• Curriculum Strategy and Transformation
• Needs Analysis

The challenge

Client staffing changes were causing an interim gap in the creation and oversight of training content for a specific call center. It was imperative that the existing learning program in which call center agents received training twice per week be improved and sustained, while also continuing to be deployed. The major objective was to provide call center training to agents with key information expected to be immediately used in the context of their customer conversations.

The solution

Conduent provided two resources, a program manager and an instructional designer, to fulfill training-development roles. Focus groups and employee interviews were conducted to identify the correct content for the agents. By utilizing Conduent's expertise, the client was able to continue with the development and distribution of content to its call center agents.

The results

Conduent established a repeatable process to further align future content-development efforts to the needs of the agents, decreasing time to develop learning products. Overall the results included strategy, design, and development services for an audience size of up to 3,000 agents who were aligned to a wide variety of client brands.