British Telecommunications Group (BT) is the United Kingdom’s largest provider of fixed-voice, broadband, TV, and mobile services. One of BT’s top priorities was to improve the overall customer experience by solving customer issues faster with fewer complaints. The team within BT’s Consumer division recognized the importance of highly knowledgeable contact center agents to achieving service excellence. Realizing that traditional, one-and-done training didn’t improve knowledge and performance in the way that they would like, they turned to Axonify to provide a more modern, continuous approach to learning. With the Axonify Microlearning app for SAP SuccessFactors
– available on SAP App Center – their agents receive learning in short bursts of three-to-five minutes a day in a way that continuously adapts to what the learner does and doesn’t know. The experience is gamified and leverages the latest in brain science to help ensure that learning is retained and applied on the job.