Transformative Training: Producing Ongoing Results

Transformative Training: Producing Ongoing Results

with Roy Atkinson , Fancy Mills
Tuesday, Jul 23, 2019

Transformative training contains key components that are critical the learning process, and the learning process is critical to shaping attitudes and behaviors in the support organization.

In this webinar, we’ll discuss four key components of transformative training that will help your organization deliver the right messages to new hires as well as develop your existing staff.

We will also share HDI’s latest data on:

  • The training topics organizations are delivering
  • The methods used to deliver training
  • The amount of training received at various levels
  • The time to proficiency for new hires

You will learn how training integrates with the actions of the job itself, making learning an ongoing process.

Who Should Attend:

  • Support center/service desk leaders who need information about how transformative training is an ongoing process that delivers


Fancy Mills, Director of Training and Content, HDI / ICMI


Roy Atkinson, Sr. Writer/Analyst | HDI

This webinar is being hosted on HDI's BrightTalk channel. You will need to have a BrightTalk account to register for the webinar. Fortunately, registration is free!

About Our Speaker(s)

Roy Atkinson
Senior Writer/Analyst

HDI's 2019 Lifetime Achievement Award honoree Roy Atkinson is one of the top influencers in the service and support industry. His blogs, presentations, research reports, white papers, keynotes, and webinars have gained him an international reputation. In his role as senior writer/analyst, he acts as HDI's in-house subject matter expert, bringing his years of experience to the community. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business, and he is a certified HDI Support Center Manager. Follow him on Twitter @RoyAtkinson.

Fancy Mills
Group Training and Content Director
As the Director of Training and Content for HDI, Fancy brings more than 20 years of experience specializing in consulting, training, and human resource development. Her main area of focus has been working with service and support centers and contact centers across various industries to optimize their performance. As an ICMI and HDI Business Associate, she certified thousands of service and support professionals, managers, directors, analysts, agents, technicians, and corporate trainers around the world in virtual and classroom environments. In addition to training, she has developed and facilitated customized curriculum and training and consulted for Fortune 500 companies in the areas of customer service, customer experience, quality management, workforce management presentation, communication, and time management skills. Fancy has also served as a session speaker for various industry conferences and events such as Fusion, HDI, and ATD. While at HD/ICMI she served as a chair for International Certification Standard Committees, served on certification testing committees, conference committees, as well as published articles for SupportWorld Magazine. Fancy holds a master’s in human resource development with a specialization in adult education from Texas A&M University. She is a published author on generational conflict strategies and was a featured speaker at the 2016 TEDx TAMU speaking on The XYZ Strategies for Succeeding in a Multi-Generational World. She served on the Texas A&M Graduate Advisory Board and the Steering Committee for The Academy for Future Faculty and was awarded the 2016 Senior Fellow. She was also selected to serve as the Student Representative Commencement speaker for graduation. A fifth generation Texan, Fancy lives in Austin, Texas, with her husband Kevin, son Mills, and their tabby cat Sparky. She's an avid sports fan, including supporting the Dallas Cowboys and all Texas A&M sports. Her favorite team is anyone her son is playing on!