TrainingPros and IT Client Win Brandon Hall Group
Gold Award for Best Employee Upskilling Program

We’re thrilled to announce that TrainingPros, in partnership with a leading IT services company, received a prestigious Brandon Hall Group Gold Award for Excellence in the category of “Best Employee Upskilling Program.” This achievement reflects our commitment to delivering innovative and effective learning experiences that drive real business impact.
The Business Need: The award-winning program began as a response to a critical business challenge within our IT client’s customer service team. Traditionally, the team excelled at providing phone-based technical support with sales happening organically during calls. However, with the shift to asynchronous channels like chat and messaging, which accelerated during the COVID-19 pandemic, the team needed new skills to maintain business metrics like Net Promoter Score (NPS), Sales Conversion, and Revenue per Day per Agent.
This shift exposed a skills gap, particularly around transitioning from customer support to sales in digital conversations. To address this, the IT client and TrainingPros joined forces, bringing in specialized Learning Experience Designers to develop a comprehensive upskilling program. The goal? To enhance customer satisfaction, drive revenue, and equip agents to excel in sales-focused conversations while delivering exceptional support.
The Solution: TrainingPros and the IT company co-designed a phased and sequential blended learning program, anchored by the expertise of our Learning Experience Designers. Here’s how we structured it:
- Phase 1: Review and Greet – Agents learned how to use customer-provided information effectively to start and personalize conversations.
- Phase 2: Customer Tone – This phase focused on sensing and responding to customer tone with empathy, a vital skill for building rapport in digital channels.
- Phase 3: Conversation Agenda – Agents were trained to set a “virtual roadmap” to help customers feel comfortable and guided throughout the conversation.
- Phase 4: Discover – In this final phase, agents transitioned to sales conversations, using advanced sales techniques like funneling and targeted questioning to boost conversion rates and drive revenue.
The blended program included various modalities to engage and train agents effectively, from eLearning modules and whiteboard-style videos to TikTok-style microlearning for quick refreshers and virtual instructor-led training (VILT) sessions for real-time coaching. The combination of these formats ensured that learning was accessible, engaging, and retained.
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The Results: The impact of this upskilling program was impressive and measurable:
- Increased revenue per agent per day.
- Improved customer satisfaction scores (NPS).
- Higher sales conversion rates in digital channels.
Conclusion: This Gold award underscores the transformative power of a well-designed, blended learning program in equipping customer service agents to excel in a new era of digital-first interactions. The collaboration between TrainingPros and our IT client highlights how tailored learning solutions can drive significant business results.
We’re incredibly proud of this accomplishment and look forward to continuing our mission of
Why Blended Learning Makes Sense
Ready to work with us?
Is your organization ready to build an award-winning blended learning program? Do you need expert learning experience designers to drive innovation in your learning initiatives? Schedule a consultation with one of our industry-experienced relationship managers today.
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