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Making Customer Service Personal

PDG

If you want personalized customer experiences from your Contact Center, personalize your agent experiences. Contact center customers desire a personal connection, along with an effective and efficient experience. 1 Forrester Customer Service Index.

Online Customer Training: Behind the Surge in Specialized Learning Systems

Talented Learning

Online customer training is experiencing a renaissance of sorts, as companies large and small discover its tremendous untapped value. The same study also found that the average renewal rate among trained software subscribers is 92%, compared to 80% for untrained customers.

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Customer Engagement Metrics: What Marketers Can Teach Learning Pros

Talented Learning

This concept quickly gained traction and is now considered a cornerstone of customer-centered marketing and digital transformation. The Engagement Economy demands a different mindset – one that is intensely focused on creating customer value. 2) Customer Stickiness.

Best Customer Education Blogs: 25 Must-Reads for Learning Professionals

Talented Learning

Which blogs offer the best advice about customer education practices, strategies and technologies? But with such phenomenal recent growth in the customer experience market, there is no obvious answer. The thirst for tools that drive profitable customer relationships seems unquenchable.

What’s Learning’s Role in Customer Satisfaction

Litmos

How important is customer satisfaction and experience, and what does it have to do with learning and development? There is the old adage, “The customer is always right,” and countless books and papers outlining business strategies that put customers at the forefront of everything.

Podcast 19: Customer Education 101 – With Dave Derington of Azuqua

Talented Learning

EPISODE 19 – TOPIC SUMMARY AND GUEST: On our previous episode , we talked about the increasing popularity of customer success programs among high-growth companies – especially software-as-a-service (SaaS) vendors. But what role does customer education play in this process?

Business Impact of Learning: What is Customer Experience Worth to You?

Talented Learning

In both cases, employee learning directly influenced our customer experience. Wineries depend heavily on customer discretionary income. Successful high-end wineries know which aspects of their business directly influence customer decisions.

Learning The Language of Customer Education: A Pocket Guide

Talented Learning

We’re living in an increasingly customer-centered world. But what I don’t always get is how to distinguish one customer-centered business term from another. And where exactly does customer education fit in? Access (How easily can the customer do business with you?).

How Blockchain is Changing Legal Services

Your Training Edge

However, only few of the people are aware of the technology of block chain underlying, which has a huge potential to revolutionize the provision of legal services, regulatory enforcement and compliance. Block chain is expected to push the boundaries of conventional legal services.

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.

What’s next with the French publishing house Dunod? Interview of Éric Pommat, Digital and Business Development Director

Coorpacademy

At the beginning of 2018, when we started our collaboration with the French publishing house Éditions Dunod, we had the chance to meet Éric Pommat , Digital and Business Development Director of the famous French publishing house to celebrate the beginning of our content partnership ( to read this interview, it’s here ). In order to advise them and to support them in their communication, custom edition and digital learning projects.

How Self Service Reporting Improves Member Enrollments

EthosCE

For CME directors self-service reporting is much more than a convenience feature: it’s an integral component of a modern, scalable CME management model. How Self Service Reporting Helps Boost Member Enrollment. Data-driven marketing can help create sustainable program growth.

Excellence in Customer Training: A Roche Case Study

Bottom-Line Performance

In markets where the products being sold are highly complex, customer training is essential to help make the sale and retain customers. That’s why a huge component of a large product launch is often a refreshed approach to customer training.

Personalizing Customer Support

TechSmith Camtasia

PipelineDeals is a customer relationship management tool designed to help businesses track interactions, sales, and more. As a company that emphasizes customer care, PipelineDeals wanted to be sure they provided their customers with a fantastic level of support. Customer Storie

How to Make A Thousand Training Videos for YouTube FAST (Customer Story)

TechSmith Camtasia

Avaya, a global provider of business collaboration and communications software and services, created a video library of resources for customers and employees. Back in 2011, Carl Knerr was the Services Director at Avaya. Tips for creating “findable” videos.

Podcast 30: Learning From Customer Conferences – With Tristan Jordan and Tara Pawlak of Community Brands

Talented Learning

EPISODE 30 – TOPIC SUMMARY AND GUESTS: Today I’m thrilled to welcome two executives from Community Brands – EVP and General Manager, Tristan Jordan , and Director of Marketing, Tara Pawlak. It’s a broad scope – more than we expect any individual customer to digest.

Creating Conscious Capital

CLO Magazine

The global ride-hailing service will now offer access to a fully funded college degree for Uber Pro drivers — and their families. Howard’s vision for the company has always been about creating amazing interactions between customers and baristas,” Regier said.

Using MOOCs: Partner and Customer Relations

Your Training Edge

This final article examines three uses of MOOCs that go far beyond any standard conception of training: educating partners and customers, brand marketing, and collaboration and innovation. Educating Partners and Customers. Innovative organizations are using these tools to provide education to partners and customers as well. For example, on the customer side SAP has offered a couple of MOOCs for software developers. Bryant Nielson – Managing Director of CapitalWave Inc.–

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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. You’re creating chaos and disempowering your people.

