The Approach
AVP of Network Process and Quality at a multinational telecommunications organization used a Joyous campaign to talk to field technicians. The goal: to understand and improve three key aspects of copper to fiber migrations.
First, whether techs understood the benefits of migrating and how the organization could improve their explanation of the benefits. Second, whether techs felt confident handling customer objections about migrating and what would make it easier to handle those objections. Third, whether techs had the resources needed to understand the benefits and whether additional resources were needed.
