CLO Magazine

OCTOBER 11, 2013

When FMC Technologies experienced rapid growth in a business sector, its customer service performance suffered. But, as he partnered with Linkage principal consultant Madelyn Yucht, they realized that customer satisfaction scores would only go up when quality of process execution and delivery improved. Did They Like It?

Customer Service 61

Customer Service Services Culture Custom 61

CLO Magazine

JANUARY 6, 2022

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. From fashion designer to CLO.

Leadership 79

Leadership Innovation Learner CLO 79

SweetRush

SEPTEMBER 14, 2023

Loyal client-partners wax enthusiastic about SweetRush’s agency-level creative design, focus on research and development, and ability to create award-winning immersive solutions that teach soft skills, customer service, safety and violence de-escalation, complex technical training, and many other unique use cases.

Providers 75

Providers Diversity Training Brandon Hall Simulations 75

CLO Magazine

AUGUST 1, 2023

Pearson’s “Skills Outlook: Power Skills ” identified these skills employers value most highly: Communication Customer service Leadership Attention to detail Collaboration Human skills — timeless, adaptable and irreplaceable — are the power skills most in demand for today’s workforce.

CLO 78

CLO Leadership Skills Learning 78

CLO Magazine

JUNE 2, 2023

The growing use of technology across job functions is designed to streamline processes, boost productivity, improve customer service and reduce costs. The post Overcoming the tech skills confidence gap appeared first on Chief Learning Officer - CLO Media. And it’s not just in tech-specific roles.

Skills 84

Skills Cyber Security Training Augmented Reality Education 84

CLO Magazine

JUNE 26, 2023

Empathy, a crucial component of emotional intelligence, has been linked to enhanced teamwork, improved customer service and increased customer satisfaction (Dutton et al., The post The power skills revolution: Unleashing the potential of new workplace competencies appeared first on Chief Learning Officer - CLO Media.

Skills 79

Skills Performance Support Diversity Training Culture 79

CLO Magazine

APRIL 14, 2024

I’ve implemented their software in my past two organizations, due to their functionality but also their collaboration and excellent customer service. appeared first on Chief Learning Officer - CLO Media. Now, in 2024, I have a strong partnership with an enablement company and value their platform. What is sales enablement?

Sales 79

Sales Case Study Coaching Portal 79

CLO Magazine

OCTOBER 2, 2018

2 at the Fall CLO Symposium in Houston, Texas. CLO of the Year. Division 1: Gold: Damodar Padhi, Vice President and Global Head, Talent Development, Tata Consultacy Services. Bronze: Alanna Corrigan, Senior Director, Customer Service Training Design & Transformation, Air Canada. THE BUSINESS IMPACT AWARD.

Blended Learning 68

Blended Learning Director CLO Easygenerator 68

STRIVR

FEBRUARY 9, 2021

Top business applications for VR – training for health & safety , operational efficiency , customer service , or soft skills – can all map to a variety of objectives. This was true for Walmart , who wanted to streamline operations and service by better preparing store associates for different situations.

Business 80

Business Metrics Virtual World Customer Service 80

CLO Magazine

JULY 27, 2021

The data analytics manager also discovered that even though much of the training available to leaders and employees focused on operational needs, what many people felt was lacking was content on customer service and handling difficult situations. With this insight, ChoiceU developed more service-focused content.

Agile 79

Agile Performance Support Learning Strategy Strategy 79

CLO Magazine

FEBRUARY 29, 2024

For instance, companies like Walmart have implemented VR training modules for employees, allowing them to practice customer service scenarios in a simulated environment before interacting with real customers. This content may contain information generated by artificial intelligence.

Simulations 55

Simulations Diversity Training Develop Metrics 55

CLO Magazine

AUGUST 2, 2021

Simultaneously, we saw that our customers, rather than going into retail stores, began to call customer services and our opportunity with telesales grew. So to help manage the shift in customer behavior and leverage the skills of our retail workforce, we implemented a retail reskilling initiative.”.

Metrics 84

Metrics Blended Learning Global Phillips 84

CLO Magazine

NOVEMBER 9, 2016

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. We are living in a constantly changing environment and companies need to adapt to changes in technology and customer needs.

