Topics: Program Design & Delivery
Comcast, having grown by acquisition, had many versions of call center new hire training. Comcast’s Customer Service New Hire Experience was developed to create a program that will, when completely rolled out, provide a consistent experience for all call center employees, while enabling local customization where needed. The New Hire Experience uses a sophisticated learning platform that enables facilitators to work with new hires in a variety of different ways. The new program also requires that learning professionals undergo their own extensive training to become certified facilitators. Early returns are extremely positive, with improvements in key measures such as first call resolution and customer service.
“I’m grateful to be in this network. The calls I had with other members gave me the information I needed to move my project forward.”Annette RollsLeadership Development Program Designer, Boeing
“We were able to realize almost immediate value—in terms of definitively quantifiable savings—by implementing the concepts introduced during this [Art of Negotiation] program.”Ken MurphyEVP of Sales and Operations, Mattress Firm
“In my particular case, I certainly care about the HR functions, but that’s not why I wake up every day. I care about advancing the ball down the field with our people’s professional development skills and knowledge. You guys focus 100% on the learning piece, and that’s what I like.”Jim StewartCLO, Teradata