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Making the Leap: The Pivotal Role of Training in AT&T's Acquisition of Cricket

TechKnowledge 2015 TH206
Tad Kozak | January 15, 2015 | Video

When AT&T acquired Leap Wireless (which operated the Cricket brand), AT&T announced it would merge Cricket with AT&T's Aio Wireless to become 'the new Cricket,' with a goal for the two to operate as one within 60 days. This session will describe the aggressive training initiative for 10,000 Cricket retail employees. The speaker, a veteran of three AT&T mergers, applied many lessons learned when designing the Cricket training initiative and added a newly developed, mobile performance support tool to emphasize just-in-time information. All resources foster self-sufficiency and were optimized for smartphone use, the primary tools for retail employees. Components of the training initiative included one day of instructor-led training focusing on the new Cricket brand and culture, to supplement an internal instructor staff, Aio worked with Wounded Warriors and other groups to hire 38 veterans as temporary instructors. A suite of WBTs and simulations covered compliance and privacy issues, network and device training, point-of-sale system guidance, and customer support. The program incorporated a performance support tool for use on the sales floor to rapidly access the information needed to handle real-time customer questions and a step-by-step guide for all major systems transactions. The speaker will describe how his team designed and tested the program within a tight timeline, the supporting technologies used to manage and deliver resources, and the ongoing role of collaboration and social learning within the new organization.

How Companies Are Using MOOCs to Increase Market Performance

TechKnowledge 2015 TH108
Kevin Oakes | January 15, 2015 | Video

MOOCs, or massive open online courses, are all the rage these days, and yet companies are only scratching the surface of their potential. In a recent study conducted by ATD and the Institute for Corporate Productivity (i4cp), it was revealed that 22% of organizations leverage MOOCs as part of learning and development efforts -- but 36% expect to leverage MOOCs in the near future. How are companies most effectively using MOOCs to improve learning and development? What are high-performance organizations doing that others aren't? And most importantly, how do you implement MOOCs to increase sales and customer loyalty? Kevin Oakes, CEO of i4cp, will provide answers to these questions and explore the latest, data-backed findings.

Innovative Team Selling: Teaching Sales Teams How to Leverage Resources

ASTD 2014 International Conference & Expo
Eric Baron | May 07, 2014 | Video

Most sales teams do not devote enough energy to meeting dynamics and process awareness. The skills related to this are critical components of effective teamwork, collaboration, and innovation, both internally and externally. This session will focus squarely on what will actually make team selling work within organizations large and small. It will outline how to help your teams master new skills in five specific categories: interpersonal, communication, presentation, problem solving, and facilitation.

How to Fascinate From First Impressions to Lasting Value

ASTD 2014 International Conference & Expo
Sally Hogshead | May 06, 2014 | Video

We live in a distracted world where the average attention span is just nine seconds. If we only have mere seconds to communicate value, how do we break through? To stop the distraction, and engage a listener, we must create moments of intense focus. Yet when we do break through--when we use our personality advantages to connect and communicate--the results are extraordinary.

Beyond Training: What It Really Takes To Get Sales Managers To Change

ASTD 2014 International Conference & Expo
Michelle Vazzana | May 04, 2014 | Video

Any change management theory worth its salt will tell you that training alone does not get people to change what they do or how they do it, no matter how good, targeted, and relevant the training is.

22nd Century Selling Skills: Use Now at Risk of Great Success

ASTD 2014 International Conference & Expo
Mike Kunkle | May 04, 2014 | Video

In this session on 22nd century selling skills, the speaker will reveal a series of competencies that converge to form a foundation for selling mastery, in any century. He calls them 22nd century selling skills, only because we rarely see them all converge today. And when it does happen, it's usually due to luck or fate, rather than a purposeful orchestration or sales enablement plan.

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