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Delta: Training and Engagement on The Front Line

Video Description

Do you want to change the way your call center employees are engaged? Is your training boring and outdated? Do your employees moan when they are training? Learn how the Reservations and Sales division at Delta Air Lines developed a game to address these items. Ready, Set, Jet is the travel game for front line reservation representatives; focusing on job knowledge, customer service and selling skills. In this session, you'll hear how Delta designed and developed the first level of the game in 6 months and included aspects of social gaming, achievements and rewards and learning. And hear what's on the horizon. Ryan Mizusaki GM Reservations Tech, Delta Airlines