LS603 Turning New-Hire Training into a Motivating Game
1:00 PM - 2:00 PM Thursday, March 23
Games and Gamification
International Center
In retail banking, like many regulated industries, the entry-level customer service employees have complicated jobs combining relationship skills, compliance with complex regulations, and adherence to frequently changing policies and procedures. Conventional wisdom still says these skills are difficult to learn effectively with online learning technology, particularly if the learning is self-directed.
In this session, you will learn how Capital City Bank turned a once burdensome onboarding program into one that engages and motivates new tellers. See how they tackled the onboarding challenge with a self-directed online learning experience that meets all five “moments of learning need,” offers intuitive performance support, provides career path opportunities for all tellers, and reinforces corporate culture.
In this session, you will learn:
- How to structure a single online learning journey intuitively for performance support, compliance training, and new-hire orientation
- How to apply gamification and communication approaches to attract and motivate participants in your own learning programs
- How to create personalized experiences
- How to create custom content on a budget
Audience:
Intermediate designers, managers, and directors.
Technology
discussed in this session:
Intrepid Learning’s learning experience platform—desktop,
mobile, and tablet views.
Judy Albers
Principal Consultant, Learning Experience Design
Intrepid Learning
Judy Albers is a principal consultant for learning experience design with Intrepid Learning. Judy, an MSEd, helps leading companies create engaging online learning experiences backed up by neuroscience and research on web behavior. These projects have earned over a dozen awards from across the learning, media, and marketing fields. Prior to Intrepid, Judy served as first vice president of learning technology at JPMorgan Chase, and she facilitated Bank One’s learning governance council during its three straight years as the top-rated bank in the Training Top 100.
Denise Wilson
Vice President, Director of StarUniversity
Capital City Bank
Denise Wilson is the director of StarUniversity at Capital City Bank and has a consulting practice focused on performance improvement. A CPLP with over 25 years’ experience in training and development, Denise brings passion, energy, and make-it-happen attitude to everything she does. As Capital City Bank’s learning leader, Denise believes it is her responsibility to inspire a passion for learning in bank associates and provide them the tools to be successful. The Teller Learning Hub is one of those tools. It came from a desire to give tellers the information they need when they need it in a familiar format.
