Nudge-tech testimonial: Arizona Power (Customer Service Centers)

In a customer contact center, the knowledge and skills of our associates is vital to how well we service our customer. We recognize processes, procedures, policies and product offerings change on a regular and sometimes frantic basis. If our associates are not current with those changes our service will be negatively impacted. Also, it is extremely costly and time consuming every time we have to take our associates off of the phone to be retrained. Therefore, anything that we can do to continuously improve or refresh their knowledge provides benefit to the bottom line and our customer’s ultimate experience with the company.

We deliver regular Reviews and Tips to our associates in our contact center and customer offices two days a week using q.MINDshare. On average, we have seen learning take place consistently with an average of 39% increase in learning retention on important topics.

There is nothing in the market quite like q.MINDshare. I have seen and implemented other communications, learning and support technologies, but I have not seen any tool that’s concept is as simple but comprehensive and robust. Combined with a very easy implementation process, both from an IT and end user perspective, Qis the easiest learning technology solution I ever implemented. We rolled out to over 350 people over one weekend with virtually no technology glitches.

One of the best attributes of Q is that it is delivered outside of the email noise. It is a push technology that helps guarantee participation and accountability at the individual and group level. Our weekly completion rate in the first month of implementation was 90% and is improving. The reporting capabilities are very robust. Q is content agnostic, it is not about what training or communications is delivered, it is about how it helps to retain and retrieve that knowledge and information.

The partnership with count5 has been very collaborative and supportive. They created out of the box financial solutions that more than met our financial needs and resources.

It gave the organization a totally new way to think about and deliver learning and training reinforcement to the workforce.

Sincerely,

William (Bill) F. Brubaker | Vice President Performance Development | APS

PS: This is the 2nd organization I brought q.MINDshare into (the first being Great West Healthcare). q.MINDshare is a must-have technology for front line communications, training reinforcement and change management.