Oplift (our award-winning employee engagement tool) and Virgin Media have scooped yet another award. Following our win at the 2017 Engage Awards for ‘Best use of technology in learning’, we have now been recognised for the benefit that our technology provides: optimal customer service. The TJ Awards have named us Gold winners in the ‘Best customer service programme‘ category. “This programme impressed the judges with its innovative and engaging approach to improving product knowledge and customer service via the use of Albert!” The awards recognise exceptional work of learning and development professionals from around the world.
The category was one of the most hotly contested, with two silver awards being given to our competition.
Finalists in the category included:
- Fuller, Smith and Turner PLC
- Lloyd Banking Group
- AXA Business Insurance
Albert, powered by Oplift Extend, is the hero behind our success. His collection of games in the e-learning app have proven to be incredibly successful for Virgin Media’s customer service.
Albert was created because Net Promoter Scores, store visits and customer feedback were flagging something big – gaps in staff knowledge. They knew that staff knowledge affects customer satisfaction, so they had to find a solution that would continuously train staff to guarantee the best service. In terms of performance, Virgin Media saw an increase of 7.4% in their knowledge rating from customers in just three months, along with a 2.2% average increase in sales every single month! Albert encourages staff to engage with their products and processes and plugs gaps in their knowledge.
If you want to create award-winning technology to improve customer service just like Virgin Media did, then get in contact now!