Workforce Optimization Case Study

Together, Toolwire and Avaya have built an integrated Workforce Optimization Solution that positively impacts overall operational efficiency by:

  • Decreasing operating costs by reducing overall recruitment efforts (leveraging digital recruitment) and increasing onboarding efficacy
  • Future-proofing the workforce and increasing the speed to productivity
  • Increasing client and employee satisfaction while reducing employee turnover

Toolwire has been a strategic skilling and enablement platform for a Global Professional Services (PS) organization for more than 15 years. The successful digital transformation of their workforce and processes is the result of this partnership.

Spaces LearningTM unified our client’s content, then incorporated collaboration + immersive experiences to support their global growth and expansion by enabling personalized skilling at scale. In today’s skills economy, each team, each employee, each skill is part of an agile, ever-changing, responsive, and adaptive skills matrix. That is the essence of workforce optimization.

In this case study, Spaces Learning addresses the Top Four Challenges of most growing organizations:

  1. Difficulty Finding the Right Talent & Inconsistent Onboarding
  2. Upskilling & Reskilling of the Virtual Workforce
  3. High Turnover of Customer Experience (CX) Representatives
  4. Providing the Right Technology and Tools for Remote Workers

1. Difficulty Finding the Right Talent & Inconsistent Onboarding

Employees are the greatest asset of any organization, and in any large organization, there can be a high level of competition for employees between competing companies. Training must be viewed as an investment in the future, and that your employee assets will provide critical differentiation by developing world-class products and services. The training investment offers opportunities for career growth and success. When properly executed, this creates an incredible business advantage.

The battle for talent is fiercer now than it has been over the last two years. Hiring the best candidates using tangible metrics and creating training plans that align with career path planning and business needs have a long-term positive impact. The Spaces Learning platform innovation adds value here as well.

Onboarding efficiency is improved due to the alignment between each new hire’s understanding, aptitude, and attitude with the duties and responsibilities for each role. It allows the process to focus on the areas of employment that provide the most significant business benefits. One of the main benefits is reduced turnover, as this initial alignment fosters the onboarding process that leads to better employee performance and customer satisfaction.

The full case study explores the “Scaffolded Interviews” methodology and framework that was developed and implemented for this client. This new approach allows the organization to identify the best candidates during the interviewing process quickly. They can set parameters to automatically disqualify candidates that lack the desired skills at any stage in the process.

2. Upskilling & Reskilling of the Virtual Workforce

Our client’s L&D team is an in-house organization committed to agile and accelerated learning that helps its “work at home” (WAH) employees perform to their full potential.

The focus of the L&D team is on upskilling and reskilling. Spaces Learning delivers over two million minutes of training globally per month, including:

  • Hands-on experiential learning
  • Synchronous Instructor-Led Training
  • Asynchronous on-demand training
  • Video Assessments

Spaces Learning labs provide hands-on learning opportunities in a safe and regulated environment that has the additional benefit of being cost-effective for large-scale use. Currently, there are more than 100 different experiential labs in use based on specific hardware and software requirements. These allow each employee to hone and improve their skills in the flow of work.

3. High Turnover of Customer Experience (CX) Representatives

One of the follow-on benefits to screening potential talent and providing an effective Onboarding program is a dramatic reduction in turnover. But in a global organization with multiple CX Centers geographically dispersed around the globe, communication skills and cultural diversity play a significant role in a teams’ effectiveness across boundaries and cultures.

With the demand for employees to work from home, employers must adapt to ensure all employees, including remote employees, feel included and have the skills and tools to be successful. Communication has become increasingly important. As such, the right tools and strategies in place are critical to ongoing business success.

Successful onboarding of employees is not a checklist type of activity. It is an engineered process that is ongoing. Most importantly, responsibilities span the new hire, their manager(s) and trainer(s), and their peers.  A successful onboarding strategy includes content (information), application (opportunities to succeed or safely fail to learn from), and communication – continuous coaching and mentoring. The ultimate goal is to impact behavior to achieve the desire results and outcomes.

4. Providing the Right Technology and Tools for Remote Workers

Spaces LearningTM SaaS platform combines asynchronous on-demand digital learning (Toolwire) with seamless synchronous video conferencing and collaboration tools (from Avaya SpacesTM) to create a fully integrated, engaging virtual classroom. This cloud-based platform has been purpose-built for upskilling and re-skilling in SMB to Fortune 500 enterprises for teaching, learning, and collaborating from anywhere, at any time. Training Industry awarded Spaces Learning as one of 2021’s Top 20 Learning Experience Platforms (LXP). 

These innovations in collaborative, experiential learning provide technical skilling for critical 21st-century digital topics while high-tech employees work from home. This rapid, remote re-skilling has the dual benefits of allowing employees to transform their careers while enabling companies to maintain their competitive advantage. Further, experiential assessments ensure the new skills are retained and productive.

Modern experiential learning approaches provide the recall and reinforcement needed for long-term knowledge retention and tacit knowledge creation. Spaces Learning incorporates those modern features, enhanced by AI tools, in a fully integrated and cohesive digital learning environment that supports synchronous and asynchronous training. Our platform is robust, flexible, and extensible enough to meet global enterprises’ current and future needs.

Spaces Learning Venn Diagram New logo


The power of any Talent Cloud is only as strong as the alignment of its skills-mix to required competencies and roles. Targeting the behaviors and skills gaps that lead to measurably better performance and results is essential. And, doing so in a way that is engaging, personalized, and collaborative leads to the creation of skills and the transfer of knowledge required to achieve operational efficiency.

Spaces Learning provides a collaborative, experiential learning platform for efficiently and effectively delivering 21st-century digital skills and assessments at scale in a remote environment.  Better learning experiences ultimately translate to better employees and better business outcomes. Together, Toolwire and Avaya build solutions that allow learners to connect concepts and ideas in ways that make them more tangible and longer-lasting.

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