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Learning Tribes - a training footprint

Gold Stevie Award Winner 2018, Click to Enter The 2019 Stevie Awards for Sales and Customer Service

Company: Learning Tribes
Company Description: Learning Tribes is an international learning & development organization dedicated to creating customized and innovative solutions to advance employees’ skills, and give them the ability to grow.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Customer Service Training Team of the Year - All Other Industries

Nomination Title: Learning Tribes - a training footprint

Tell the story about what this nominated team achieved since the beginning of July 2016 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

Learning Tribes

Learning Tribes is an international Learning & Development team founded 14 years ago with the vision to develop talent and empower human resources from customer-facing businesses and organizations. Learning Tribes creates customized and innovative blended-learning solutions, engineered to provide learners the necessary elements to achieve their professional development goals.

Meet the tribes… http: //

The group was originally founded in France by Philippe Riveron, who after many years of professional contact center experience identified the imperative need to effectively train high-performance teams and at the same time guarantee operational improvement and quantitative business return on the learning investment.

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Learning Tribes joined the US market in 2016 and has been working hand-in-hand with the SITEL group, a customer experience organization with more than 70 thousand employees worldwide. The goal for Learning Tribes was to implement training programs and solutions that would have a global impact, shorten the learning curve, accelerate onboarding and speed to proficiency, giving SITEL a competitive edge in the contact center industry.

There are three highlights that summarize Learning Tribes achievements. a) My Academy (Corporate University) b) MOOC CX101 and c) Innovation Lab – 360, VR and AI applied technologies

My Academy

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As a global company, SITEL needed to train multiple groups of agents serving international corporations and organizations that required certain standards, localized content, different regulations. The challenge was to guarantee the delivery of all necessary knowledge to the right individuals in a record time.

To satisfy this need, Learning Tribes developed My Academy, a customized BLMS (Blended Learning Management System) that materialized in SITEL’s corporate university. My Academy incorporates ILT (Instructor Led Training) functionality making it a real Blended-Learning solution as it seamlessly incorporates all other digital learning elements into the same space.

My Academy is now the learning resource to more than 70 thousand employees, delivering more than 200 different courses serving multiple learning paths with an engagement of ~2,700 employees per day.

My Academy features social learning and collaboration functionality and makes use of the latest technological innovation, like 360 interactive videos, augmented reality and virtual tutoring, the latest form of artificial intelligence applied to learning.

MOOC – CX101 Recruiting and on-boarding

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In order to stand out from the competition, Sitel had to efficiently hire and retain customer experience supervisor positions. It was very important to reduce the cost of hiring and training prospects and reduce attrition levels.

Based on this challenge, Learning Tribes developed a MOOC solution that offered the following:

-Access to an open US market. The MOOC was launched out of traditional recruitment practices reaching out to multiple institutions and media channels.
-Simple prequalification. The MOOC will provide the learner the necessary knowledge to apply for the supervisor position with all qualifications needed.
-VIP hiring pass – After successfully completing and testing the set of 4 courses, the applicant would receive a certificate that would accelerate the hiring process.

CX101 was successfully launched and trained more than 10 thousand professionals aspiring for a customer experience supervisor role. This program is now part of Sitel’s regular recruiting process and has dramatically improved employee retention and career development.

Innovation Lab – Virtual Reality, gamification & AI

Learning Tribes established in 2014 the Innovation lab as a dedicated team of multidisciplinary professionals continuously testing and proofing new technologies and their application to practical learning. The Innovation Lab team has produced multiple applications to corporate training, such as interactive video content, 360 and augmented reality video and, virtual tutoring via catboats or what we call "tutbots".

In addition, virtual reality and simulation applications have been used for clients in multiple industries such as retail, finance, hospitality and, transportation.

Learning Tribes has been recognized for the excellence of its teaching methodology, the training quality and the expertise of its staff, trainers and consultants.