Custom 82

Custom Customer Service Journal CLO 82

CLO Magazine

JUNE 26, 2020

Does your competitive advantage lie in offering low prices or great customer service or niche products? Digital training options could improve customer service with consistent onboarding. Ask these 3 questions appeared first on Chief Learning Officer - CLO Media. The post Taking your training program digital?

Digital 92

Digital Compliance Training Program Training 92

CLO Magazine

AUGUST 17, 2023

By investing in analytics training and equipping employees with cutting-edge tools, organizations unlock the power of data to drive innovation and create personalized experiences that deeply resonate with customers.

Skills 72

Skills Develop Analytics Instant Messaging 72

CLO Magazine

SEPTEMBER 27, 2021

s National Health Service are already using the technologies at scale. For example, difficult conversations across leadership, HR, sales, customer service and more can be practiced with the aid of avatars. The post Busted: 5 top myths about VR and AR training appeared first on Chief Learning Officer - CLO Media.

Augmented Reality 116

Augmented Reality Virtual World Training Train 116

Learning Pool

MARCH 11, 2020

Financial Services L&D Innovations – Virtual event, March 17-19 ,2020. CLO Breakfast Briefing – Atlanta, March 16, 2020 . CLO Breakfast Briefing – Dallas, April 23, 2020. And that’s not all! Learning Pool are also exhibiting at the following events throughout the year: .

Calendar 52

Calendar Brandon Hall CLO Streaming 52

CLO Magazine

AUGUST 12, 2019

Since this episode was recorded, Stephanie took on the CLO role at Parkland Hospital and Health System, one of the largest health systems in Dallas. Plus, co-host Justin Lombardo talks about the three things to look for in a new CLO role and why he thinks centralization is the way to go for the modern learning function. Justin: Yes.

CLO 36

CLO Podcaster Podcasting Podcasts 36

CLO Magazine

JUNE 12, 2020

Overall, engaged employees contribute to better customer service, quality, profits, productivity and reduced employee turnover. The post Learning: your secret weapon to employee engagement appeared first on Chief Learning Officer - CLO Media. Bea Bourne, professor at Purdue University Global.

Bea 116

Bea Virtual World Learning Styles CLO 116

CLO Magazine

JULY 19, 2021

While the company provides support services, the owners are responsible for managing their business, Judge says. The post Creating a continuous learning environment at Aspen Dental appeared first on Chief Learning Officer - CLO Media. Each Aspen Dental practice is independently owned and operated by a licensed dentist.

Learning Environment 92

Learning Environment Environment Create Blended Learning 92

CLO Magazine

FEBRUARY 17, 2023

We also will have to carefully consider which skills cut across industries such as customer service, and which are more industry-specific such as coding, keeping just a very few skills as organization-specific. This intuitively makes sense.

Track 84

Track Skills Industry Taxonomy 84

CLO Magazine

MARCH 18, 2020

When EmblemHealth decided they wanted a comprehensive training program to turn their call center into a concierge service, Zelus Consulting Group created PACE. The post Excellence in Content appeared first on Chief Learning Officer - CLO Media.

Content 60

Content Learning Portal Director Portal 60

CLO Magazine

AUGUST 1, 2018

Gold, silver or bronze award rankings will be announced during a special awards reception on Tuesday, October 2, at the Fall CLO Symposium Plus in Houston. Division 1: Alanna Corrigan, Senior Director, Customer Service Training Design & Transformation, Air Canada. Charles Atkins, Vice President, Dell EMC Education Services.

Blended Learning 60

Blended Learning Director Easygenerator CLO 60

CLO Magazine

FEBRUARY 23, 2021

Furthermore, a study from the Georgetown University Center on Education and the Workforce titled “Workplace Basics: The Competencies Employers Want” reveals that the most in-demand skills across the labor market include communication, teamwork, sales and customer service, leadership and problem-solving.

Skills 110

Skills Leadership CLO Communication 110

CLO Magazine

FEBRUARY 21, 2020

Office support, food service, production work, customer service and retail sales jobs are most vulnerable. Meanwhile, the fields of healthcare, STEM occupations, creatives and arts management, and business and legal services are expected to create new job opportunities. by the year 2030.

