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My Customer Service Reps Are Better Than Yours

CLO Magazine

Working on the front line in customer service, whether in person or over the phone, can be tough. “No Customer service roles are a challenge to fill for those reasons. In the BPO space, employees work with customers all day long.

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.

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5 Ways Clients like Uber use EduMe to Improve Quality of Learning

Edume

As the old adage goes - quality over quantity. It’s not just the quantity of learning material you deliver that directly influences positive learning outcomes, it’s the quality of the content itself. So what is ‘quality’ learning?

50 Ways to Lever Learning

The Performance Improvement Blog

Game –engaging employees in learning by applying principles of gaming (scoring, competition, rules of play, etc.) Business case-study – drawing lessons from discussing the documented story of actual events in another organization. (My apologies to Paul Simon.).

Case Study: How a gig economy company used EduMe to reduce churn & improve quality

Edume

And businesses benefit from lower costs and a wider pool of talent. But high churn rates and a decline in quality can quickly erode these benefits. Mercadoni is solving this problem for people across Latin America through their online delivery service. Improve quality?

The Business Partnership Award

CLO Magazine

The automaker wanted to completely revamp its learning business model from something primarily supported by training on a local or regional basis to something that was consistent across the globe. The post The Business Partnership Award appeared first on Chief Learning Officer - CLO Media.

Required Learning for Training Managers: Business 101

Mindflash

One that often gets overlooked is business acumen. If trainers don’t truly understand how a business works, what it expects out of its training department, or what it ultimately wants its employees to be able to do, they simply can’t be effective. Hang Out With the Business.

How to Set Good Business Goals for Learning Programs

Watershed

And the first step in the model is defining the business goal that your learning program will be designed to address. This is a vital step, as targeting the wrong business goal (or no goal at all) will mean the rest of your design will be working toward the wrong target.

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Microlearning for business – 5 Use Cases

Ed App

Microlearning has been growing fast in mainstream business because of its approach on skill-based learning. Through the use of timely, targeted, and specific training, businesses are able to provide mini-lessons in various forms, from videos to podcasts, to quickly deliver information to their employees. Here are 5 use cases for microlearning in business and how it works. IHG has to deal with various customer service requests that are ever evolving.

Top 3 Workplace Trends to Watch for in 2019

KnowledgeCity

Also, eBay plans to allow 300 full-time customer service representatives to work from home. A 2016 survey found a direct correlation between employee training investment and improved product quality, customer experience and even Net Promoter Score (NPS).

Double Your eLearning Return on Investment

eLearning Architect

Well it turns out, two years down the line I am facing very different challenges in my day-to-day business. And the focus of this seminar was to provide five simple and effective techniques that any organisation can implement to increase levels of adoption of eLearning within their business.

4 Things to Consider Before Implementing a Revenue Operations Approach

Cloudshare

Looking for new ways to optimize your business processes and build more efficient protocols to promote financial growth? While it may just sound like a buzzword, RevOps is becoming an integral part of how modern businesses craft excellent customer experiences.

Customer experience is the next battleground. Are you ready?

OpenSesame

"We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.". Customer service has always been a critical part of business. Companies are now expected to support customer service inquiries over Twitter, Facebook and live-chat, in addition to email and phone. What is your company''s customer service philosophy ?

Five 2020 predictions on learning trends from Josh Bersin

STRIVR

It is a strategic discussion that must incorporate overall business objectives and employee growth and retention. Business leaders around the world want to assess the skills of their workforce, identify the gaps, and find creative ways to generate value and differentiation from their people.

What Gets Rewarded Gets Done

The Performance Improvement Blog

Eduardo Porter, in a New York Times article titled, When Public Outperforms Private in Services , writes: The success or failure of an organization often depends on whether it can clearly identify its goals and align the interests of managers and employees to serve them.

Useless vs. Useful Learning Data

Axonify

An Interview with Learning & Performance Consultant JD Dillon on metrics L&D should value to prove learning success in business. Here’s what JD had to say about learning metrics and how to tie learning to bottom-line business results. Level 2 assessment scores.

What’s Wrong with Employee Training in Food and Beverage SMBs?

TalentLMS

million people who work in F&B businesses across the US. We asked employees in various roles at small and medium-sized businesses to share their experience with food industry training. In fact, 89% of our respondents were in customer-facing roles.

Top 7 KPIs for Retail Training Programs

Roundtable Learning

Customer Service – from navigating difficult conversations to service with a smile. Sales – from customer assistance to closing the sale, even upselling and cross-selling. You don’t want potential customers to leave empty-handed or unhappy.

Five 2020 predictions on learning trends from Josh Bersin

STRIVR

It is a strategic discussion that must incorporate overall business objectives and employee growth and retention. Business leaders around the world want to assess the skills of their workforce, identify the gaps, and find creative ways to generate value and differentiation from their people.

