Discover how investing in CompTIA training transformed Thomson Reuters’ customer support team, improving technical skills, customer satisfaction, and employee retention.
Bridging the skills gap with CompTIA
Thomson Reuters, a global leader in information services, identified a critical gap in their customer support team’s technical skills. While employees excelled at product-specific training, they needed broader IT knowledge to solve complex customer issues. To address this, more than 55 employees participated in CompTIA’s training program, earning certifications like CompTIA A+ (220-901 and 220-902).
Brad Fisher, Sr. Director of Customer Tech Support, shared, “We’re great at training employees on our products, but CompTIA helped us strengthen their general technical skills. This has been one of the most impactful investments in our employees’ development.”
The impact of CompTIA training
1. Enhanced technical skills
Employees gained foundational IT knowledge, enabling them to troubleshoot customer issues more effectively.
“The training was incredibly beneficial. I could apply what I learned immediately, helping customers more efficiently,” said Zach Jacobson, Support Representative.
2. Improved employee retention
Investing in employee development fostered loyalty and reduced turnover.
“When employees see you’re investing in their growth, they’re more likely to stay. It’s a win-win for everyone,” noted Barbara Guth, Tech Support Manager.
3. Industry-recognized certifications
CompTIA certifications added credibility and boosted employee confidence.“The certification carries weight in the industry. It proves my expertise and enhances my professional credibility,” said Charles Lehman, Westlaw Consultant.
Why enterprises should invest in CompTIA training
According to the Work Institute Retention Report, over 75% of employees who quit could have been retained with better development opportunities. CompTIA training not only equips teams with essential technical skills but also strengthens employee satisfaction and loyalty.
Empower your workforce with CompTIA
CompTIA’s training program transformed Thomson Reuters’ customer support team, equipping them with the skills to excel in their roles and better serve customers.
Ready to invest in your team’s success? Learn more about CompTIA training programs.
