The Performance Improvement Blog

SEPTEMBER 17, 2013

A hospital learns how to put the “wow” in customer service. Managers have control of their own learning, not corporate trainers, HR, or a CLO. An engineer in a prototype department of a manufacturer learns how to operate a 3D printer. Learning breeds learning and success breeds success.

Roles 207

Roles Performance Support Performance Management 207

CLO Magazine

DECEMBER 14, 2022

We can begin by examining three different trends: everboarding, digital transformation and reverse mentoring. This in turn has led to a shift in employee learning away from face-to-face customer service to a tighter focus on both process and quality control. This form of mentoring also helps support DEIB initiatives.

Diversity Training 41

Diversity Training Virtual Classroom Adoption Adopt 41

CLO Magazine

MARCH 19, 2021

An AI agent could, for example, help a new employee navigate a large population to strategically identify a coach, a subject matter expert, a career mentor or an experienced peer who can help them learn more about their role and the organization, which leads to better business outcomes, whether that is customer service or delivering a product.

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Roles Social Networks Diversity Training Develop 116

CLO Magazine

OCTOBER 31, 2018

It’s been an interesting path that’s brought Braden to her current role as global vice president and chief learning officer for Telus International, a worldwide provider of customer-service outsourcing and IT services. The post Telus About Your Global Learning appeared first on Chief Learning Officer - CLO Media.

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Global Learning Customer Service Teams 85

CLO Magazine

MARCH 1, 2017

The previous Business Intelligence column presented an instrument designed to assess the extent to which the CLO and the learning enterprise add value to the organization. The 30-question instrument detailed specific areas that define this critical role of the CLO. Maintaining a Customer Focus.

Roles 32

Roles CLO Blended Learning Enterprise 32

CLO Magazine

JUNE 18, 2019

For example, Vi uses former program participants from leadership and management programs as virtual teachers, mentors and study group leaders. The post Small, Yet Mighty appeared first on Chief Learning Officer - CLO Media. How do we involve people?”. Therefore, retention is key. “If Company size: 3,000. Location: United States.

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Quality Performance Support CLO Strategy 36

CLO Magazine

DECEMBER 5, 2016

To advance consulting skills, improve customer service and increase business savvy, the company created Accelerating Business Savvy for Project Engagements. Although the mentoring program was successful and impactful for members, the sessions were led by chapter volunteers across the country, which created inconsistency in content.

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Business Diversity Training Mentoring Sales 32

CLO Magazine

APRIL 16, 2019

“I appreciate Jon’s commitment to doing the right thing and, specifically, his commitment to helping all of our people reach their potential,” added Clint Morley, a vice president of customer services at Discover. The post Putting People First appeared first on Chief Learning Officer - CLO Media.

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Kaplan PeopleSoft Metrics Streaming 60

CLO Magazine

JULY 6, 2017

 In addition to presenting company results, he reads letters and emails from customers that praise individuals for exceptional customer service and recognizes workers who have joined, been promoted or passed a service anniversary. “It Raymond conducts a quarterly communication session with all employees. In

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Trust Leadership Global Behavior 0

CLO Magazine

SEPTEMBER 19, 2019

They will also teach soft skills courses on customer service excellence, business writing and time management to help employees develop the service skills they need to move up through the ranks. The post UG2 takes a hands-on approach appeared first on Chief Learning Officer - CLO Media.

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Case Study Skills Performance Support Services 32

CLO Magazine

APRIL 22, 2014

“We believe it’s important to have a strategic plan that focuses on making sure our community is thriving, secure and healthy through intentional initiatives beyond just daily service delivery.” ” The Road to County CLO Bruny’s journey to the county was circuitous.

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Internationalization Simulations Liability Quality 39

CLO Magazine

NOVEMBER 25, 2013

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.

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Collaboration Scanning Customer Service Coaching 32

CLO Magazine

JUNE 18, 2013

Before Molinaro took the plunge and left Drexel, Knapp, who became Molinaro’s mentor later in life, taught Molinaro two lessons: First, ensure that learning and development programs reflect an organization’s values. During his first four years as CLO, Molinaro said the focus was on building programs such as the ALP.

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Leadership Metrics CLO Program 52

CLO Magazine

FEBRUARY 14, 2013

Some aim to expand into new countries, while others strive to renew their commitment to customer service or make greater advances in technology. “For example, we assign them projects to deepen their exposure to business challenges or a mentor with strengths from which they can learn. Build governance and accountability.

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Ninth House PDI Diversity Training Leadership 70

CLO Magazine

FEBRUARY 13, 2017

In today’s fast-paced business environment, continuous employee learning is imperative since the employee experience and customer service are invariably intertwined, said Lisa Rowan, vice president of human resources and talent management at market research firm IDC. The platform honors all of these learning experiences.

Association Learning Management System 54

Association Learning Management System Diversity Training Metrics Reputation 54

eLearning 24-7

SEPTEMBER 11, 2020

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. Video Assessment (Definition) – This is not an “assessment” that appears in a video or you add to a video.

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System Metrics Cornerstone Association LMS 59

CLO Magazine

SEPTEMBER 9, 2019

I really enjoy selecting the profiles and getting to read about these CLOs that go on the cover of all of our issues. Mike: We should also mention Liz Loutfi who also is one of our editorial team who works on CLO. Ashley: I mean, before I came to CLO I pretty much didn’t know anything about CLOs.

Kaplan 48

Kaplan Trust Services Teams 48

CLO Magazine

JANUARY 19, 2017

The role of learning in supporting rapid organic growth can be seen in several initiatives being taken by Mike Barger, CLO of JetBlue Airways. How we equip, prepare and support these people is a key factor in our ability to offer a service experience that is so superior to the competition that it generates a greater yield.”.

Diversity Training 32

Diversity Training Performance Support Sales Internationalization 32

CLO Magazine

JULY 29, 2021

In areas like e-commerce and customer service, the focus on digital transformation has been mostly positive, as retailers have upped their game by creating digital experiences that keep consumers engaged on shopping websites and with AI-fueled chat bots that replace customer service agents.

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Culture FAQ Outsource Portal 110

CLO Magazine

MARCH 26, 2020

This strategy aimed to accelerate the careers and increase the confidence of all employees at PSAV, and leaders at the company believed this would lead to higher employee engagement, better business results and better customer service. The post The Talent Management Award appeared first on Chief Learning Officer - CLO Media.

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Management Leadership Performance Support Poll 51

CLO Magazine

JANUARY 12, 2017

The framework focuses on things like demonstrating integrity, leading with passion and clarity, and delivering continuous improvement through talent development and customer service. Leaders built a framework around nine core behaviors aligned with the new company’s mission and values.

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Metrics Leadership Culture Problem 32

Learnnovators

MAY 18, 2015

Social Business means that every department, from HR to marketing to product development to customer service to sales, uses social media the way it uses any other tool and channel to do its job. It’s an organization that uses social networking tools fluently to communicate with people inside and outside the company.

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Social Learning Social eLearning Strategy Strategy 133

ID Reflections

APRIL 27, 2015

Social Business means that every department, from HR to marketing to product development to customer service to sales, uses social media the way it uses any other tool and channel to do its job. It's an organization that uses social networking tools fluently to communicate with people inside and outside the company.

Social Learning 100

Social Learning Social Social Networks Strategy 100

Learnnovators

MAY 18, 2015

Social Business means that every department, from HR to marketing to product development to customer service to sales, uses social media the way it uses any other tool and channel to do its job. It’s an organization that uses social networking tools fluently to communicate with people inside and outside the company.

Social Learning 100

Social Learning Social Social Networks eLearning Strategy 100