IBM cingular
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Cingular identified a need for consistent training of newly hired retail sales consultants across its stores. It lacked a formal training program, leading to disparities in customer experience. IBM created a blended learning curriculum using synchronous and asynchronous methods, including workshops, self-study workbooks, eLearning, and virtual workshops. This comprehensive three-week, eight module program addressed Cingular's training gap and prepared new hires to quickly begin selling using best practices.
IBM cingular
- 1. IBM CUSTOMER FACING SOLUTIONS case study Cingular Filling a learning gap for Retail Sales Consultants Challenge Cingular’s Retail Operations division identified a need for a comprehensive training program for newly-hired Retail Sales Consultants to help provide a consistent customer experience nation-wide. A formal learning program did not exist for Retail Sales Consultants. Customer experience disparities existed due to process breakdowns by mergers and acquisitions, staff additions, and a growing number of part-time sellers who were unable to attend existing training that was available. Solution IBM learning experts determined the best solution to be a blended learning curriculum. Our team used a mix of synchronous and asynchronous delivery methods, leveraging the strengths of each to create a complete solution suitable for Cingular’s diverse workforce. Key deliverables included: § Learning roadmap § Delivery support and enablement § Curriculum: Three-phases, eight modules, spanning three weeks of part-time training, using four delivery modalities: ú Face-to-face workshop (Synchronous) ú Self-study workbook (Asynchronous) ú eLearning (Asynchronous) ú Virtual workshop (Synchronous) Results IBM partnered with Cingular to successfully address the gap in their new hire training. Providing analysis, strategy, instructional design, multi-media design, content development, trainer training, quality assurance, and courseware engineering, our Learning Content team brought forth a comprehensive learning program for Cingular which prepared their new hires to quickly begin selling using best practices. © 2008 IBM Centres for Solution Innovation :: TORONTO