Carol Carpenter Training introduced I-Sense as the cornerstone in the Virgin Media Call Centre customer experience initiative. We designed managers toolkits and trained and assessed internal trainers to become licensed I-Sense deliverers. The Train the Trainer programme was challenging and stretching for the trainers and equipped them with the necessary facilitation skills needed to roll out I-Sense across the business, both nationally and internationally. The managers toolkits were a pragmatic aid to enable managers to support their teams in behavioural change and provided innovative coaching techniques.Virgin Media Activate and Operate
Following the success of I-Sense in Virgin Media Call Centre, we were asked to roll out I-Sense to all members of the Virgin Media Activate and Operate Team. This included directors, managers and teams. We designed manager’s toolkits and delivered full day and half-day sessions across the business. To sustain the learning we also provided managers ‘surgeries’ whereby managers could log in to one hour events to share good practice, ask questions and access additional coaching tips.