Answering the call for employee learning transformation helps solve customer issues faster and with fewer complaints.
CUSTOMER
The United Kingdom’s largest provider of fixed-voice, broadband, TV and mobile services.
CHALLENGE
Improve customer service by reducing onboarding time, repeat customer calls and handling time.
SOLUTION
Delivered continuous training and reinforcement to 2,500 new hires throughout the Sales & Retention and Connections departments.
BT says “hello” to impressive results
Reduction in training duration
Reduction in call-handling time
Customer value improvement
“We chose Axonify because it’s based on brain science and has the ability to adapt the learning to the individual.”
Jasha Fletcher
Resources
Article
Customer service rules all
Read how telecom giant, BT Consumer, used microlearning and gamification to transform its customer service
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BT Consumer Success Story
Learn how BT improved customer satisfaction while reducing onboarding time, repeat customer calls and call-handling time.
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Jasha Fletcher from BT
Head of Learning Solutions and Architecture at BT Consumer (British Telecoms) shares how she used Axonify to drive impactful change.
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Richard Hudspith from BT
In this interview, the Transition Center Manager explains how Axonify helps him achieve success.
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