12:48:26 <fein> hi LaVerne!
12:48:46 <fein> welcome
12:48:49 <pledger> HI!
12:58:46 <smcghee> If I have heard from other managers correctly... among customer service associates that ""man the phones"", turn over is high, and education level is low, as often are the social/communication skills..... do you feel that this ""new"" training module decreased employee turnover?
12:59:25 <jclowry> Great job, Michelle
12:59:27 <shezlett> Thank you, Michelle
12:59:36 <misher> Thanks Michelle
12:59:43 <pledger> thanks Michelle
13:00:33 <sjohnson> Michelle, this was an excellent example of transfering your learning to actual practice.
13:01:44 <shezlett> Michelle--how large are the teams?
13:02:13 <shezlett> Yes.
13:02:26 <shezlett> The number of associates on each team.
13:02:29 <sjohnson> How would you have approached this project before enrolling in this program?
13:02:46 <jclowry> Is the training delivered in a classroom setting or on-line? About how many hours of training are included in this curriculum?
13:03:28 <shezlett> Given the size of some of the teams, particularly the smaller ones, it may be
13:03:40 <pledger> Michelle, I worked at Hewitt location in Lincolnshire, Il. This was an excellent presentation! I have seen first hand your companies dedication to customer service in how well they treat their associates.
13:03:42 <shezlett> difficult to detect meaningful differences with statistics tests.
13:04:24 <sjohnson> You mentioned the systematic approach
13:04:53 <kstucki> have others shown an interest in obtaining formal education in the area of T&D or HRD as a result of your modules?
13:09:14 <kstucki> that's great that they made the transition; and that they had the opportunity. Thanks.
13:09:29 <smcghee> Customer service associates can experience a high level of stress, since they often are the ""frontline"" that receives more gripes than kudos.... was stress management included?
13:10:00 <smcghee> My son is a supervisor in a call center.... :-)
13:10:39 <shezlett> Michelle, what is your ""take"" on or interpretation of why more teams
13:10:52 <shezlett> didn't improve? Was there something different about the team
13:10:55 <shezlett> that did improve?
13:13:52 <shezlett> Thanks!
13:14:01 <smcghee> Will her presentation be archived? Will anyh of this be archived?
13:14:08 <shezlett> A great illustration of operating in a continuous change environment.
13:14:15 <smcghee> GREAT!
13:14:29 <sldunbar> perfect
13:14:39 <gdtaylor> Thanks!
13:14:48 <shezlett> Thanks so much, Michelle!
13:15:25 <sjohnson> Thanks Michelle!