From: Ramon Chen
Sent: Tuesday, August 13, 2002 10:11 AM
To: *MetaTV All
Subject: Capt. Midnight: Cox Training has begun … and the feedback is …
…. they love it!
Hello everyone from Pensacola, FL. We are very excited to tell everyone that yesterday MetaTV complete our first every customer training session!
Another amazing milestone for MetaTV.
The audience consisted of CSRs (customer service reps) and FSRs (field service reps) as well as 3 members from Cox corporate whom we had been working with over the last 3-4 months to design and create the course structure and materials and Cox trainers who will eventually continue to deliver the courses in the future. The delivery of the course took 3 and a half hours and included numerous training exercises, quizzes, hands-on as well as great presentations by the tag-team duo of Jeff and Sarah.
From the very start, the attendees were extremely excited about the service and our offerings. We received a great reception from Cox and their training facilities were perfect allowing us to deliver a mixture of PowerPoint presentation, “live” system demo and hands-on exercises with remotes and S.A boxes as well as a “captured” simulation on PCs. As Jeff and Sarah introduced MetaTV and explained how what we did and how we partnered with Cox, this was the first time that we were being exposed to customer field reps at Cox. The service looked magnificent and as each content category was introduced we were excited to hear the reps remark that they themselves would find the information such as weather and movie listings useful and they wanted it in their homes now!
There were great questions asked along the way and the training not only enlightened the attendees, but their feedback immediately began to give us real world responses to the service, sparking many suggestions and comments which they felt would increase the “local” acceptance of the service. Being able to meet Cox customer representatives at the front line, we were also able to immerse ourselves in their procedures for troubleshooting, how they upsell offerings such as High Speed Internet access and respond to their questions about how iTV will fit into their range of offerings they promote to their customers. It was a two way learning street.
Of course we were not the first to arrive in Pensacola, just last week Craig Thomson blazed the trail by installing all the software needed to get the service up and running. Thanks to Craig, his efforts allowed many of the attendees to actually have the opportunity to preview the Cox iTV service even before they attended the training.
As mentioned the training course and materials were created over a period of 3-4 months and was an incredible MetaTV team effort. Many thanks to everyone including Guru, Michael C, Eric S for technical troubleshooting materials and FAQs, James Park and creative for assisting with screenshots used to assemble and create the PC simulated demo. Marj, David B, Maikanh, Craig T, John C for providing feedback on presentation and course content. Of course, without the collective efforts of every group: Engineering, Professional Services, Creative, Customer Support Services, Operations, HR, F&A ,Sales and Marketing we wouldn’t have the opportunity to get to this point to provide the training, having won the confidence of Cox with such incredible technology, a great looking service and innovative, adaptive and amazing people.
With 3 more days of training to follow there’s more work to do including a trip down to Ft. Walton (another Cox region) but all signs are that people are loving it and the rollouts here are forging ahead.
If you’d like to see some photos of the training as it happened, check out \magellanpublicMarketingPensacolaFrameSet.htm (a link from the photo gallery in the marketing section of Metanet will also be eventually posted)
All the training materials and simulated demo can also be found on Metanet at Marketing/Prod Mgmt within the section Events and Training under the bullet “Customer Training Materials”