Motorola's Home Networks & Mobility Division partnered with Impact Learning Systems and TSIA in the Support Staff Excellence program. After a 10 week initiative, with 150 engineers and managers receiving Customer Service Professional (CSP-I) training from Impact, Motorola recorded a 10% improvement in customer satisfaction and a 56% improvement in call resolution rates. In addition, Motorola received the Support Staff Excellence certification, sponsored by TSIA.
In the words of Mike Horton, Senior Director, "Winning at Motorola means that we are relentless in our pursuit of improving customer satisfaction. We couldn't be happier with the results. TSIA and Impact helped us surpass our service commitment goal to our customers."