HCMx Radio: The Best Use of Blended Learning

Call centers typically have high turnover, therefore quick and effective onboarding programs are crucial to help new employees operate effectively and efficiently as quickly as possible.

JPEG-1400-Pixel-HCMx-LogoOur 2015 Training Study showed that the most effective approach is a blended learning program that utilizes on-the-job exercises, coaching and mentoring, informal and peer-to-peer learning, in addition to instructor-led classroom and ELearning.

PSCU, a leading provider of traditional and online financial services to credit unions nationwide, had been using a lengthy instructor-led onboarding program that was inconsistent and was not yielding desired results. So the company transitioned its onboarding to an eight-day blended learning program that teaches new call-center hires how to effectively and efficiently service credit union members’ calls.

The transition was remarkable and Brandon Hall Group was honored to present PSCU with a 2015 Excellence Award for Best Use of Blended Learning.

In our latest episode of HCMx Radio, we welcomed the PSCU masterminds behind this program, Master Learning Architect Gina Lensky, and Melanie Oliver, Vice President of Learning Solutions.  During our discussion we learned what made their program so successful and the effective tools (Xyleme and Cornerstone OnDemand) they used to enable and support a variety of learning approaches.

Join us! Go to the HCMx Radio site any time to download the show.

Rachel Cooke, Chief Operating Officer, Brandon Hall Group

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Mike Cooke



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Mike Cooke

Chief Executive Officer of Brandon Hall Group Mike Cooke Prior to joining Brandon Hall Group, Mike Cooke was the Chief Executive Officer and co-founder of AC Growth. Mike held leadership and executive positions for the majority of his career, at which he was responsible for steering sales and marketing teams to drive results and profitability. His background includes more than 15 years of experience in sales, marketing, management, and operations in the research, consulting, software and technology industries. Mike has extensive experience in sales, marketing and management having worked for several early high-growth emerging businesses and has implemented technology systems to support various critical sales, finance, marketing and client service functions. He is especially skilled in organizing the sales and service strategy to fully support a company’s growth strategy. The concept of growth was an absolute to Mike and a motivator in starting AC Growth, in order to help organizations achieve research driven results. Most recently, Mike was the VP and General Manager of Field Operations at Bersin & Associates, a global analyst and consulting services firm focused on all areas of enterprise learning, talent management and talent acquisition. Tasked with leading the company’s global expansion, Mike led all sales operations worldwide. During Mike’s tenure, the company has grown into a multi-national firm, conducting business in over 45 countries with over 4,500 multi-national organizations. Mike started his career at MicroVideo Learning Systems in 1992, eventually holding a senior management position and leading all corporate sales before founding Dynamic Minds. Mike was CEO and Co-Founder of Dynamic Minds, a custom developer of software programs, working with clients like Goldman Sachs, Prentice Hall, McGraw Hill and Merrill Lynch. Also, Mike worked for Oddcast, a leading provider of customer experience and marketing solutions, where he held a senior management position leading the company into new markets across various industries. Mike also serves on the Advisory Board for Carbon Solutions America, an independent sustainability consulting and carbon management firm that specializes in the design and implementation of greenhouse reduction and sustainability plans as well as managing the generation of carbon and renewal energy and energy efficiency credits. Mike attended University of Phoenix, studying Business Administration and Finance. He has also completed executive training at the Chicago Graduate School of Business in Chicago, IL.