learning Archives - Arise https://www.arise.com/tag/learning/ Omnichannel Contact Center Solutions Wed, 21 Feb 2024 16:11:35 +0000 en-US hourly 1 https://wordpress.org/?v=6.4.3 https://www.arise.com/wp-content/uploads/2023/09/favicon.svg learning Archives - Arise https://www.arise.com/tag/learning/ 32 32 Transforming Movate’s Learning & Development Landscape https://www.arise.com/case-studies/transforming-movates-learning-development/?utm_source=rss&utm_medium=rss&utm_campaign=transforming-movates-learning-development https://www.arise.com/case-studies/transforming-movates-learning-development/#respond Mon, 11 Dec 2023 16:03:47 +0000 https://newsite.arise.com/?p=5023 Movate, a Business Process Outsourcer servicing a major player in the home improvement retail sector, faced a significant challenge...

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Transforming Movate’s Learning & Development Landscape

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Arise is not just a service provider; we’re a catalyst for performance improvement. By customizing our proven methods to Movate’s needs, we enabled them to excel in ways they never thought possible.

Challenge

Solution

  • beautiful_business_woman_working

    Challenge

    Movate, a Business Process Outsourcer servicing a major player in the home improvement retail sector, faced a significant challenge: meeting ramp-to- proficiency targets for their agents. Based on our home improvement retail client’s glowing endorsement of Arise’s cutting-edge virtual learning programs, Movate turned to us for Learning and Instruction-as-a-Service solutions.

  • business_woman_tablet_learning

    Solution

    Approach

    An Arise-contracted instructor led a New Learner Certification Course for Movate’s team, featuring:
    • Curriculum that mirrors Arise’s proprietary Service Partner agenda for our mutual
    client.
    • A focus on boosting Movate’s ramp-to-proficiency.
    • Use of our award-winning, client-tested learning and certification program.

    Credentials that speak for themselves

    Arise’s Virtual Learning Program has received numerous accolades, including:
    • Brandon Hall HCM Excellence Gold Award – Learning and Development
    • American Business Awards’ Gold for New Product Education
    • Award of Excellence by the International Society for Performance Improvement.

    Proven methods

    • Over12,000virtualclassesconductedglobally.
    • Progressive assessments, live role plays, and real-time call-taking for proficiency
    testing.

    • Post-certification support, featuring Quality Assurance resources and ongoing
    instructor guidance.

    Diverse Learning Modalities

    We offer a blended approach, incorporating videos, podcasts, job aids, system simulations, and gamification to ensure performance-focused learning.

Results that matter

Compared to non-Arise-led classes, Movate experienced gains across all three of our mutual client’s Voice of Customer (VoC) metrics.

0 %
Certification Rate
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Reached Last Day of Certification
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Graduated to Production Roles

Repeat business

Movate has already invested in a second service from Arise, attesting to the success of our partnership.

"The exceptional partnership with Arise Learning resulted in the best possible experience for both our new learners and our training organization."

– Jessica Wilson, Operations Manager

“Arise trainers offered really great suggestions on effective ways to manage the class online.”

– Movate Trainer

“Arise was an excellent partner in cascading information in a seamless and meaningful way.”

– Movate Trainer

Let’s talk!

Each brand has a unique CX need. Schedule a time to meet with our CX experts to learn how Arise can help.

Learn More
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]]> https://www.arise.com/case-studies/transforming-movates-learning-development/feed/ 0 Transforming Customer Service Training Through Blended Learning https://www.arise.com/case-studies/transforming-customer-service-training-through-blended-learning/?utm_source=rss&utm_medium=rss&utm_campaign=transforming-customer-service-training-through-blended-learning Fri, 08 Dec 2023 21:37:54 +0000 https://newsite.arise.com/?p=4948 In 2023, Arise Virtual Solutions collaborated with the Enterprise Learning & Talent Development (ELTD) team of a renowned Banking Client to overhaul their New Hire Blended Learning Curriculum.

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Transforming Customer Service Training Through Blended Learning – A Partnership Between Arise and a Banking Client

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Measurable Benefits

The newly designed program resulted in:

0 %
Reduction in L&D
10 weeks to 6 weeks
0 %
Decrease in turnover rate
Year-over-year
0 %
Increase in learner satisfaction
60% in ’22 to 86% in 23

In 2023, Arise Virtual Solutions collaborated with the Enterprise Learning & Talent Development (ELTD) team of a renowned Banking Client to overhaul their New Hire Blended Learning Curriculum. The partnership aimed to streamline the onboarding process, enhance learner engagement, and improve organizational performance.

Challenge

Solution

  • Woman_on_laptop_and_headphones

    Challenge

    The initial curriculum took 12 weeks to complete and lacked a simulated environment, proving to be both time-consuming and inefficient. The absence of hands- on practice led to errors in live customer interactions, posing a direct operational risk for the Banking Client.

  • man_on_laptop_and_headphones

    Solution

    Arise took on the challenge and co-created a redesigned blended learning curriculum that reduced training time by 50%, without cutting corners on content or quality. The curriculum now includes two vital components—Sandbox and Mock Call Simulation Online Learning Courses (OLLs)—enabling learners to practice in a simulated work environment.

