Vattenfall - A new way of learning

Context

The new HR strategy led to a stronger focus on employee self-determination of their professional and personal development. 

The traditional training model therefore had to be converted into a blended  learning landscape. 

Employees needed to have access to an online portfolio of job-specific training modules, training modules on the organization, and training modules in the framework of personal development.

Approach

Together with the core team, we formulated the strategic principles for more than 100 training modules for customer service employees.

Then we designed the new blended learning landscape based on the skills model, with the strategic goals of uniformity, a high level of knowledge and higher customer satisfaction.

Result

The first set of learning solutions has been implemented. This consists of blended training modules for the B2C customer service employees.

They are all oriented to achieving an easy customer experience in the various stages of the customer journey. The responses are positive.