Davies has been working with one of the largest global furniture retail brands on many projects for two years now, all to help them with one clear goal: develop stronger sales, service and customer experience (CX) outcomes in both their retail and contact centre teams.
Looking to streamline working processes, boost employee performance & engagement, and of course improve CX, the furniture retailer wanted to shake up the delivery of its systems training for employees. The retailer’s current model for systems training in the contact centre comprised a mix of in-classroom and virtually facilitated sessions based on screenshots and walkthroughs via PowerPoint or screenshare. Recognising that we could breathe some life into their training model, engage contact centre employees, and create significant cost savings, Davies set to work straight away on mapping out a new training programme.
We worked closely with the huge furniture brand to develop an all new and improved ‘Introduction to Systems’ training programme. For this we recreated the client’s CRM system as part of an interactive digital experience, where employees were able to use the CRM system purely for their training and development. In this environment, users could go on a structured journey while also having the opportunity to go to the wrong places without the concern of becoming lost. This experience only allowed learners to go wrong for so long before correcting what they had done, advising what they should have done and then letting them try again. This approach not only allowed learners to understand context within the system, but also experience how the repetition of systems training can naturally lend itself to becoming competent in using the system, and fast.
The new training programme is 1.5 hours (digital delivery) and half a day (human-led delivery) compared to the original training programme which was 2.5 days and entirely human-led. Furthermore, the new programme is completed within the organisation’s LMS (learning management system) allowing the business to track who has completed the training and compare contact centre agents’ confidence with the system before and after training with those who undertook the old version of the training.
With more than 2,500 employees having now completed the Introduction to Systems training and following the success of ‘Speed to Competence’ with the programme, the global retailer has now made it mandatory to every employee who uses the platform worldwide. The training has also been provided to employees of the retailers’ franchises globally.
One of the biggest achievements with the learning experience Davies developed was the huge saving in time, and therefore cost, to the business. The client will ultimately save 9.5 years once full deployment is achieved. This training is a seven-hour day compared to the 2.5 days the previous training programme took.
The feedback for the new training approach was overwhelmingly positive and has been one of the real success stories of the customer support transformation project within the organisation. Employees rated the new training experience 4.8/5 from a total of 1650 completions, a significant improvement compared to the 2.6/5 average rating for the exclusively human-led sessions previously delivered.