Challenge
The AT&T Global Operations organization was looking to improve the knowledge and skills of 300+ service engineers who are responsible for supporting customer activations during scheduled service calls.
Solution
We developed a cutting-edge training program which included a knowledge base, self-paced courses, and digital supervisor observation forms. The knowledge base provided critical information, the courses provided opportunities for demonstrations and practice, and the supervisor observations addressed individual performance gaps.
Results
The solution helped improve job performance, CSAT scores, and was later scaled to additional groups and roles within the organization.