Training & Knowledge Management
The pace of change in the workplace is increasing. Not only are the technologies and processes we use changing, so is the way we learn and access information. Organizations need modern approaches to learning to keep up with new technologies, policies, content and citizen needs. Training needs to be rolled out quickly and information needs to be readily available to make immediate impact on employee performance and, in turn, on citizen satisfaction.
All of our training products are custom designed to meet the specific needs of the agency. We work with our clients to understand their mission, work environment, technology resources, and challenges to design training and knowledge management programs that are relevant and impactful. We use data to create training programs that address the real needs of the organization and the constituents they serve. From traditional classroom environments to interactive online experiences, we deliver training in a way that teams need and want to receive it. In the end, we want to be able to measure the results of the training through defined benchmarks and dashboards that measure performance and progress. We deploy robust knowledge management programs to ensure accurate and timely information is always available, and continuous improvements evolve with the organization and citizen needs.
Why Clients Choose Us
Performance Improvement Training
Improving the performance of your agency requires you to invest in improving the skills of your employees. An effective performance improvement training program identifies areas where improved performance can benefit the agency most, and targets engaging, relevant training that enhances skills to drive improvement.
Using games to master content has come a long way from the earliest iterations of playing Jeopardy! in a classroom on the blackboard. Today’s e-learning gamification techniques tap into users’ competitive nature with opportunities to master content as well as provide real-world simulations.
HighPoint helps clients provide employees with quick access to the information they need, when they need it, in the format they need it in. We design knowledge management systems that enable employees to access information quickly and allows the organization to update information when things change.
Agile and DevOps Coaching
Agency teams are looking for ways to achieve the efficiencies of agile development, but its not always easy to make the switch given all of the legacy processes and IT in place. We work with clients to chart a path forward so that agile solutions and processes become a seamless part of their organization when developing training related to systems or policies.
Improved the effectiveness and accuracy of more than 25,000 Customer Service Representative (CSRs) in responding to questions from Medicare beneficiaries and Affordable Care Act (ACA) Marketplace consumers.
Raised Satisfaction Scores
Increased CSR Satisfaction Scores from an average of 93.3 percent in 2014 to 96.6 percent after implementing new training programs.
Reduced the time required for new CSRs to become fully trained by 50 percent while also reducing needed supervisor monitoring time by 30 percent.
Solutions that Work
Reduced training and onboarding time of new CMS call center agents by 33 percent.
We used agile coaching to improve our client’s “eDocs” environment to provide enhanced collaboration, integrated search. The eDocs team responded to the request of a large bank to automate the record declaration process for 70,000 documents – within one week.
HighPoint has developed and maintained over 8,000 pages of content which enables Medicare and ACA customer service representatives (CSRs) to provide the most optimal customer experience possible. In 2017, as a result of continuous improvement and proactive knowledge management updates, CSR questions and requests for updates for Medicare dropped by 33%.