Con Edison Embraces Immersive Training to Speed CSR Preparation, Realize Cost Savings
Con Edison Embraces Immersive Training to Speed CSR Preparation
In 2019, the Customer Experience Center at Con Edison created the Immersive Training program to revolutionize training for customer service representatives. New CSRs are immediately immersed in the contact center culture by attending six weeks of training in contact centers alongside tenured CSRs, allowing them to immediately apply and build on learnings.
This immersive learning technique has resulted in an eight-week reduction in training time and significant cross-organizational savings as the Learning Center, where classes were previously held, is now able to reallocate teachers, facilities and other resources for different purposes. These combined productivity gains contribute to $300,000 of annual savings for the Customer Experience Center.
This utility is taking home Gold in Chartwell’s Best Practices Awards for the Contact Center category.