About Sears

Sears’ learning organization partnered closely with the call center to develop a learning strategy and technology roadmap to enable its transformation. This partnership led to embedding performance support directly into a new contact management platform, which reduced new hire training from six weeks to three. Adopters of this new model reached an average of 93% of their NPS goal whereas as non-adopters achieved 88%. Moreover, adopters generated average sales of $65.60 per order whereas non-adopters averaged $45.00 per order.