Survey Optimization Strategy
To measure training and change management effectiveness, our client wanted to conduct a midpoint survey of over 13,000 customer service employees. However, they struggled with how to ensure they got back responses from this number of people and how to analyze this many surveys without adding cost and straining resources.
Survey Analysis Drives Cost Avoidance
Recommended changes to the approach our client used to measure training satisfaction documented differences between work groups that avoided unneeded redevelopment costs.
Decision Making Simulations
Teaching decision making for frontline scheduling coordinators was difficult to manage in the classroom because of off line system availability and other limitations. We were asked to develope an online solution that could be integrated into the classroom.
Global Certification Initiative
Our client needed to roll out a global certification training program to support product certifications and regulatory approvals. We were asked to create globalized training for different work groups based on recorded webinars created by various SMEs.