4 Training Effectiveness Metrics to Track Your L&D Fitness

Absorb LMS

Check out these four metrics to see if you have a healthy pulse on achieving your learning and development and business goals. Better customer service, sales wins and compliance with health and safety regulations: What do all of these have in common? Treat feedback like you would a Net Promoter Score. When a coworker leaves, temporary hits to morale, productivity and service quality are a real threat.

Obsession with efficiency is creating more impatience and less happiness

CLO Magazine

I’ve inflicted more damage than I could’ve ever imagined,” said actress Felicity Huffman in early September as a judge prepared to sentence her to federal prison for paying $15,000 to have SAT scores corrected for her 19-year-old daughter. Businesses, however, are about making money.

What Defines an Ideal Learning Management System?

Origin Learning

Most businesses look for a high level of customization that goes beyond just the rudimentary – ‘look and feel’ updates. Customization requests focus on the integration of existing learning with the new LMS, integration of LMS with existing ERP and CRM systems and much more.

Useless vs. Useful Learning Data

Axonify

An Interview with Learning & Performance Consultant JD Dillon on metrics L&D should value to prove learning success in business. Here’s what JD had to say about learning metrics and how to tie learning to bottom-line business results. Level 2 assessment scores.

What Is SCORM and Why Is It Important?

KnowledgeAnywhere

Streamlined and improved service on an organizational level. Enhanced effectiveness in content quality and delivery. In turn, this promotes consistency on an organizational level, whether in the realm of customer service, manufacturing processes, or other business operations.

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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. It amazed me how tied it was to everything within a business.

Become a Strategic Partner Through Effective Training Evaluation #ASTD2014 @Jim_Kirkpatrick

Learning Visions

We have to choose to take the disruptive, high road of business partnership instead of the easy road. What will be the ultimate business criteria for program success? What will they need to see from a business point of view that will allow them to say "job well done". (We

Learning on the Fly

CLO Magazine

Imagine if companies could customize their training so that it met the exact needs of every learner, giving them only the lessons they need and making sure they learned those skills before moving on. Such personalization delivers benefits to individual learners and the business, he said.

Useless vs. Useful Learning Data

Axonify

An Interview with Learning & Performance Consultant JD Dillon on metrics L&D should value to prove learning success in business. Here’s what JD had to say about learning metrics and how to tie learning to bottom-line business results. Level 2 assessment scores. While you can tell who attended and completed training and what they scored on any assessment, that doesn’t necessarily indicate learning, or more importantly, performance improvement.

4 elearning tricks the NHS could borrow from retail

Sponge UK

Retailers are among the most innovative when it comes to elearning, but what can they teach the National Health Service (NHS) about harnessing learning technologies? Retail is leading the way in the use of elearning to deliver tangible business benefits.

Essential Training KPIs You Should Be Measuring

Litmos

What Key Performance Indicators do you need to put in place from day one to support your business case? Average online assessment score. What makes the biggest impact on your business from a performance perspective? Quality Indicators.

Application of Gamification in FMCG Industry

Ed App

They have been able to provide the same wholesome customer buying and servicing experience as the big industry players. Customer engagement has thus become a differentiating factor for the players in this highly competitive FMCG market.

Proving the Value of Employee Training Programs

ePath Learning

If you’ve ever been tasked with proving the value of your employee training programs then you’ll need to think beyond the number of learners trained or improvements in learner test scores. Improve Customer Satisfaction.

Reducing the cost of training employees with online training

LearnUpon

Online training allows your trainers to focus on the activities that are most valuable to your business, and eliminate the unnecessary ones. This might include increases in productivity or revenue, lower staff turnover, faster onboarding, or improvements in your Net Promoter Score. .

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10 free test maker tools

Ed App

High-stakes testing gives people a score and ranks them according to performance. Automatic grading, scoring, and advanced dashboard analytics. Easy in-app branding and customization. Business Management. Start Improving Customer Service.

Action Mapping for ELearning

eFront

This is despite the good scores they achieve in your eLearning courses. Your courses must be successful in acquiring learning objectives, which is proved by escalating scores. Think of an old goal in a Customer Service course: “Teach learners all about quality service.”

10 reasons retail needs an authoring tool

Elucidat

The retail industry is one of the most changeable of our time: pressure from online shopping, squeezed by suffering economies and a requirement for A-class customer service puts a strain on even the most competent L&D team. Business-critical skills gaps.

Telus About Your Global Learning

CLO Magazine

Growing up in Overland Park, Kansas, a busy suburb of Kansas City, Michelle Braden didn’t have dreams of becoming a learning professional. I built a whole course to teach the customers,” she said. The new way of doing business in our industry is digital transformation.