Logitech, BC Assessment fine-tune training

Investing in People project helps companies target programs
By Sarah Dobson
|Canadian HR Reporter|Last Updated: 03/22/2010

The Harmony remote is a universal remote control that can replace up to 15 remote controls. While it sounds simple, many consumers have questions and they keep Harmony’s call centre very busy. Maintaining this centre can be expensive and poorly trained support agents can impact customer satisfaction and, subsequently, the success of the product.

So Logitech, makers of the remote, decided to redesign the training program used to acquaint new support agents with the Harmony technology. To do a formalized ROI study of this ambitious undertaking, the company signed on with Investing in People, a $1.3-million project sponsored by the federal government to substantiate the ROI of training and encourage companies to invest more in skills development.

“It was sheer fortune” the project came along, said Jonelle Butler, training and curriculum designer at the Harmony division at Logitech in Mississauga, Ont.