In this episode of Agency Intelligence podcast, host Jason Cass interviews Kelsie Hoehne Manager of Quality Assurance and Agency Training at TRICOR Insurance. Kelsie talks about the importance of building and maintaining a culture of learning within your agency. Episode Highlights: Kelsie introduces herself and shares her background. (2:02) Kelsie discusses the TRICOR learning management system as well as its importance in creating and delivering consistent content that allows for transparency. (6:05) Kelsie shares that the reason they are not leaning towards virtual employees is that they are currently focused on maintaining and managing internal hires. (8:21) Kelsie mentions the importance of having a clear trajectory in order to understand and provide immediate value toward your goal. (12:51) Kelsie explains that failure should be treated as a learning opportunity to build culture and psychological safety for those new to the industry. (14:43) Kelsie shares that one of the things they are working on is emphasizing the culture of learning in the company. (17:30) Kelsie elaborates on how important it is to build a strong relationships and connection with your employees. (21:43) Key Quotes: "The things that I remember most distinctly when I was new to the industry, are the times that I royally screwed something up because it was an out-of-the-box situation." - Kelsie Hoehne "The culture is what keeps people, right? I think our greatest tool in the toolbox in terms of retention is building connection and a culture that they don't want to quit." - Kelsie Hoehne "I think empathy is a cornerstone, not only in, like our claims process and just our day-to-day interactions with clients. It's a critical piece when we're talking about maintaining the humanity of the workplace" - Kelsie Hoehne Resources Mentioned: Kelsie Hoehne LinkedIn TRICOR Insurance LLC Reach out to Jason Cass Agency Intelligence

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