October 22, 2024

TrainingPros is proud to announce that it has been awarded the prestigious Gold in Blended Learning at the Chief Learning Officer’s Learning in Practice Awards for its innovative program developed in collaboration with an IT services client. This award recognizes the exceptional efforts made to enhance the skill set of customer service representatives during a critical period of transition.

The Need:

The COVID-19 pandemic significantly increased the demand for customer support via messaging channels, requiring customer service representatives to quickly acquire new skills. The initiative aimed to bridge the gap by equipping these representatives with effective strategies to transition from support conversations to upselling.

The Solution:

TrainingPros partnered closely with the IT client’s learning department by providing skilled learning experience designers to design a comprehensive blended learning program that focused on enhancing both customer service skills and sales capabilities. This strategic alignment with corporate goals aimed to boost customer satisfaction, elevate sales conversion rates, maximize revenue, and improve efficiency in service delivery.

The blended learning approach incorporated custom eLearning courses that covered essential skills, such as effective communication and empathetic engagement adapted for messaging platforms. Virtual Instructor-Led Training (VILT) sessions featuring interactive workshops and peer collaboration further enriched the learning experience. Additionally, practical role-playing exercises and system simulations provided participants with hands-on opportunities to reinforce their learning.

To complement formal training, engaging microlearning tools, like nanolearning videos, were created to depict real-world scenarios faced by customer service agents, emphasizing the critical roles of empathy and effective communication in digital interactions. Furthermore, Train-the-Trainer events empowered supervisors to lead VILT sessions and offer continued coaching support to their teams, ensuring ongoing alignment with the program objectives.

Results:

Despite the complexities associated with remote learning and virtual environments, the blended learning initiative yielded remarkable results. Participants and stakeholders alike provided overwhelmingly positive feedback, with tangible improvements in key performance indicators. Notably, the program led to increased revenue per agent per day, enhanced customer satisfaction scores, improved sales conversion rates, and a marked increase in efficiency across customer service operations.

“The 2024 Learning in Practice Award winners represent the pinnacle of innovation and dedication in employee development,” said Ashley St. John, editor-in-chief and chief content officer for Chief Learning Officer. “Since 2003, these awards have spotlighted learning leaders who go above and beyond in crafting and implementing exceptional development programs. This year’s winners have once again raised the bar, showcasing inventive approaches that not only enhance individual growth but also drive organizational success. Their commitment to excellence in learning and development is truly inspiring, and we are honored to recognize their outstanding achievements.”

TrainingPros remains committed to delivering innovative learning solutions that not only meet immediate needs but also empower organizations to thrive in a rapidly evolving landscape.