Deutsche Telekom serves a vast customer base, including 23.5 million private customers, 2.4 million SMEs, and 300,000 organizations across Germany. With more than 15,000 call center agents and 5,500 field service agents on the ground, the telecom giant understood the importance and challenges behind ensuring the experience of each customer interaction is as efficient and focused as possible.
Leadership at Deutsche Telekom recognized that traditional learning programs were not built to effectively meet the individual needs of employees, resulting in too much variation in performance across service agents. This variability was having a ripple effect across customer experience, operational efficiency, and employee satisfaction.
They looked for a solution that would use advanced technology to transform how coaching was done across the organization — shifting from a reliance on supervisors’ individual coaching skills to a systematic and personalized approach capable of lifting everyone up across the organization.
Learn more below.
