322 Ensuring Performance at The Hartford Through Blended Learning and Performance Support
2:30 PM - 3:30 PM Wednesday, June 10
Integration
Lone Star H
Front line insurance sales and customer service representatives typically have only a cursory knowledge of the back end claims systems and workflows. But today‘s business insurance customers are asking increasingly difficult questions and demanding clear competitive differentiation. How does a large, dispersed organization such as The Hartford provide claims systems and process support to non-claims personnel?
In this session participants will learn how The Hartford tapped into the “Strategies for Learning in the Workflow” (from Gottfredson & Mosher’s book Innovative Performance Support) to design a blended learning and performance support strategy. You will discover how this approach provided staff with the support needed to answer challenging customer questions. You will examine how the existing resource of Microsoft SharePoint was used to enable performance support.
In this session, you will learn:
- How to design an innovative blended learning and performance support strategy
- A strategy for sharing across corporate pillars and job boundaries
- How The Hartford armed sales and customer support staff to answer tough customer questions
- A creative approach to performance support utilizing Microsoft SharePoint
Audience:
Intermediate designers, developers, managers, and VPs.
Technology
discussed in this session:
SharePoint.
Chris Willis
Director, Product Content
eLearning Brothers
As a creative instructional designer and business consultant, Chris Willis boasts more than 20 years of experience working remotely, leading geographically diverse teams to solve a wide range of business challenges for large enterprise clients. Chris is currently the director of product content for eLearning Brothers, a global leader in corporate learning technology and custom training development solutions. She holds a BS in arts & media from Grand Valley State University.
Mark Wagner
Vice President Claims Learning
The Hartford
Mark Wagner is the vice president of claims learning at The Hartford, where he works as a talent development strategist servicing learning and the organizational development arena in a variety of corporate and field settings. He is adept at using technology in creative ways for leadership and staff development.
