Halfords Learning Needs Analysis (LNA)
Halfords commissioned the services of Ember Real Results to conduct a detailed analysis of their learning needs and provide advice, guidance on ideas for improvement to then help drive and influence their learning strategy.
How We Helped:
Our experience learning team spent time in Halfords operation and conducted a full LNA diagnostic working closely with all areas of the operation and existing learning department.
We were able to identify opportunities to create a more structured learner pathway for new recruits joining the Customer Support Centre.
Halfords already had a comprehensive new starter induction and used an online platform to complete Quality evaluations however other recommendations were identified to increase the efficiency of the Learning and Development strategy in order to improve the customer experience and create more sales through service.
Once we had completed our detailed diagnostic we were able to produce a detailed document containing outcomes, findings, suggestions and priorities any recommendations that we believed would deliver the best operational results.
We submitted our proposal in a way that Halfords were able to implement step-by-step themselves with the support of Ember Real Results for further advice as required to ensure a successful learning strategy.
We provide world-class Robotic Process Automation (RPA) consulting. We identify, size and prioritise processes in your business, which are ideal for automation. We do this for all types of industries and are currently delivering large-scale automation projects with a number of household brands.
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Ember Group is a specialist consulting, analytics and professional services group dedicated to transforming customer engagement and CX strategies and operations for major brands globally. With offices in London and Toronto, we deliver solutions to help organisations realise their customer service vision and increase commercial value from their service operations.
We have a team of specialists across various practices and disciplines, including service operations, digital, outsourcing, technology, commercial and finance, analytics, recruitment & search, training and L&D.