Case Study: Thomson Reuters boosts customer support skills and retention with CompTIA training

Thomson Reuters trains 55+ support employees with CompTIA to boost retention and customer satisfaction

Thomson Reuters faced a challenge in its customer tech support department, where employees excelled at product-specific training but lacked broader technical skills to troubleshoot complex customer issues. To bridge this skills gap, the company partnered with vendor CompTIA to implement its training program, which included certifications like CompTIA A+.

The solution from CompTIA empowered employees with foundational IT knowledge and industry-recognized certifications, boosting their confidence and credibility. The results for Thomson Reuters included enhanced technical skills that improved customer satisfaction, a significant increase in employee retention, and a measurable positive impact on the team's overall capabilities.

Thomson Reuters