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Customer Satisfaction: Gaming the System

The Performance Improvement Blog

When it comes to measuring customer satisfaction, managers are gaming the system. They are advising customers to answer survey questions in a way that makes the manager look good, i.e., a rating of 5 on a 5-point scale. Customer Service Run Amok.

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Applications of online training: customer service


Customer service training is in fact the blueprint for a company’s entire support process. A solid training program ensures that a team operates to consistently deliver good service to customers, with or without a game plan.

ScreencastCamp 2013 Session Content

TechSmith Camtasia

Creating Re-usable Templates in Camtasia. Troy presents how to create re-usable templates in Camtasia. In the presentation you’ll find out about cost, security and service involved with Wistia. Tips on engaging customers and telling a story in your screencast.

Creating Impactful Learning: Experiences in the BFSI


The Banking and Financial Services Industry (BFSI) has been a forerunner in adopting the newer ways of imparting training for its ever-increasing and ever-changing training needs. The game had a series of activities to depict customers and their varied queries.

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State of the Front-Line Manager

customer service group, shift managers in your retail. manager, talent developer, motivator, customer. To create effective front-line. effective front-line managers create. passion to create greater impact. managers create concrete goals for.

Creating Games for Learning: Strategies for Learning in a ‘Different’ Way


Games are exciting and create a lasting impact. The engaging element can be introduced through the narrative, a vivid storyline or even creating a context for the learner – which the learner can relate to. Create multiple layers of challenges that lead to the ultimate prize/goal.

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Cultivate a Culture of Customer Service

CLO Magazine

When FMC Technologies experienced rapid growth in a business sector, its customer service performance suffered. Quinn contacted Linkage, a global leadership development firm, to help the western region’s customer-facing employees become better strategic thinkers.

Joy to the World of Work

The Performance Improvement Blog

By explaining how Menlo works with clients, estimates costs, organizes work assignments, develops teams and leaders, and ensures quality, Sheridan provides a guidebook for creating joy in any organization. . . It’s fitting, in this holiday season, to be talking about "joy".

Culture Change and Leadership

The Performance Improvement Blog

The experience of Andrea Whitmer , a customer of Vocalocity who happens to be a blogger, suggests that the actions of the company are aligned with Kellum’s values. This alignment is evident in customer service and quality of the products that Whitmer reviewed.

Using Game Design To Create Accomplishment Based Learning, Julie Dirksen #astdtk13 @usablelearning

Learning Visions

I'm at the ASTD Tech Knowledge 2013 Conference in San Jose, California. We are creates of urgency. She mentions a good slide share that talks about how they created that game). Teaching remedial math in the context of creating a new coffee shop. Kineo. Normal. false.

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Scheduled Maintenance on September 20th, 2013 from 10pm to 11pm EST – for 1 hour


We are conducting scheduled maintenance on September 20th, 2013 from 10:00 pm to 11:00 pm EST – for 1 hour. The maintenance session is being undertaken to add 5 new custom result types and upgrade our internal server.

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Enhance Your Mobile Learning Delivery with 7 Eye-openers.


mLearning has, slowly but surely, been creating a niche for itself in corporate training and learning. Even a decade ago mLearning was being created and utilized for learning – though sparingly. The good news is that all mLearning content need not be created from scratch.

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Learning In Practice Awards 2013

CLO Magazine

Awards were presented to the top three entrants — gold, silver and bronze — in more than a dozen categories, including Strategy, Technology, Trailblazer and Collaboration for practitioners and Vendor Partnership, Blended Technology and Community Service for vendors. Learning providers were recognized for their service in eight categories, including e-learning, academic partnerships and social learning. Excellence in Community Service.

Camtasia Studio 8 Boot Camp in March/April 2013 – Sign up now!

TechSmith Camtasia

If you’re an enthusiastic beginner or intermediate-level learner who wants to create top-drawer tutorials and marketing spots, then these courses are for you! Camtasia for Mac (New course!): March 28-29, 2013 in Romulus, MI.

Designing eLearning for iPads – Webinar Recording and Q&A

Upside Learning

A: The best way to get people acquainted with eLearning on tablets is by identifying any support opportunity that can be provided using tablets and then to create and deliver it via the devices. We have been helping our clients with HTML5 development services & solutions.

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7 big opportunities that MOOCs offer corporates

E-Learning Provocateur

Instead, corporates should consider making their offerings “MOOC like” by creating an online space in which the content can be consumed and discussed by the employees (with SME support) over the course of several weeks.

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e-Learning budgets: Doing more with less


Therefore, despite fluctuations of the economy and limited training budgets, companies are always on the lookout for sustainable learning solutions that can be created and delivered within limited means – of time as well as money. Use audio and video to create impactful learning.

