CivicPlus, Manhattan, Kansas, United States: CivicPlus: Customer Service Training Team

Total 86 words used.

In the last year, this team has achieved remarkable advancements in support of internal training, including: 

• Streamlined Learning Ecosystem Integration 

• Innovative Hubs for Seamless Learning 

• Learning Knowledge Workflow Enhancements 

• Information Verification Workflow 

• Strategic Product Update and Roadmap Processes 

• Product Integration Training 

In summary, the CivicPlus Knowledge Management team are the champions of innovative transformation, learning excellence, and internal knowledge. Their journey is a testament to the incredible potential that resides within our organization when knowledge is harnessed, innovation is embraced, and excellence is the guiding star. 

Written answers to the questions

It is an honor to nominate the CivicPlus Knowledge Management team for the Customer Service Training Program of the Year - Internal award. Their outstanding contributions left an indelible mark in our organization's customer service sector. From the launch of 2 self-led learning libraries to the continuous creation of product learning resources, they've been unwavering in their commitment to fostering growth and development.  Their efforts to consolidate over 5,000 internal learning resources, develop enhanced workflows, lead 24 solution integration projects, and provide easily accessible information portals are just a few of the remarkable achievements this team has championed. This nomination is a testament to their dedication, empowering our customer service teams with the knowledge and tools needed for excellence. 

Total 112 words used.

United with the Customer Experience and Customer Success teams, CivicPlus’ Knowledge Management team is primarily dedicated to fortifying product knowledge and refining internal training resources across the organization. Its inception marked a pivotal moment in the company's history, as prior to its formation, there was no formal product knowledge training system in place. Remarkably, this team not only maintained an unwavering commitment to excellence during a period of substantial growth but has also sustained its high performance amid the integration of six new solutions and a doubling of our workforce. Notably, the team serves as a vital resource, providing comprehensive product learning resources for all customer service teams to empower customer success. 

Total 249 words used.

The CivicPlus Knowledge Management team is a remarkable testament to the dedication and innovative spirit of CivicPlus.  They have achieved transformative milestones that have redefined how we approach knowledge and learning.

The team orchestrated the seamless consolidation of over 5,000 educational assets from 5 various systems into a singular, harmonized platform. This achievement has revolutionized our learning resources, making them more accessible and efficient than ever before.

Knowledge Management launched 18 cutting-edge product learning hubs, creating a streamlined gateway to our wealth of knowledge resources. Additionally, they introduced 4 specialized department hubs designed to provide users with a meticulously crafted, seamless experience while navigating training materials.

An enhanced communication workflow has been implemented, ensuring the efficient and effective dissemination of knowledge to our customer service teams. This enhancement has elevated our ability to provide accurate and timely information to position our customer service teams for success.

The team executed an enhanced workflow for material verification and validation, raising the bar for information accuracy and instilling confidence in the knowledge we provide. In conjunction, they have pioneered a structured framework for managing product updates and roadmap assessments. These innovations ensure consistent team alignment and informed decision-making, driving our customer service empowerment.

Displaying exceptional leadership, the team actively spearheaded 24 pivotal solution integration projects. Their efforts guarantee the availability of critical information and improve our customer service success.

In summary, this team's achievements are an inspiring testament to what relentless dedication and innovation can be achieved in customer service training.

Total 33 words used.

The accompanying supporting materials in the Performance Review Document details the merits of this nomination. These documents illustrate and highlight our achievements to continuously improve our ability to serve our employees and customers.