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Upwardly Mobile

ATD Staff | June 29, 2015 | Article

For Hilton’s sales force, a mobile app carries learning beyond the classroom.

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.

Leveraging Mobile Learning for Sales Enablement

Mobile Readiness Checklist
December 01, 2013 | Tool

Is your team mobile ready? Use this checklist to determine whether you have the support and preparation you need to begin a mobile learning initiative.

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