Since the rise of COVID-19, many organisations have had to relieve many of their employees, in order to remain afloat in this time of crisis. Customer Insights have enabled organisations to decide and prioritise which areas of their business need investment and prioritised upskilling in order to support and cope with strain on the services and the employees. Genevieve MacLean from Optus will use lessons learnt throughout her experience, to discuss how Optus had to equip their workforce with the skills and training needed to support strain on services, whilst navigating an online learning environment.

·        Assembling your workforce to support volume and change in customer demand, through L&D programs that accommodate remote learning

delivery.

·        Through data analysis, identifying high traffic areas and re-skilling employees to handle any strain that is placed on service and delivery

·        Through Trial and Error, learn from your workforce on how to improve L&D practices across the organisations.