CHAPTER FIVE Because of the simple user interface and enhanced mobile capabilities of the RingCentral platform, we have been able to sustain premium growth through April even with the switch to a virtual environment. We’re still growing our team by 8% every month. We’re RingCentral able to train new hires remotely on using RingCentral Contact Center, and we can get them up and running quickly to serve our clients. Michael Moxley VICE PRESIDENT, SERVICE DELIVERY, GOOSEHEAD INSURANCE Playing in We’re expecting very high levels of demand for our field service team. We’ve been working to make sure that our ProntoForms apps have consistent terminology and that we’re all using it the same way. This will a New Key ProntoForms help us with onboarding and just-in-time training of additional staff that will surely be needed as we have elevated demand. Lenny Cumberledge FIELD SERVICE DIRECTOR, GOJO INDUSTRIES I’ve cooked a Peking duck twice — Thanksgiving and Christmas. It takes several days prior to the day you cook the Peking duck to prep it. The skin came out crispy and the meat juicy and tender. I’m particularly proud of this because years ago, I didn’t cook. And this year, I made something complex. s time stretched on, many worked for us. Similarly, in our new of us finally picked up that work-from-anywhere world, com- Jennifer W. Lee Aguitar or mandolin that panies needed to evolve the way SALESFORCE MVP had been gathering dust in the they onboarded and trained corner. With online tutorials, virtu- employees. From new-hire training al teachers, apps, and books galore to continued professional develop- We use myTrailhead for training our agents, and for training new hires. there were plenty of ways to learn. ment, organizations used AppEx- Once COVID hit, we were able to use it to train our people on how Whether we were experimenting change solutions to support their to respond to customers for self-service. Trail Tracker enabled us to with a new instrument or honing workforce in new ways. Trail Tracker measure their progress. existing skills, we found a way that Jim Mitchell SENIOR BUSINESS SYSTEM SOLUTION ARCHITECT, VIZIO 7