The Edge is back and bolder than ever with our first guest of Season 2, Ben Sieke, Director of Talent Development and Learning for Delta Dental of California and affiliates. In this first episode, Ben shares how the organization developed a customized learning program for its customer service representatives. The goal? Deliver innovation to the human side of the customer experience, by building reps’ skills in areas such as problem-solving. The outcome? Reinvigorate the contact center to not only meet, but go above and beyond customers’ expectations—leading to increased customer satisfaction and net promoter ratings.