The Customer Service industry is a broad and diverse one that only seems to grow more expansive and important each year. In fact, Forbes indicates that “…the customer experience (CX) is more important than ever.” With so much riding on providing an excellent customer experience, it is no surprise that companies around the world want top-notch employees to be providing that experience. To address the gap between individuals with the necessary training and entry-level customer service roles, a variety of workforce development programs have stepped up to the plate. Not only do these programs provide underemployed young people with the skills they need to succeed and thrive, but they connect employers in need of customer service professionals with the cream of the crop. Tech Impact’s CXWorks program is one such program that is making a difference in its Las Vegas community – but not without help!
When the leadership at Tech Impact first began exploring launching the CXWorks program in Las Vegas, they knew that there would be no shortage of interested applicants who were ready to start their career. They also could see the growth in opportunities indicating that the city would become a hub for customer experience professionals. The biggest question that they needed to answer was, “What should the pillars of our instruction be?”
Having a robust and engaging curriculum is the cornerstone for any successful training program, so the team looked to what others had already carefully crafted in this realm. In doing research, they were struck by the impressive format that the team at Generation had created for their Customer Service training pathway. After discussing and collaborating together, a fortuitous partnership began.
“Generation has been a great resource in helping us develop our curriculum and giving us a framework for the structure and flow of the CXWorks program,” Cami Lewis, Tech Impact’s Las Vegas Community Manager, stated about the partnership.
“We are very proud of the graduates of the Generation and CXWorks program, and are confident that they are on their way to fulfilling careers,” said Jennifer Sikes, Director of Communications for Generation. “We’re looking forward to our continued work with CXWorks to bring opportunity to more young adults in the area.”
Since the CXWorks program kicked-off in the fall of 2016, over 20 students have already benefited from this partnership. One recent graduate reflected on her experience saying, “I will never be able to express with words how I feel about this program because thank you is not enough. I learned about everything, not just Customer Service. I learned about life, professionalism, friendship, the future, and my career. I learned how to be strong and confident, how to face problems and difficulties, and how to be successful in my professional life. Thanks to this program, I have two job offers and I know that my future will be great.”
Generation is a nonprofit organization that was founded in 2014 to bridge the gap between unemployed young people and entry-level jobs at a speed and scale unlike any other. Generation programs prepare unemployed or underemployed students, aged 18 to 29, for jobs in four different sectors: healthcare, technology, retail/sales, and skilled trades.
Today, Generation is active in five countries – 47 cities and 104 sites – with diverse social, economic and labor-market contexts. Tech Impact’s experience with workforce development training brought a vast network of mentors, volunteers, supporters, and hiring partners to round out the CXWorks program into something truly unique. With the impressive track record and inspiring student success stories from both organizations, the partnership between CXWorks and Generation is destined for life-changing impacts.
CXWorks is in need of volunteers in Las Vegas. If you would like more information, please email us at CXWorks@techimpact.org. If you would like to sign-up as a volunteer, please click the button below.