Learning Pool Acquires HT2 Labs to Create Unique Learning Experience and Analytics Solutions

HT2 Labs

HT2 is a true pioneer in learning technologies, with a well-earned reputation for creating leading-edge learning solutions that use modern technology to deliver innovative business outcomes.

DiscoverLink Recognizes Loyal Customers with 2019 Client Appreciation Awards

discoverlink

Last week at DiscoverLink’s client conference, LinkUp , co-founders John Poulos and Jeff Tenut honored seven of their long-standing clients with Customer Loyalty Awards. DiscoverLink has worked with Dairy Queen over the past 10 years to build custom courses for their training curriculum.

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DiscoverLink Honors Loyal Customers with 2018 Client Appreciation Awards

discoverlink

At DiscoverLink’s client conference, LinkUp, co-founders John Poulos and Jeff Tenut recognized two of their longstanding clients with Customer Loyalty Awards. Golden Corral: DiscoverLink’s longest client, Golden Corral has been a loyal customer since January 2003.

5 Non-Financial ROIs of MOOCs

Your Training Edge

Improved customer service and reduced complaints. Creating a sense of community. ILT courses that involve group activities can result in improved teamwork, but the ability of MOOCs to create connections among people goes far beyond that.

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3 Critical Questions To Ask A Learning Technology Vendor

Docebo

CTO, Director of IT, etc.) Most state-of-the-art learning platforms are Software as a Service (SaaS) solutions. Win over IT leadership when building your business case for learning technology.

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Webinar: Future of eLearning – The Death of the LMS and eLearning s Next Generation of Tools

eLearning Brothers

In last week’s webinar we heard from the team that created these standards in eLearning. Custom Solutions Developer Resources eLearning Featured Instructional Design Resources Learning Management System Resources Products/Services Resources Webinar

Creating Audience-Specific Views in Moodle (AKA Moodle Multitenancy)

eThink Education

Assigning Custom Roles and Permission Overrides. That’s where some custom system roles, hidden categories, and permission overrides come into play. Usually we map something like department or a custom field, like region, to automatically assign users to a specific cohort.

Webinar: How to Create Awesomeness with SVG Graphics

eLearning Brothers

Nic Brown, Director of Product and Design returned to our webinar hot seat to show you how to make the most of this new capability. Create, import, and edit to your heart’s content with more customizing control than ever before! eLearning designers, rejoice!

One of These Services Is Not Like the Others

CLO Magazine

To ensure learning services investments meet business requirements, the role of the purchasing agent, and the knowledge required, are evolving. While procurement organizations are getting better at understanding the world of learning services, there are still significant challenges. During the past several years, a trend to commoditize learning services has evolved. Several business models have been created by vendors to quantify training outsourcing services.

How To Create Successful Video Training Content (A Case Study)

TechSmith Camtasia

Industry: IT Service Management. Solution: Create and share video training content with TechSmith Camtasia and Snagit. But how did SoftwareONE become so successful at creating corporate training videos? Ready to start creating your own video training content?

How to Train Your Customers

CLO Magazine

Offering external customers development options is an inexpensive way to boost company loyalty, reduce dependence on help desks and generate revenue. The learning and development industry has its hands full educating various levels of the workforce, but customers are often an employer’s largest audience. Companies such as Apple, Werner, Drivefleet and Franklin Templeton have established initiatives to train their customers, and they’re not alone.

Investing in Training in Downturns and Upturns

The Performance Improvement Blog

Garry Marsh, director of the U.K. Focus on customer experience – All organizations should have the improvement of customer experience as one of their top strategic goals. To achieve this goal, they will have to train employees in how to create a better experience. The U.S.

How To Create Successful Video Training Content (A Case Study)

TechSmith Camtasia

Organization: SoftwareONE Industry: IT Service Management Challenges: Cost, resources, updating training materials, scalability, creation, time to market, multi-language training Solution: Create and share video training content with TechSmith Camtasia and Snagit.

Delivering A Better Customer Experience Through Elearning Solutions

CD2 Learning

Sporting KC's Director of Fan Experience & Safety, Matt Evans, was looking for a better way to train their part-time and seasonal associates to further improve fan experience. As part of the implementation process for the new online training, Sporting KC worked with the CD2 professional services team for instructional design support and used CD2’s authoring tools to create the online courses and simulations.

Allego Fortifies Compliance in the Financial Services Industry

Allego

Allego gives financial services firms unprecedented visibility into what their salespeople say in the field. The resulting improvements to customer conversations have major implications for enhancing revenue performance.

How To Create A Product Demo Video Strategy That Drives Results

TechSmith Camtasia

Hiring a company to create your demo video can be a great route. There is no shortage of talented, professional companies that will create top-notch videos for you. You’ll get a high-quality final product that you can host wherever you like and share with customers.