The following story was shared by Heather Wyatt, director of learning and development at E*TRADE Financial.
Client: E*TRADE Financial, a financial services company.
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Problem: E*TRADE Financial sought to align training efforts with its business goals of increasing customer confidence, enhancing call speed-to-answer time, and creating a more efficient workforce.
Cause/Diagnosis: The head of customer service asked the learning and development team (L&D) to incorporate training on Series 7—
