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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. Rather than trying to improve the customer experience, they are trying to improve their scores. Sometimes they understand what customers mean by a particular rating and sometimes they don’t. 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. Whilst a variety of elements go into creating a successful business, customer service is center-stage and every interaction the company has with a customer can affect its bottom line.

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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. Powerful tips and tricks to help you boost engagement and create algorithm friendly videos. Tips on engaging customers and telling a story in your screencast. Creating Good Audio Kari & Rob & Shannon. Useful tips and tricks on creating great audio.

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 answer to this can be found with a little introspection – of what the learning needs to achieve, the available technologies, and the ways of garnering them to create impactful learning. The game had a series of activities to depict customers and their varied queries.

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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. Interactivities and other experiential exercises can then create the avenue for ‘learning’. So creating a serious game is about balance – between ‘learning’ and ‘fun’, between visual appeal and content.

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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. . In the Menlo culture the message to employees, both implicitly and explicitly, is that we are learning together how to best serve our clients while creating an enjoyable and meaningful work environment. . 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. However, there is no doubt that the company is trying to create a culture consistent with the values of its leader. . The culture of a company is shaped by the values and behaviors of its leaders.

Cultivate a Culture of Customer Service

CLO Magazine

When FMC Technologies experienced rapid growth in a business sector, its customer service performance suffered. But when the western region’s workforce grew from 12,000 to 16,000 employees in two years, a comprehensive business review revealed customer satisfaction issues such as inconsistent service, late product delivery and client relationship concerns.

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.

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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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. Instead of a photoshop on working with layers, why not "how to create swanky blog headers?". First module could be a slow lunch shift and you're dealing with an employee who is late and a customer complaint.

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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. Camtasia Studio 8 Basic Training: April 1-2, 2013 in Romulus, MI. Camtasia Studio 8 Advanced Topics: April 3-4, 2013 in Romulus, MI. The post Camtasia Studio 8 Boot Camp in March/April 2013 – Sign up now!

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. Even a simple, yet comprehensive training program for custom service reps resulted in an improved customer satisfaction rating of 9.5%, and happy customers are reported to be 33% more likely to do more business. Every company makes the majority of their decisions based on how it will impact their bottom line.

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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. The training industry is continuing to grow at a rapid pace, especially given the advancement in new technologies. For an individual, or company, looking to get involved in the industry, there are quite a few niches to get involved in.

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. This is a huge advantage for industries where learners are spread far and wide or where they are on the move – like Retail, Pharamacuetical, Healthcare, Banking and Financial Services, Distance Education, and so on. The software that creates content fastest.

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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.

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. Create a foolproof plan of action before you start interactions with the subject matter experts (SMEs) to maximize utilization of time and money. Create learning content templates with suitable guidelines to help gather pertinent information out of SMEs.

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10 Ways to Ruin Your ELearning


When creating any kind of elearning program, there is so much emphasis on the development best practices, effective planning principles, popular design models , and the like. Allen Interactions, a custom learning service provider, has put together a nice, short presentation on 10 different ways you can ruin your elearning.

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? Or should you reminisce about customer service that went above and beyond and left everyone feeling all warm and fuzzy inside? by AJ Walther.

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. This will ensure that you have a smoother experience while creating quizzes and courses. It will also offer you 5 more options around creating custom result types for your quizzes. .

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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. We created a theme-based scenario in an induction course for a leading multinational bank. We created an e-course for the customer-service personnel of a leading bank.

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. Aside from being one of the top mobile service providers in the United States, Verizon is immensely venturing into the education sector.

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. Think about it: you can access tens of thousands of customers and prospective customers who are becoming increasingly immune to traditional advertising.

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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.

2013 Innovation — Division 1

CLO Magazine

Day, the company’s global director of business development for the sales associate program and Partner Sales Academy, had to create the new onboarding initiative in just three months. After interviewing leaders around the globe, Larsen created a program customized for different regions that includes a digital magazine to help employees navigate company content.

2013 Collaboration — Division 1

CLO Magazine

While the company flourished, customer service and job performance among its 3,000 employees was inconsistent, with divisions around the country doing their own thing. To better train workers and improve customer service, the company launched a training program in 2010 known as Sentinel to turn top employees into coaches and mentors. Errors and security issues handling sensitive customer documents also went down. GOLD: Iron Mountain.

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. Highly committed, highly competent people create financial rewards for the organization; organizations that develop their people and provide opportunities for growth are sought-after by high-impact performers. They understand it and strive to create an environment that supports it.

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How Roche Diagnostics Used Training as a Business Strategy

Bottom-Line Performance

On Thursday, January 17th 2013 I attended “Training as a Business Strategy,” a CIASTD session led by Jennifer Zinn, VP of Commercial Education and Communications at Roche Diagnostics. These are scenarios we encounter in our work that are included with a request for training development services: We need to update our safety regulations to make sure we’re in compliance. Don’t assume a single person can create, implement, and evaluate a training strategy.

Sneak Peek: Knowledge Guru Question Creation Wizard for Gamification

Bottom-Line Performance

There would be questions, needs, and requirements from customers that we had never anticipated. We’ve now created several Knowledge Guru games and each one has been well received. Clients will be able to tweak and update their own content after the game has been created. If you still want us to create the content for you, the question creation process will allow us to be faster and more efficient at doing so.

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. You can literally create your groups in a matter of minutes. To this point, you have had the ability to customize a certificate using some of our User based shortcodes.

Podcast 32: Building a Customer Education Business Case – With Bill Cushard of Learndot

Talented Learning

EPISODE 32 – TOPIC SUMMARY AND GUEST: If you’re a fan of Talented Learning, you know I’m obsessed with customer education. And if you share my enthusiasm for customer education, you’ll want to listen to every word of advice from today’s guest, Bill Cushard , General Manager of Learndot by ServiceRocket. Bill is one of the few people in the world who truly has a finger on the pulse of customer education. And training is a service.

Cultural Alignment

The Performance Improvement Blog

Often, the words that are published by the marketing department do not match how that organization treats its employees and their customers in practice. These kinds of actions contribute to creating a negative culture in which employees and customers have little trust and respect for the organization. This results in poor employee performance and low customer loyalty. All organizations have a culture.

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? The majority of people don’t have their own servers, so they look for a hosting service instead. WordPress has evolved quite a bit since its humble beginnings as a blog platform.

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. Fairly or not, education has predominately been guided on the notion of obtaining a good grade (and avoiding bad ones) – and you know, perhaps this is a paradigm shift that MOOCs are trying to create.

Credly and OpenBadges Integration with BadgeOS!


The biggest promise we make to our customers is that we will continue to build-out the LearnDash offering based on user feedback and industry best-practices. The free add-on creates a seamless bridge between LearnDash and BadgeOS. When activated, BadgeOS admins will see a new “LearnDash Activity” menu in their “Required Steps” manager when editing or creating any achievement or badge. Here at LearnDash, we are committed to you – our customers.