TrainingPros and IT Client Win Silver Brandon Hall Group Award for
Best Program for Upskilling Employees

We are thrilled to announce that on August 22, 2024, TrainingPros, in partnership with one of our IT clients, received a prestigious Silver Brandon Hall Group Award for Excellence in the category of “Best Program for Upskilling Employees.”
The Business Need:
The award-winning initiative stemmed from a pressing need within our IT client’s customer service team. Historically, the team worked with customers over the phone and focused on technical support and troubleshooting, with sales happening organically as part of the phone call. However, the global COVID-19 pandemic in 2020 led to a dramatic increase in customers using asynchronous channels like chat and messaging, which posed a challenge for the team, impacting business metrics such as Net Promoter Score (NPS), Sales Conversion, and Revenue per Day per Agent.
Upon recognizing a gap in their customer service agents’ skills, particularly around transitioning from support to sales in chat-based interactions, the IT client collaborated with TrainingPros instructional design consultants to design a comprehensive upskilling program. The goal was to improve customer satisfaction, increase sales, and equip the agents with the knowledge and confidence needed to drive revenue while maintaining superior support standards.
The Solution:
To meet this need, TrainingPros and the IT company developed a blended learning program tailored specifically for agents and their supervisors. The program included multiple learning modalities such as Virtual Instructor-Led Training (VILT) sessions, eLearning courses, role-playing activities, and 360-degree feedback sessions. The phased learning approach introduced skills like reading customer tone, managing conversation agendas, and using advanced sales techniques.
Notably, the program integrated cutting-edge eLearning technology, such as interactive Articulate Rise courses, “TikTok”-style microlearning videos, and a virtual game to reinforce learning objectives.
The Results:
The program delivered outstanding measurable results:
- Revenue per agent per day increased.
- Customer satisfaction, as reflected in NPS, improved.
- Sales conversion rates increased.
Conclusion:
This award highlights the success of the blended learning upskilling initiative in transforming the IT company’s customer service team into a revenue-generating force while maintaining excellent support. The collaboration between TrainingPros and the IT client is a testament to the power of innovative learning solutions in driving real business results.
We are proud to celebrate this achievement and remain committed to helping our clients meet their evolving business challenges through strategic learning and development solutions.
Why Blended Learning Makes Sense
Ready to work with us?
Is your organization ready to build a world-class blended learning program? Do you need top designers to help you innovate? Speak with one of our industry experienced relationship managers today.
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