Onboarding program of VodafoneZiggo awarded with award
On October 13, 2022, VodafoneZiggo's onboarding program was awarded a Learning Pool award. This happened during Learning Pool Live in London. The judges impact award is given to the learning project that showed a special impact. And that is exactly what VodafoneZiggo and Next Learning Valley are realizing in their collaboration.
A long-term partnership between a leader in the telecommunications market and an educational implementation partner & learning technology provider. That's the partnership between VodafoneZiggo and Next Learning Valley. VodafoneZiggo and Next Learning Valley have been working together since 2015 with the ambition to make learning and development more impactful within VodafoneZiggo. This includes onboarding programs.
Providing excellent customer service
In 2020, VodafoneZiggo aligned individual and organizational needs. In doing so, they kept in mind the strategy: delivering excellent customer service. VodafoneZiggo knew that delivering excellent customer service was not possible without their employees. Therefore, the organization set the following goals:
- Increase employee retention, sales and amount of product improvement opportunities
- Create 'first time right' contact moments
But how do you motivate your (new) employees before they've even started? Next Learning Valley's learning experience platfom, StreamLXP, was the answer.
The LXP
VodafoneZiggo began implementing Next Learning Valley's LXP. The LXP is part of the Learning Suite and is known as an LXP that delivers upskilling, social and end-user learning. Three elements an organization needs to provide an on-demand learning experience that is personal, relevant and unique.
The result
By working with learning experiences and so-called focus areas, VodafoneZiggo's ambition was to activate personalized learning. With the ultimate goal of realizing an excellence customer service. And the result is there:
- Employee satisfaction increased from 7.3 to 7.9 when onboarding employees within the Personal Academy in the first 20 weeks
- Employee retention increased by 20%
- Improved the quality of service where the right solution is provided during the first moment of contact
- Total training path shortened from 184 to 116 hours
Learning Pool Live
The winners were announced during Learning Pool Live. A physical event in London organized by Learning Pool, global provider of e-learning solutions. A day where industry pioneers and hundreds of L&D colleagues come together for innovation, idea sharing and the latest developments in learning technologies and strategies.
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