Our customers at IHG faced a common predicament when it came to training their Customer Care Representatives: soft skills are difficult to teach. Pair that with increasingly complex customer requests and diverse Customer Care Representatives, and it’s no wonder their existing onboarding was taking 5 weeks or longer. Within months of embracing Grovo’s microlearning method, onboarding decreased to 2 weeks, Customer Care reps were feeling confident, and customers’ questions were being answered quicker and more effectively than ever before.
We visited IHG’s customer contact center site in Salt Lake City to hear about their success with microlearning in their own words.
You can read more of their story here