When Duty Calls, the Learning Team Answers

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