Shift 5: Training to Multidimensional Learning
There’s rarely a neat, prescriptive answer to resolving complex, left-field problems. The answers aren’t always going to be found in the company procedure’s manual.
Julie—executive manager of learning and development (L&D) for a large, well-known bank—was charged with the responsibility of revamping the bank’s approach to inducting customer service representatives (CSRs) in retail banking services. After looking at the turnover rates and gathering information from a series of conversations she had with CSRs and their managers, she decided it was time to act.
From what she’d heard in these conversations, the bank had a challenge to reduce the high rates of turnover in CSRs in the first ...
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