Sage has revised how product knowledge is embedded across its European Support teams by replacing traditional classroom learning with ‘Quizzical’ – a personalised, daily learning reinforcement approach. By targeting individual knowledge gaps in just a few minutes per day, Quizzical has helped boost retention levels, increased confidence and created a scalable model that supports over 1,000 colleagues in five languages. This shift has delivered clear operational gains: improved first‑time call resolution, reduced handling time and stronger Transactional NPS (tNPS), as well as improving colleague satisfaction.
Gold Winner: Most Effective Application of Technology to Support Operational Excellence