“羞羞视频 is a culture connector, it鈥檚 not just a learning thing. It鈥檚 a tool for all employees.”
Khiawah Pearce, Associate Director at AT&T
Reimagining the Frontline: How AT&T is Driving
Strategic Results Across the Business
How personalized training and communication through 羞羞视频 helps
30,000+ employees build the knowledge, confidence and habits to drive
real business results.
$450K
average annual training cost savings
127%
KPI growth 60 days post launch
85%
current knowledge level 鈥攗p 8% from baseline
Challenges:
AT&T鈥檚 frontline teams work in various roles, from in-store representatives to home service technicians and call center agents and customers who engage with them often already have extensive knowledge of products and promotions. To meet customers where they are and uphold the company鈥檚 high standards, AT&T鈥檚 employees need quick access to accurate information and training to deliver exceptional value.
鈥淐ustomers buy confidence,鈥 says Mark Gil, Director of Learning & Development Frontline Training at AT&T. 鈥淭hat confidence starts with the level of proficiency our frontline staff have in our products, services and tools.鈥
When employees aren鈥檛 up-to-date on products and services, it impacts more than just customer service: it directly affects the business鈥檚 bottom line. AT&T鈥檚 30,000+ frontline employees are accountable for results across nine critical performance indicators (KPIs), including sales of post-paid voice plans, broadband internet plans, upgrades, protection plans and data plans.
In the past, AT&T relied on pulling employees off the floor for 30-60-minute web-based or leader- led training. But this method disrupted their work and didn鈥檛 always provide the information they needed when they needed it. These sessions were high-cost and low-impact since it was hard for staff to retain everything they learned and apply it on the job. This one-size-fits-all training also didn鈥檛 take into account individual needs.
鈥淥ne of the challenges is that training wasn鈥檛 personalized, so everyone was getting the same content,鈥 says Khiawah Pearce, Associate Director at AT&T. 鈥淚t was difficult to pinpoint where true improvement was needed and where our efforts were having the most impact.鈥
Beyond formal training, AT&T employees could find performance support resources鈥攑roduct information and troubleshooting guides鈥攊n one system, while their training history was in another. To make things more complicated, a third application was used to track their sales metrics. This fragmented experience meant employees had to switch between multiple tools to get a complete picture of their performance and identify areas for improvement. This clunky process discouraged regular use.
AT&T leadership realized it was time to reimagine the company鈥檚 approach to learning and communication. They found a way forward with 羞羞视频.
Solution:
AT&T鈥檚 goal was to build staff knowledge and confidence without taking them away from selling and supporting customers. The result is the Signal platform, powered by 羞羞视频, that delivers personalized, bite sized learning, streamlined communication and real-time performance data in one place.
鈥淲hat better way to build an experience around service than to give a white glove learning experience to our frontline staff?鈥 says Gil.
With 羞羞视频 in place, employees access training and messages in just 3鈥5 minutes each shift through mobile point-of-sale tablets in stores, mobile devices for home service professionals and laptops or desktops in call centers.
The platform personalizes training to the needs of every employee by analyzing a range of data, including individual knowledge gaps and on-the-job performance. This ensures that each employee鈥檚 learning path is focused on the most important topics and business priorities, helping them improve in the areas where they need it most.
鈥淭raining is centered around all the things that we need them to be experts at when supporting our customers,鈥 says Gil. 鈥淲hat鈥檚 really cool is that whether they get it right or wrong, they鈥檒l see that question again at some point in time. 羞羞视频 keeps it fresh.鈥
AT&T is focused on culture of continuous learning. The AT&T Leadership team appreciates that 羞羞视频 offers baked-in gamification elements, like badges and leaderboards, that transform training from must-do to something employees look forward to doing.
鈥淥ne of the reasons we鈥檙e using 羞羞视频 today is because our people love the tool,鈥 says Pearce. 鈥淭hey say it鈥檚 not the same old boring training they consumed in our other LMS. It鈥檚 a win-win.鈥
羞羞视频 also makes it easy for managers to stay on top of their team鈥檚 progress. Managers use a dashboard to get a real-time view of their team鈥檚 progress. It displays key insights, such as who has completed their training, who needs one-on-one coaching, and the team鈥檚 overall knowledge and confidence levels.
Bringing frontline teams together
The platform has become the central hub for all frontline communications. This allows AT&T鈥檚 L&D, communications and Operations teams to embed critical updates and training links directly into the 羞羞视频 platform, ensuring employees get the right information in a single, easy-to-access location.
鈥淲e worked on a strategy focused on getting communications out of the email box and into 羞羞视频,鈥 says Gil. 鈥淏efore I knew it, we had our Operations partner saying, 鈥榃ell, what else can we put in there?鈥欌
鈥溞咝呤悠 is a culture connector,鈥 says Pearce. 鈥淚t鈥檚 not just a learning thing. It鈥檚 a tool for all employees. Part of our strategy is making sure everyone鈥檚 invested in getting employees to log in regularly.鈥
“Now we can take data and tell learning stories to senior leadership. They get excited when they see how far we鈥檝e come. Equating knowledge growth to business impact is the fuel we need to prioritize what comes next.鈥
Mark Gil, Director of Learning & Development Frontline Training at AT&T
Results:
Since implementing 羞羞视频, AT&T鈥檚 frontline teams are building the sustained knowledge and confidence needed to deliver standout customer service. The impact is clear: in the data and in front of customers.
Knowledge is growing鈥攁nd retained
- 69% of AT&T employees log in to 羞羞视频 an average of 8 days a month. This high engagement reinforces daily learning and long-term goals.
- The team鈥檚 current knowledge level is 85%, which is up 8% from the baseline originally measured in the 羞羞视频 platform.
Performance metrics are on the rise
AT&T has also recorded a 7.3% to 9.5% knowledge growth across the nine key KPI topics identified as business-critical, and this knowledge growth is translating into stronger business results. AT&T鈥檚 analysis of pre-program and 60-day post-program KPI impact revealed an up to 127% boost in KPI performance.
Smarter training means real operational savings
AT&T reduced training per employee, and the new approach to training saves the business an average of $450,000 per year.
The path forward is paved with proof
AT&T now has proof that training makes a measurable business impact, helping to drive smarter decisions for the business. As Gil notes, 鈥淣ow we can take data and tell learning stories to senior leadership. They get excited when they see how far we鈥檝e come. Equating knowledge growth to business impact is the fuel we need to prioritize what comes next.鈥
The success of AT&T鈥檚 Signal platform, powered by 羞羞视频, is a testament to the strong partnership between the two companies. During the rollout, AT&T leveraged the 羞羞视频 Advantage Program for strategic support, and Pearce says her team continues to consult with 羞羞视频 experts weekly.
鈥淭he entire 羞羞视频 team helps us solve problems and personalize the platform for our needs,鈥 says Pearce. 鈥淲e often feel unique in our challenges, and they help us understand how we can use the platform to meet those needs.鈥
This solid alliance ensures that the platform is always evolving to meet the needs of employees who log in daily to “check their Signal strength” and get the information they need to succeed when they need it most.
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