The Approach
The executive responsible for Field Enablement at a telecommunications service provider used a Joyous campaign to talk to more than 1,500 technicians and managers. Their goal: to understand and improve three key aspects of their New Hire Training.
First, how could new hire training do a better job of preparing technicians for work in the field. Second, how to improve new hire training to enable technicians to provide better customer service in people’s homes. Third, how to improve training to ensure technicians’ expertise in newer technologies.