Results that matter

A Step Towards Operational Excellence


The new simulated training environments reduced costly errors, ensuring a more realistic learning experience and reducing operational risks. According to internal surveys, 86% of newly hired associates found the training relevant and expressed confidence in applying their new skills.

Vision Achieved

The project resonated with ELTD’s 2023 Vision Statement, focusing on collaboration, design work, and problem-solving. Both Arise and the Customer Contact Center (CCC) viewed the partnership as a win-win, leading to organizational strength and improved workforce performance.

The design met the Banking Client's objectives for speed and efficacy. A 17% decrease in time to production was observed immediately after the first update, with further improvements brought on by the 2023 redesign. The design directly impacted the CCC workforce volume, allowing the company to meet primary organizational objectives without sacrificing content or learner engagement.

Let’s talk!

Each brand has a unique CX need. Schedule a time to meet with our CX experts to learn how Arise can help.

Learn More
Customer_Experience_Enhancement_happy_customer_service_agent

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]]> Virtual Learning strategies for a post: COVID world https://www.arise.com/thoughtleadership/virtual-learning-strategies-for-a-post-covid-world/?utm_source=rss&utm_medium=rss&utm_campaign=virtual-learning-strategies-for-a-post-covid-world https://www.arise.com/thoughtleadership/virtual-learning-strategies-for-a-post-covid-world/#respond Mon, 04 Dec 2023 21:03:28 +0000 https://newsite.arise.com/?p=4648 The dispersed Customer Care workforce is not going away. While CX organizations have worked around the basic technical challenges, learning and development, agent engagement, and performance management are still major issues. In this interactive paper we will go deep on how to bring your Virtual Learning program into the future to reduce costs, grow customers, and drive revenue.

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Virtual learning strategies for a post: COVID world

virtual_learning_strategies_whitepaper_thumbnail
View Interactive Whitepaper
The dispersed Customer Care workforce is not going away. While CX organizations have worked around the basic technical challenges, learning and development, agent engagement, and performance management are still major issues. In this interactive paper we will go deep on how to bring your Virtual Learning program into the future to reduce costs, grow customers, and drive revenue.

In this whitepaper, we’ll discuss how to:

  • Drive down costs per call, drive up revenue per call.
  • Design your learning journey and curriculum.
  • Deliver the modules to the learners, evaluate performance, and course correct where needed.
Learning_and_design_woman_on_computer

Fill out the form below to receive your copy

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]]> https://www.arise.com/thoughtleadership/virtual-learning-strategies-for-a-post-covid-world/feed/ 0 3 Ways to Improve Your Virtual Learning Results https://www.arise.com/videos/based-on-your-25-years-of-experience-what-do-you-see-as-needed-skills-and-qualities-to-be-successful-as-a-virtual-instructor/?utm_source=rss&utm_medium=rss&utm_campaign=based-on-your-25-years-of-experience-what-do-you-see-as-needed-skills-and-qualities-to-be-successful-as-a-virtual-instructor https://www.arise.com/videos/based-on-your-25-years-of-experience-what-do-you-see-as-needed-skills-and-qualities-to-be-successful-as-a-virtual-instructor/#respond Thu, 30 Nov 2023 21:02:29 +0000 https://newsite.arise.com/?p=4526 1:10 min

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Based on your 25 years of experience, what do you see as needed skills and qualities to be successful as a virtual instructor?

4:48 min

Katleen Shields
Owner, LaurenRoberts Inc.
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]]> https://www.arise.com/videos/based-on-your-25-years-of-experience-what-do-you-see-as-needed-skills-and-qualities-to-be-successful-as-a-virtual-instructor/feed/ 0 With more than 25 years of experience what drove you to become a virtual instructor? https://www.arise.com/videos/with-more-than-25-years-of-experience-what-drove-you-to-become-a-virtual-instructor/?utm_source=rss&utm_medium=rss&utm_campaign=with-more-than-25-years-of-experience-what-drove-you-to-become-a-virtual-instructor https://www.arise.com/videos/with-more-than-25-years-of-experience-what-drove-you-to-become-a-virtual-instructor/#respond Thu, 30 Nov 2023 20:29:47 +0000 https://newsite.arise.com/?p=4524 1:10 min

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With more than 25 years of experience what drove you to become a virtual instructor?

1:10 min

Katleen Shields
Owner, LaurenRoberts Inc.
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]]> https://www.arise.com/videos/with-more-than-25-years-of-experience-what-drove-you-to-become-a-virtual-instructor/feed/ 0 How do we measure success? https://www.arise.com/videos/how-do-we-measure-success/?utm_source=rss&utm_medium=rss&utm_campaign=how-do-we-measure-success https://www.arise.com/videos/how-do-we-measure-success/#respond Thu, 30 Nov 2023 20:26:42 +0000 https://newsite.arise.com/?p=4523 3:49 min

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How do we measure success?

03:49 min

Elaina Biffle
VP, Learning, Design and Delivery
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