Conway Corp increases self-directed learning engagement with blended-learning approach
Conway Corp partners with HSI to blend training into their curriculum, making it accessible across all departments.
Company: Conway Corp
Solution: Blended Learning
Industry: Energy and Utilities
Location: Conway, AR
Conway Corp’s goal was to fulfill a wide array of training needs to satisfy an extremely diverse workforce. Partnering with HSI, a proactive, planned, and adaptive customer service training program originated that integrated HSI content into their monthly in-person and online curriculum—resulting in better customer experiences and a more positive mindset toward training.
Following the success of their customer service training program, Conway Corporation began using HSI training videos in a blended format across other departments, with safety teams incorporating them into monthly assignments and HR using them for new hire orientation topics like anti-harassment, discrimination, and more.
Key Challenges:
- Diverse workforce from hourly customer service employees to linemen, sewer plant workers, and usual in-office business functions with a wide range of different training needs.
- Prior to working with HSI, Conway Corp only offered traditional training to their Customer Service team.
- Employees are often engaged with customers, or are working in time-sensitive situations, so they don’t have a lot of extra time for training.
“Using a broader range of topics to train employees can help foster creative problem solving and an out-of-the-box approach.” - Conway Corp Executive
Key Results:
- Employee buy-in to training has fostered more engagement than ever before.
- Customer service experiences have improved as a result of incorporating HSI training into the curriculum.
- A blended-learning approach to training has allowed employees to independently build their skills.
- What started as training for just the customer service team has expanded to a seat for everyone in the company.
By using HSI content in both assigned and self-directed formats, Conway Corp improved the customer service experience and empowered employees to take ownership of their skill development. This shift has ignited a more engaged workforce and contributed to a newfound drive from employees to improve their skills in a self-directed fashion. As the learning and development team expands its use of HSI training, employee enthusiasm and organizational impact continue to grow.