One Year, Big Changes: Mutual of Omaha’s Transformational Journey

In our recent Sit Down with SymTrain, we had the pleasure of speaking with Jenny Irving, Business Transformation and Learning Professional, and Kelsey Tyson, Business Program Consultant at Mutual of Omaha. This insightful discussion marked the one-year anniversary of the SymTrain and Mutual of Omaha partnership, showcasing the remarkable evolution and transformation that has taken place over the past year.

Here are the key takeaways

• Strategic Integration: The partnership initially focused on new hire training but quickly expanded to include critical thinking skills, change management, and sales training, reflecting a broader strategy to use SymTrain across various transformational projects.
• Change Management and Sales Skills: SymTrain was leveraged to move beyond process-driven training to fostering a business-owner mindset among agents, emphasizing critical thinking and sales behaviors rather than just script adherence.
• Sales University Launch: The introduction of a new training program, Sales University, utilized SymTrain as a retention tool, helping to maintain momentum and track knowledge growth among agents.
• Enhanced Coaching Capabilities: SymTrain enabled coaches to gain real-time insights into agent performance, allowing for more targeted and effective coaching interventions, ultimately improving customer interactions.
• Increased Time to Competency: The use of SymTrain has resulted in a quicker transition to competency for new hires and has provided valuable data to adapt training for individual learning needs.
• Agility in Training: The ability to rapidly create high-quality simulations in response to compliance changes or operational needs has been a game-changer, ensuring agents are always up-to-date with the latest information.
• Innovative Learning Experience: Mutual of Omaha has embraced creativity in their SymTrain simulations, making them engaging and fun, which has significantly improved agent buy-in and learning outcomes.
• Future Plans: The next phase includes expanding SymTrain across the entire organization, integrating it into every change management project, and revolutionizing the hiring and onboarding processes by utilizing SymTrain for more individualized training.

We invite you to watch the full discussion and learn more about the transformative journey Mutual of Omaha has experienced with SymTrain: