Ramped in 30 Days, Growing by 60: How Financial Partners and Citadel Are Rebuilding the Frontline Employee Experience with AI

The old way of building a call center agent: three weeks of shadowing, a knowledge base last updated in 2019, and a prayer that the customer on the line asks something easy.

Kathy Sianis, SVP of Client Success & Partnerships at Posh, goes live with two people who decided to fix that. Michael Cooney, VP of Learning & Development at Financial Partners Credit Union, and John Miller, VP of Call Center Operations & Strategy at Citadel Credit Union.

Traditionally it takes years to build the knowledge, confidence, and judgment of a tenured employee. The question on the table is how much of that you can compress. Knowledge Assistant, so the right answer is one question away. Simulator, so reps blow the hard calls in practice instead of on a customer. CoachQA, so every call feeds the next one.

This is not a demo. It's two operators talking straight about what broke, what they tried, what the numbers say now, and what they'd do differently. Expect the honest version.

On the table:

• The old agent experience and the new one, side by side
• What ramp time looks like when practice comes before the live call
• Where confidence shows up in the metrics, and where it doesn't
• The growth conversations that started happening once reps stopped hunting for answers
• What surprised them