TELUS, Canadas fastest-growing telecommunications company, has always taken pride in delivering excellent customer service. CEO Darren Entwistle attributes this success to an inclusive corporate culture that empowers team members to deliver what customers need and want: Our team, and the incredible culture weve built, is our companys most valuable asset and the secret to our success.However, the companys call center learning team wanted to further improve the customer experience and began developing a new customer service model in late 2013.

The Workforce Innovation and Opportunity Act (WIOA), signed into law in 2014, makes approximately $4 billion available for training during each of the next six years. The money is to be distributed through local workforce investment boards in three funding streams: adult, dislocated workers, and youth. One of the new components of WIOA requires more engagement with employers to understand: