During 2019, our CastiaRx Contact Center transformed from the ground up to better utilize our talented people, comprehensive training and world class solutions to serve members. Travis Potter, Lead Trainer, Operations and Systems, provides the expertise and inspiration for this evolution, creating curriculum, providing guidance and continually evaluating the approach that is the heartbeat of the center. Earlier this year, Travis introduced a new hire training program that includes 4 weeks of classroom instruction and 2 weeks of “nesting” side-by-side with seasoned representatives. Our experts in Omaha and St. Louis made significant contributions toward developing the training materials.