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44 Profitable Markets within the Training Industry


Find which one speaks to you the most and run with it, do research, and create your own value-added contribution. Customer Service Training. Customer Training. Food Service Training. International Translation Services.

eLearning: Want Learners to Retain Data? Reduce Anxiety

The Logical Blog by IconLogic

Let's say you're designing eLearning to demonstrate to new employees how to create the best customer service. Should you tell a tale of customer service gone wrong that caused the company to lose business? by AJ Walther.

Numbers Don’t Lie: ROI of Corporate Training


Customer service. Even focusing on creating a training program in just one of these areas can have dramatic impact on the company. Every company makes the majority of their decisions based on how it will impact their bottom line.

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The Best of Times, The Worst of Times: opportunities and challenges for the L&D profession

Performance Learning Productivity

Respondents represented a range of sectors and organisation types – financial services, oil and gas, healthcare, business services, industry, government and third sector were all included. CONTENT CAPABILITIES In some cases content will be created by the L&D team.

Three Questions to Ask Before You Create a Learning #Game

Kapp Notes

There are many considerations that need to go into creating a learning game. Lack of customer service? Here are three questions you should ask before you begin. 1) What business problem is prompting the need for the game? Lack of sales? Quality? Time Problems? Other? 2) What are the learners not doing now that they should be doing in terms of the problem described above? 3) What is the desired outcome of the game?

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Here’s the Scenario: Tenets for Scenario Based Learning


Here are a few popular and easy ways: Through conversation: Building conversations is a great way to create scenarios. It creates an atmosphere of informality and the development is gradual to mimic real life. Through popular themes: Themes create a background for learning.

Education and Marketing – Why the Two Must Team for Success in eLearning

Association eLearning

Marketing should be a coordinated activity within an association and include a team of all the content and service areas.” – Cecilia Sepp, Vice President and Client Operations Officer, Association Laboratory. Who your customers are. •

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Manager's Role in Learning and Performance Improvement

The Performance Improvement Blog

This is the question I will be answering in an ASTD-sponsored webcast on September 24, 2013 from 1:00 p.m. A hospital learns how to put the “wow” in customer service. They understand it and strive to create an environment that supports it.

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What Can You Expect in 2013?

CLO Magazine

Several trends will drive performance and development in 2013, and learning leaders will need to strategize for mobility. Imagine a baggage handler accessing a job aid on his or her bag tag scanner or a copy machine service technician connecting via the machine interface to a live, virtual mentor. That may be because while apps are easy to create, they are not easy for corporations to support.

5 Major Players in Distance Learning


Be it a traditional LMS offering, new software-as-a-service tools or the newer MOOC platforms , the list seems to grow larger every day. In the realm of e-learning , private companies and institutions are slowly expanding to provide services for this new trend.

Video Learning Platforms

eLearning 24-7

2013 - LMSs are not the only learning system in town. Transcription services – already in the platform. Another capability of transcription services is the ability to change the language. Custom domain. Can create a channel in the Roku store. Flashback.

LearnDash Version 1.4.0 Brings You GROUPS!


Our customers have spoken, and we have listened! If your organization has multiple departments, you can easily create a Department Group and assign one (or more) Group Leaders. You can create an unlimited number of LearnDash Groups and Group Leaders.

A Year of “The Performance Improvement Blog” in Review

The Performance Improvement Blog

The topics ranged from creating a learning culture to increasing employee engagement to improving organizational communication to evaluating executive coaching, and more. Wishing you a healthy and prosperous 2013! It’s time to do a little year-end reflecting on my blog posts from 2012.

ELearning and WordPress: Critical Success Factors


This is one of the more popular aspects to come out of WordPress, and that is the ability to create your own network of WordPress sites. The WordPress ecosystem is great because it allows for customization at the speed of thought. Who created it?

Integrity is Critical in the Learning Industry


In any industry, the most important asset to a company is their customers. Do right by your customer-base, and your organization will experience success as well. For example, if you create a contract (or terms & agreement) with your customers – honor it.

5 Reasons Why MOOCs Provide Little Real Value


Elearning breaks down the barriers of education like never before, and the tools to create elearning are becoming more robust every day. If a course you are taking from a MOOC stinks, then don’t expect customer service to diligently follow-up on your feedback.

2013 Excellence in Content

CLO Magazine

wanted to bolster brand engagement among its employees to better reflect the company’s shift from software and hardware maker to end-to-end enterprise business services provider. The company sought to strengthen this new definition of its brand throughout the organization — an initiative that would result in a more consistent and unified experience for customers. The hotel also aimed to create a sustainable training program. BRONZE: EBSCO Information Services.

Introducing the TechSmith Social Media Team

TechSmith Camtasia

I serve as a TechSmith champion to maintain, grow, and work with a variety of communities who are engaged with TechSmith products and services online. I would trade jobs with one of our Evangelists because I would love to travel more and interact/meet face to face with our customers.