Education 101

Education Companies Program Diversity Training 101

CLO Magazine

MAY 22, 2020

Not only does a legacy approach overlook the critical, bottom-up insights that come from employees such as those in customer service, sales reps and marketers working on the front lines, it stifles collaboration among those employees as well. 5 Capabilities of an Enlightened CLO.

Agile 79

Agile CLO Adoption Adopt 79

CLO Magazine

JULY 14, 2017

Seek validation at all levels — when you identify the initial problem or opportunity, to looking at co-design through the solution or ideation process and then ongoing dialogue as a preemptive process to customer service. CLO : Are there low-risk ways to test drive potential innovations before making formal project investments?

Culture 68

Culture Design CLO Cornerstone 68

CLO Magazine

SEPTEMBER 2, 2021

Training helps managers understand performance is measured by the quality of service, timeliness of service and work produced. For instance, the policy must clearly state the times during the day when all employees must be available and working, either for customer service or for inter-company communication.

Performance Support 91

Performance Support Teams Support Management 91

CLO Magazine

NOVEMBER 17, 2020

This particular organization would like to reduce the number of customers who are deciding not to continue the annual service contracts and cancelling their contracts. Participants of the program include the customer service staff, and the solution selected is designed to retain customers who are cancelling contracts.

Budget 113

Budget ROI Case Study Analysis 113

CLO Magazine

OCTOBER 13, 2020

For example, many companies have found that they can’t send out as many people to do in-person sales calls, but their call centers and online customer service centers have been overwhelmed. The post Why businesses need an internal career marketplace for skills, ASAP appeared first on Chief Learning Officer - CLO Media.

Skills 101

Skills Business Expertise Gartner 101

CLO Magazine

FEBRUARY 4, 2020

Corporate sales, customer service, manufacturing and HR systems will shift from “big bang” updates once or twice a year to continuous feature updates that leverage a personalized notification system based on each user’s current and future needs. Here are a few trends we are forecasting about these updates.

Job 92

Job Scanning Simulations Analytics 92

CLO Magazine

APRIL 27, 2021

But even in dark times, there are positive messages to share about teamwork, customer service or the noble fight for survival. . The post Leadership and the return to the office appeared first on Chief Learning Officer - CLO Media. Sometimes that’s easy, especially when the company is thriving. Be positive.

Leadership 113

Leadership CLO Teams Attention 113

CLO Magazine

OCTOBER 17, 2019

When I made a mistake or forgot something, the simulation coached me on where to direct my attention to get service right. Uses range from how to properly inspect planes to working safely on construction sites to teaching customer service skills. I got nervous trying to figure out who to serve first.

Simulations 52

Simulations Customer Service Engineering Coaching 52

CLO Magazine

JANUARY 18, 2019

“Someone may start in a retail position and get to move up a few different levels to see what competencies they have and understand how those competencies they’ve developed in customer service can now translate into the IT industry and what that might look like if they want to make a career switch,” Wheeler-Berliner said. .

Press 59

Press Internationalization CLO Customer Service 59

CLO Magazine

SEPTEMBER 26, 2018

While learning tech can improve outcomes and engagement, learning culture can unlock a step-change in productivity across supply chains or transform customer service and sales outcomes. The post A Learning Culture That Spans Borders appeared first on Chief Learning Officer - CLO Media.

Culture 74

Culture Metrics Global CLO 74

CLO Magazine

DECEMBER 30, 2019

An employer could invest the time to develop a groundbreaking product or deliver extraordinary customer service while employing, say, the Toyota Production System. The post Obsession with efficiency is creating more impatience and less happiness appeared first on Chief Learning Officer - CLO Media.

Scanning 68

Scanning Create Specialist Score 68

CLO Magazine

MAY 24, 2017

It’s time to take the CLO role to a higher level, not just on the organization chart, but in terms of influence and organizational accomplishment. Chief Learning Officer ’s “2015 CLO Measurement and Metrics Survey” indicated that 36 percent of CLOs are using business impact to show the value of learning to the broader enterprise.

CLO 63

CLO Culture Global ROI 63