Call centers typically have high turnover, therefore quick and effective onboarding programs are crucial to help new employees operate effectively and efficiently as quickly as possible.

JPEG-1400-Pixel-HCMx-LogoOur 2015 Training Study showed that the most effective approach is a blended learning program that utilizes on-the-job exercises, coaching and mentoring, informal and peer-to-peer learning, in addition to instructor-led classroom and ELearning.

PSCU, a leading provider of traditional and online financial services to credit unions nationwide, had been using a lengthy instructor-led onboarding program that was inconsistent and was not yielding desired results. So the company transitioned its onboarding to an eight-day blended learning program that teaches new call-center hires how to effectively and efficiently service credit union members’ calls.

The transition was remarkable and Brandon Hall Group was honored to present PSCU with a 2015 Excellence Award for Best Use of Blended Learning.

In our latest episode of HCMx Radio, we welcomed the PSCU masterminds behind this program, Master Learning Architect Gina Lensky, and Melanie Oliver, Vice President of Learning Solutions.  During our discussion we learned what made their program so successful and the effective tools (Xyleme and Cornerstone OnDemand) they used to enable and support a variety of learning approaches.

Join us! Go to the HCMx Radio site any time to download the show.

Rachel Cooke, Chief Operating Officer, Brandon Hall Group
@RachelCCooke

Rachel Cooke

Chief Operating Officer Rachel Cooke Rachel is responsible for business operations including overseeing client services, research events and project management. Prior to joining Brandon Hall Group, Rachel was the Chief Operating Officer Co-founder of AC Growth. Rachel has over 15 years of experience in sales, marketing, business development, and sales performance management. Prior to AC Growth, she held several senior management roles and was on the leadership team at Bersin & Associates, a pioneer analyst firm in e-learning and now industry leading HR and talent Research Company. In her Senior Director role, Rachel developed the strategy and led the commercial execution of the solution provider vertical, and grew the vertical into the company’s largest market segment. In her role as Director of Sales, Rachel developed and led a team of senior account executives focused on acquiring global strategic accounts. Rachel was solely responsible for developing key business relationships with over ninety companies including industry icons, such as: Adidas, Hewlett-Packard, Toyota, Oracle, Starbucks, Avnet, Boeing, Kaiser Permanente, Safeway Inc., Wells Fargo, PricewaterhouseCoopers, Clorox and Affiliated Computer Services. Rachel began her career in the banking, media and hospitality industries. In these industries, Rachel held several key senior management and executive sales positions. Rachel received a BA in social science and interdisciplinary studies with honors from Florida Atlantic University. Rachel continued her postgraduate education by completing a series of executive management education courses from American Management Association.

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