One of my favorite things about this industry is the people behind it. It’s the pride they show in their work, in being part of something larger than themselves, and in working together to connect and best serve the customer. I spend a considerable amount of time traveling across our footprint visiting our teams and it’s clear the quality of people behind our products and service, from our newest employees to our most tenured, directly corresponds to our success both as a company and an industry.
Attracting, developing, and retaining a highly skilled workforce is critical to successfully executing a customer-focused operating strategy. This belief is reflected in our values and in the investments we make. It’s critical that our employees are provided opportunities to grow, learn, and become experts in their field. The career progression model is very important to us. We approach this with intentionality, consistency, and predictability so that every employee understands how their success becomes our success. By providing significant opportunities for job training and advancement, our employees develop the skills foundational to building a long and successful career.
By investing in the continuous development of our workforce, we directly improve the quality of service and support provided to our customers. For me and the Field Operations team that means making sure our teams are expertly trained to build, manage, and maintain our network, and provide fast, reliable, and comprehensive service when performing an install or repair.
At Charter we provide employees opportunity to advance and grow successful careers. An employee can move around, move up, or move to a different market in one of the 41 states where we have a presence.
Your most valuable employees are those who are with you the longest and have good tenure. Generally, they have a better-quality work product along with a better employee experience. Each major business unit has a learning organization that manages and maintains role-specific training for employees, from new hires to directors. Our Corporate Learning organization supports broader, cross-functional learning initiatives with tools, resources, and technology infrastructure.
“By investing in the long-term development of our employees, we are not only enhancing the work experience for our team, but also ensuring that our customers receive the best possible service.”
By leveraging this learning model, employees are immersed in role-based training whether in field operations, customer operations, sales, or other roles. This approach increases agility for our business units to quickly train employees on specific tools or skills as needs evolve, while our corporate function supports enterprise-wide tools, processes, and leadership programs for the broader organization’s needs.
By investing in the long-term development of our employees, we are not only enhancing the work experience for our team, but also ensuring that our customers receive the best possible service. Each customer interaction is a chance to make a positive connection and put the company in a different light which is the keystone of what we do every day. If as an industry we look to ‘Empower Every Experience,’ we must never forget that the quality of the customer experience, is a direct result of the quality of our workforce.
The equation here is fairly simple, and Syndeo Institute is proud to partner with experts like Monaghan who understand that CX is at the heart of the connectivity industry, and happy personnel leads to so many benefits, including happier customers. For us, it’s a win-win strategy that just makes sense.
Discover more insights in our 2024 Intrapreneurship & Innovation Report.
