KCS), lean six sigma and process documentation. When he''s not helping customers with their documentation needs, he''s outside playing with his six kids, solving a Rubik''s Cube or helping out at his local church.
Solving the Mystery - How To Make Your Agents Experts Faster
Teaching a new agent everything they need to know for their first call is a daunting task. Typically, by the time they are fully proficient they are ready for a promotion or are moving on. This session will unravel the mystery of how you can reduce training time, help agents have better customer conversations and feel fully supported through their challenging first few months on the phone