Key results
Result highlights
The story
Germany's leading telecommunications provider serves over 23 million customers while managing 15,000 call center agents and 5,500 field technicians handling millions of annual interactions.
Standardized learning programs failed to address individual skill gaps, resulting in high performance variability and agents overwhelmed by thousands...
Quotes
“To go from being great at customer service to being excellent is very hard. To get there, Deutsche Telekom wanted to shift from standardized learning to offering lessons tailored to individual agent needs. The analogy would be going from having to search for YouTube fitness videos on your own to actually working with a personal trainer who guides you based on your individual needs.”
The company
Deutsche Telekom
telekom.comIntegrated telecommunications provider for mobile, fixed-network, and IT services.
Scope & timeline
- 8,000 agents upskilled via AI coaching