I was the Lead Designer on this blended learning solution. In short at Virgin Media we wanted to introduce and implement a new call quality framework right across our world wide contact centres. Ensuring that the brand of Virgin still shone through at all times. The solution involved a number of interventions from classroom sessions, on line learning portal, specifically aligned learning modules, coaching toolkits and aligning all the training and the marketing campaign together.
It was a great overall success as a T&D project in terms of challenging the norm of delivery, the contact centre performance increased above and beyond expected results. it won a number of awards as a project in the Contact Centre World.
Also it is not often your customer produces a short video using Richard Branson daughter Holly talking about a project you were involved in!