Develop & Deliver Support Center Training for Global Publisher

The publisher of the world's most vital business and financial news and information. It is the pre-eminent publisher of business and financial news and information in printed and electronic forms. Its name has been synonymous with accuracy, integrity and trust for over a century.

The global, real-time information business is an exceptionally demanding environment for all publishers. At this firm, the demands are even more exacting, as it has built a reputation for editorial quality and leadership even in the midst of rapidly developing, complicated news. This creates very real challenges for support professionals.

Crushing production demands require the highest levels of support and rapid acclimation of new staff, with no room for error. The firm needed a training solution that would quickly educate support professionals on how to immediately and effectively communicate with their customers, the editorial staff of these publications. Results were especially critical, as the firm’s employees perceived the support group to be useless and non-responsive to the needs of its customers.