May 2011
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TD Magazine

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Thursday, May 19, 2011

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.


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—

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