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Highlights:
Cingular was interested in keeping their reputation as best-in-class sales and service. My team was tasked with designing a webinar for the customer service reps to rollout a new coaching program and tools.
Challenges:
The need for speed is great within the wireless world with the churn of customers dictating quick responses and immediate adjustments. Working within these confines to develop solid webinar training was exciting and we produced great content to support the implementation of the coaching program.
Click here to see content sample.
Highlights:
Intercontinental Hotel Group had a problem needing resolution. The front desk clerks at their hotels were not recommending their Priority Club Rewards program. We were tasked with creating 30 minutes of stand up training content to be delivered globally at hotel sites.
Challenges:
We created content chunks, provided time for learners to interact with the information and created job aids/reference materials so they could "own" the content. Our driver was the end user experience to affect a change with how our audiences approached customers. Translating the content into various languages was interesting and we found ourselves on conference call all hours of the night.
