CLO perspective: Workforce transformation starts on the frontline

STRIVR

But frontline workers are essential for a reason that has nothing to do with COVID-19: they’re the people actively creating customer experience every day. It’s easy to trace a line from customer experience to business performance, and that line includes employee engagement.

CLO 52

Verizon’s Lou Tedrick combines innovation and servant leadership to meet the needs of every learner

Chief Learning Officer

Her innovative approach to training and relentless commitment to the needs of her learners is why Chief Learning Officer named Tedrick its 2021 CLO of the Year. A few years prior her team had created a virtual training curriculum to support a new group of home-based customer service agents.

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Marketing Never Ends – How Does Product Education Help?

Talented Learning

Today we feature excellent customer education advice from Ruairi Galavan , Senior Manager of Customer Engagement at Intercom. Every New Customer Counts. Customer acquisition is an obsession among startups. This is especially true for software-as-a-service (SaaS) companies, where each new customer adds revenue that can help your business grow. But I’ve found that even a modest product education effort can keep new customers from leaving.

Cammy Beans Learning Visions: Building Measurement into Our Training-Development Process

Learning Visions

Guest speaker today is Roy Pollock, CLO of Fort Hill Company. Learning News Microsoft just released Semblio , a new authoring tool Skype 4.0 When training a new system (IT, software) how do you separate the benefits of the system with the benefits of the training? If program is about improving customer service -- then ask customers. What are the simplest, most effective tool to measure learning? Its not about the tools.

IM 100

The DevLearn eLearning Rockstar Stage Reveal

eLearning Brothers

Stop by the eLearning Rockstar stage—conveniently located near the eLearning Brothers booth—to learn new techniques, see new tools, and become an eLearning Rockstar. Stephen and TGA have developed award-winning game-based solutions that have been used to onboard new employees for sales and product training, security, compliance, processes, customer service, and many other training topics. However, it is possible to get some pretty deep gameplay from off-the-shelf tools.

Creative Employees Improve Customer Satisfaction

CLO Magazine

Companies that want to improve their customer service levels may want to consider how well they’re investing in their employees’ creativity, suggests new research led by the University of East Anglia. According to study results, published this October in the Journal of Management , retail bank and cosmetic branch staffs that were on average rated more creative by their managers also received high customer satisfaction evaluations from customers.

Building Measurement into Our Training-Development Process

Learning Visions

Guest speaker today is Roy Pollock, CLO of Fort Hill Company. Learning News Microsoft just released Semblio , a new authoring tool Skype 4.0 When training a new system (IT, software) how do you separate the benefits of the system with the benefits of the training? If program is about improving customer service -- then ask customers. What are the simplest, most effective tool to measure learning? It's not about the tools.

Top Learning Trends for 2017 (according to the experts)

Axonify

Almost every profession is advancing faster than ever, and even employees in sales, service, and operational roles need regular updates on programs, processes, and core skills to stay productive and grow. We need more tools like Axonify to make content relevant and targeted to the role and time it is needed. I think we are at a turning point in L&D, where CLO’s and other HR leaders now realize that this new world has become urgent and needs attention.

Expert 100

10 Systems I’d recommend on any given day

eLearning 24-7

The fact of the matter is that people always ask me what system or systems I recommend, and once they give me some things (that I request), I can always provide them with three systems that hit the bill (I should note, it is a service, I still offer, in case you are wondering). A video assessment is based on speech patterns/words used when practicing a scenario, sales training techniques, customer service techniques to the coach/mentor/manager.

Social Learning Cannot be a Bolt-On Strategy

ID Reflections

“I’m arguing that something much bigger is happening than the application collaborative tools within the enterprise – it’s a profound transformation of the enterprise as we know it. ” An organization cannot bolt on social learning just as it cannot bolt on a few Facebook and Twitter-like tools and call itself a social business. It's an organization that uses social networking tools fluently to communicate with people inside and outside the company.

SOCIAL LEARNING CANNOT BE A BOLT-ON STRATEGY

Learnnovators

“ I’m arguing that something much bigger is happening than the application collaborative tools within the enterprise – it’s a profound transformation of the enterprise as we know it. ” An organization cannot bolt on social learning just as it cannot bolt on a few Facebook and Twitter-like tools and call itself a social business. It’s an organization that uses social networking tools fluently to communicate with people inside and outside the company.

Social Learning Cannot Be A Bolt-On Strategy

Learnnovators

“ I’m arguing that something much bigger is happening than the application collaborative tools within the enterprise – it’s a profound transformation of the enterprise as we know it. ” Don Tapscott (italics mine). An organization cannot bolt on social learning just as it cannot bolt on a few Facebook and Twitter-like tools and call itself a social business. As soon as authority and credential is given greater power, collaboration and sharing will stop.

Listen: Discover Financial Services’ Jon Kaplan on tuition assistance programs and the importance of building trust among your learning team

CLO Magazine

He worked his way up from aspiring academic to public school teacher to corporate instructional designer and eventually into the top learning job at Discover Financial Services, a Chicago-area firm with 17,000 employees. Jon Kaplan was, until May of this year, vice president of training and development for Discover Financial Services. They’re a large financial services provider headquartered outside of Chicago. And I guess how much a CLO is tied in with company culture.