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Designing and Developing Customized Learning Solutions A major private label credit corporation with numerous call centers in the US and Canada servicing multiple client credit portfolios was experiencing a decline in cardholder and client service satisfaction. For the cardholders, dissatisfaction was occurring at customer "touch points" or interactions with call center employees. Clients were expressing dissatisfaction both with how their cardholders were being serviced and with the service provided to the client themselves from supporting functional areas such as Marketing, Risk Management, etc. Designing Web Based Employee Learning Portals A corporate learning organization purchased multiple e-learning course libraries and needed to provide employees in multiple divisions worldwide access. In addition, employees needed a better way in which to learn about classroom training offerings and register for these classes from any where in the world. Building E-Learning Cultures Following a significant cost benefit analysis, a large corporation validated the value and need for incorporating e-learning into their leadership curriculum. Despite investing in designing, developing and even purchasing best in class on line courses, utilization was low, classroom based course registration grew, and management was not encouraging their employees to adopt e-learning. Team Interventions The Senior Vice President of a large IT department was experiencing significant issues with respect to how his team of senior leaders was functioning. A recent reorganization, multiple large scale IT solution projects in process at the same time, and a number of new team members was resulting in low morale and dysfunction. |
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