Challenge Presented With millions of new subscribers to service quickly, our brand partner turned to external resources for assistance. The company wanted to drive revenue by familiarizing subscribers with available service options and upgrades suitable for their needs, while also creating a positive first impression within the customer- support experience. During the implementation, we found that the original number of agents needed was underestimated, and with that, the timeframe for recruiting and training was scaled back to only 60 days. The challenge: training an overwhelmed staff within a compressed timeframe to effectively perform in both a customer- focused service and sales environment. Our Approach To mitigate the training headwinds while enhancing the bottom line, we r

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