The 2008 Learning In Practice Awards

The initiative also transformed communications and culture training programs into a performance-based communication and customer-service training program. This new approach provides training in a real-world context and features a revised curriculum that maps to tasks performed during an actual call life cycle. It also provides a blended learning approach, delivers coaching and supports evaluation.

As a result, the standardization of training content and delivery worldwide has resulted in improved efficiency and effectiveness. The new curriculum also allowed for flexibility in training delivery, ensuring the ability to customize training to a region or client.

The transformation has reduced training length by 33 percent and generated more than $1 million in operational savings. Convergys clients also have benefited from agents who are trained faster, provide higher-quality service and are more responsive to customer needs. A key financial services client saw agent graduation rates increase by 11.5 percent, topping 85 percent, with a one-week reduction in training time.

“While the initial work was done within one of our business units to support their new business wins, we quickly saw the synergies of leveraging that same framework and process to our other business units,” Langlois said.

“We are in the process of applying the right mix of learning technology, process and content development expertise across the company, both internally and externally to our clients to create new efficiencies and drive improved performance.”

– Mike Prokopeak

GLOBAL LEARNING AWARD • SILVER

Debbie K.Hancock
Vice President, Seagate Technology

With more than 55,000 employees around the world, Seagate Technology has a need to deliver advanced training designed to address real international business realities while continuing to align its multinational workforce to business priorities.

Article Keywords: blended learning communities of practice e-Learning formal learning leadership development LMS metrics on-boarding outsourcing performance management succession planning talent management technology virtual learning