CPM
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Western union - delivering exceptional customer experience through bespoke elearning tool

 

THE CHALLENGE

As part of the Global Master Agreement, CPM provide online employee training and merchandising activities across Western Union retail outlets

THE CPM SOLUTION

CPM developed and set-up a bespoke on-line training solution which has provided to date over 100 branch employees the opportunity to gain key product and brand knowledge expertise.

The employees receive an invite to carry out eLearning followed by a knowledge-based test via the web portal.

CPM provide real-time access to Western Union to measure performance along with regular detailed analytical reports on predefined metrics.

CPM also deliver key recommendations on corrective actions/further training required where necessary. In addition, the team complete on-going in-store merchandising to ensure that brand presence is maximised.

RESULTS / ROI

Following the first phase of the training program, Western Union experienced 93% increase in desk transactions versus previous period.

Over 70% of participants scored between good to excellent in the knowledge based test.

Retail visual merchandising complete across all branches. Over 12 years successful collaboration with Western Union.

"Making our customers lives better"

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