Onboarding new employees, as well as forging employee collaboration, is getting harder in our increasingly virtual, global workplaces. And it’s not just hard on employees — it’s hard on customers.
When SumTotal, a global company with about half of its 800+ employees working virtually, discovered early warning signs of customer satisfaction trouble, this technology company stepped up to assess the issues and address them through talent management. Focused on the competencies that drive employee engagement and customer satisfaction, SumTotal created separate but fully aligned programs for new and existing customer-facing employees.
In this webcast, you’ll learn how our growing company achieved exceptional business results:
- Increased customer reference base 120%
- Reduced onboarding time 75%
- Improved employee retention 73%
- Reduced customer issue escalations 60%
Dawn and her team’s efforts have been rewarded not only with dazzling results, but also by her peers in the talent management industry. The initiatives recently won both the Bersin & Associates Learning Leaders for Initiative Excellence Award and the ASTD Excellence in Practice Award.
Participants will receive a case study on the programs, as well as 5-minute video podcasts they can share with peers.
Please note: This presentation focuses on principles and concepts for Talent Management practitioners and line of business leaders. It is system agnostic and does not include SumTotal product demonstrations.
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