T-Mobile created an effective learning ecosystem consisting of a broad range of content, processes, and technology all used together to drive performance. T-Mobile’s customer care organization trains 20,000 front line reps and leaders over 22 unique lines of business, in addition to training 17 US call centers and service partner call centers across the globe.
Each of these different audiences has a different learning curriculum designed for its specific business operations — which means T-Mobile updates, maintains, and delivers tons of content on a regular basis. T-Mobile knew it needed a new strategy to manage that content.
When it comes to speed-to-market, it’s critical for T-Mobile to be agile. Here is the case study on how they accomplished this with their learning content ecosystem.