Dashe & Thomson

APRIL 17, 2011

Then we need to identify specific metrics to demonstrate and deliver on those expectations. You can draw on the “before-and-after” business and human resource metrics that are readily available in any company. He says we need to find out what success will look like in the eyes of stakeholders or management. Liam McCoy: Thanks for this.

Kirkpatrick 168

Kirkpatrick Social Learning Social Networks Blogging 168

CLO Magazine

OCTOBER 11, 2013

When FMC Technologies experienced rapid growth in a business sector, its customer service performance suffered. As a result, they started from scratch to devise a new customer service management training program for the entire western region that would be measured by a simple metric: a Net Promoter Score.

Customer Service 61

Customer Service Services Culture Custom 61

Learning Visions

FEBRUARY 6, 2009

What are the relevant metrics? Get sign-off from all stakeholders on behavior change goals, resourcing responsibilities, metrics. If program is about improving customer service -- then ask customers. How do you quantify self-reports when theres no business metric? What other support mechanisms, systems, etc.

Authoring Tools 100

Authoring Tools Metrics Wiki Develop 100

The Learning Dispatch

APRIL 6, 2018

If you’ve got a good instructor-led program, you’ve got your instructional objectives, you’ve got the knowledge and the content necessary to enable the students to achieve those objectives, you probably have some measurement tools or metrics, take those ideas and then reinvent them in an elearning context.

Compliance Training 40

Compliance Training Blended Learning Convert Classroom 40

Jay Cross

DECEMBER 1, 2008

No customer service at all! when called their customer service, the rep said 20% of bags are left behind to make weight on flight even! The customer service agents have absolutely no information and the only reason we learnt about this was becoz my dad was able to call us using another passenger’s cell phone.

Classes 36

Classes Issue Services Customer Service 36

Jay Cross

NOVEMBER 28, 2008

No customer service at all! when called their customer service, the rep said 20% of bags are left behind to make weight on flight even! The customer service agents have absolutely no information and the only reason we learnt about this was becoz my dad was able to call us using another passenger’s cell phone.

Classes 36

Classes Services Customer Service Write Blog 36

Avilar

JULY 11, 2018

Raising the Bar on Citizen Customer Service. They expect their government to provide informed, empowered, and accessible digital customer service. Residents expect government workers to be knowledgeable about their agency and the services they deliver. The customer is always right.” Informed Support.

Customer Service 40

Customer Service Services Custom Metrics 40