October 2013
Issue Map
TD Magazine

When Duty Calls, the Learning Team Answers

Tuesday, October 8, 2013

The majority of learning hours at USAA are delivered to call center employees, who have recently been on the receiving end of workforce readiness strategy initiatives.

About four years ago, USAA began a transformation. Long known for its customer service ( Business Week named it one of the top three), the company undertook a change in strategic direction from a service-based organization to a relationship sales organization. The learning organization, which is closely aligned to USAA's busin

You've reached ATD member-only content.

Sign in below or join ATD to continue.