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Workplace learning opportunities

Workplace Learning Opportunities That Benefit Clients and Employees

Diana Hvistendahl, PMP

One of the most exciting, yet challenging, aspects of the direct marketing industry is the need to constantly be learning. New technologies, new regulations, new production techniques, new consumer trends and expectations… If you’re not curious by nature and a lifelong learner at heart, this isn’t the field for you. That’s why the workplace learning opportunities available through our Business Process Management (BPM) strategy are crucial to keeping our Customer Experience (CX) teams at the top of their game.

Because our CX teams manage a complex chain of events and collaborate across multiple disciplines within IWCO Direct, information and knowledge sharing is essential. Our BPM strategy is enhancing workplace learning by creating an online portal of step-by-step instructions, quality assurance processes, and efficient cross-functional communication directives that ensure consistent work execution across our platform.

BPM delivers just-in-time online training material to our employees through our intranet so they can spend less time in formal training sessions and more time serving our clients. This includes visual process flows that drill down to step-by-step procedures, forms, reference guides, and system manuals―all searchable and kept up-to-date by dedicated subject matter experts (SMEs). Having this material always available and just a few clicks away allows our CX teams to spend more time delivering high-quality work for our clients and less time onboarding new employees or sitting in classroom-style training sessions.

Demonstrating a Commitment to Workplace Learning

There are a few reasons our workplace learning initiatives are so successful, but chief among them is the commitment from our leadership and the empowerment of our subject matter experts.

Our leadership team understands that most learning occurs outside the classroom. IWCO Direct has invested in eLearning programs, such as lynda.com, so we can learn anytime, anywhere and replay courses if needed to perform a task on-the-job. Several teams have even set up learning paths containing several courses to help achieve employees’ annual goals.

But our greatest assets are the experience and knowledge our employees bring to everything we do at IWCO Direct. For example, the CX teams always assign our most experienced team members to new client onboarding projects to ensure a smooth process. We also capture the knowledge of these experts during our BPM projects to make information available to everyone online. With expert information at our fingertips, our SMEs are free to innovate and put all their focus on the client.

We’ve put a lot of effort into creating workplace learning opportunities that benefit our employees and our clients. Our first-time learners appreciate the easy access to answers and no longer needing to rely solely on coaching from SMEs, wait for training classes to be scheduled, or flipping through an outdated training binder. And our clients appreciate the flawless execution of their marketing campaigns.

If you would like to know more about our BPM workplace learning process or how it improves the customer experience, please let me know.

link https://www.iwco.com/blog/2017/04/11/workplace-learning-enhances-customer-experience/
Diana Hvistendahl, PMP


Diana Hvistendahl, PMP

VP Strategic Planning. Holds a bachelor’s degree from St. Olaf College and a master’s from Metropolitan State University. Has been viewing challenges as opportunities for team-building at IWCO Direct for more than five years. When not improving processes and creating new tools to increase efficiency at IWCO Direct, she enjoys spending time with her two daughters and visiting her husband’s distillery.

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