Sporting KC Enhances Fan Experience with Digital Training for Seasonal and Temporary Staff

• 功能应用 - 远程监控系统
• 平台即服务 (PaaS) - 应用开发平台

• 软件设计与工程服务
• 系统集成
• 培训

Serving a large crowd at Sporting Kansas City poses two training challenges: rapid onboarding of a primarily seasonal staff and training non-profit organization (NPO) members who come from diverse backgrounds and skill sets. The previous training methods, which included PowerPoint presentations and live instructors, were ineffective as they led to disengagement and a decline in the number of trained individuals over time. This resulted in a negative impact on the fan experience. Additionally, the hectic pace of game days made on-the-job training impractical, necessitating a more efficient training solution.

Sporting Kansas City is a professional soccer club based in Kansas City, known for playing in front of sold-out crowds and having a strong fan base with 14,000 season-ticket holders and a waitlist in the thousands. The club prioritizes the fan experience at Children’s Mercy Park, where they play, and is recognized as a leader in providing an exceptional sporting experience. The club also engages with the community by offering non-profit organizations opportunities to raise funds by working at the stadium, primarily in concessions.

Sporting KC partnered with CD2 Learning, a SaaS learning and development platform, to create a more efficient training program for their younger and temporary workforce. The platform allowed for the creation, delivery, and tracking of engaging training content, with a focus on mobile accessibility. CD2’s moment-in-time application enabled on-demand learning, content curation, and collaboration. Sporting KC worked with CD2’s professional services team to design instructional content and used authoring tools to create online courses and simulations. The training included videos, game-based lessons, and simulations, with built-in assessments and gamification elements to enhance engagement and retention. The platform also allowed for easy updates to procedures and information, ensuring that all workers were well-prepared and confident in their roles.

• Increased confidence among seasonal and one-time workers, leading to fewer accidents and errors during games.
• Experienced staff appreciated the new training content, feeling better prepared for conflict resolution and fan interactions.
• The training program is being considered for rollout to full-time staff based on its success with NPO and part-time staff.

• Transaction speed has increased.
• Service failures have decreased.
• Revenues have increased.