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How to Get Your Customer Service Team to Embrace Training

Litmos

Tired of listening to your customer service team gripe about “more training?”. It's a common problem for customer service leaders, but one that is very fixable, if you change the perception of why service agents need to engage in continuous learning. You can in fact create a culture of learning within your own department, even if it's not a tenet of your broader company culture. Remember, Customer Service is a Really Hard Job.

Podcast 28: How Tasty Is Your Product Training? – With Mike Martin, CLO of SAP Litmos

Talented Learning

Our guest is Mike Martin , Chief Learning Officer at SAP Litmos , a leading training platform for customer-focused companies. For example, when product training is an employee imperative, everyone in the organization becomes aligned with the customer experience. Also, for new customers, early access to training makes onboarding more efficient and successful. What led you to this current role as CLO at SAP Litmos? Inside the Customer Learning Lifecycle.

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Customer experience isn't my job

Litmos

Is customer experience everyone’s job? Without leadership, customer experience is a nice idea but never executed. The best organizations focus on customer experience throughout the entire enterprise, not just in traditionally customer-facing roles.

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Celebrating Excellence: The 2019 Lenny Awards

Litmos

During SAP Customer Experience LIVE, we were honored to showcase our winners for our annual Lenny Awards! The Lenny Awards celebrate exceptional bu sinesses using training to create positi ve experiences for customers every day. . These awards were driven by hundreds of submissions from our customers across many different use cases. For customers who have rolled out a partner training program to drive learning among their external audience.

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Using the LMS to Stay Connected to Customers (and Beyond)

Litmos

Organizations live and die by their customer experience (CX). In the Brandon Hall Group (BHG) 2020 HCM Outlook Study, improving the customer experience was the number-two business priority, almost neck and neck with driving innovation. It’s not just customers, either.

Avoid Headaches with Managed Services for Enable Now, Powered by Abreon

Abreon

In my years with Abreon, my colleagues and I have found Enable Now from SAP to be a very effective tool for training development. ( You can read more in my Enable Now post ) Enable Now is a very powerful tool that provides long-term strategic value by helping to create and deploy eLearning, user documents, context-sensitive help, test scripts, and much more. Abreon Managed Services. Digital Transformation.

Winson Group Boosts Learner Engagement and Delivers Award-winning Service Training

Litmos

A proudly all-Australian, family-owned business since 1968, the Winson Group has been delivering trusted services across the country for more than 50 years. An established Australian success story, the Winson Group thrives on close, trusted relationships with their team members and customers. Additionally, industry training, service training, keeping up with new manufacturing methods, safety procedures and the market all factor into the business’s viability.

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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.

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.

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Customer Training: Are You Ahead of the Curve?

Litmos

In recent years, the Experience Economy has been reshaping the business world, as companies everywhere pursue new methods to enhance customer experience. Yet, when organizations forge stronger customer relationships, they’re choosing a proven path to competitive advantage. Surprisingly however, some companies (still) overlook customer education as a pillar in their customer experience strategy. Customer Training is Ready. appeared first on SAP Litmos.

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Powering customer experiences that count

Litmos

In the second part of this guest series, David Wilson, Founder and CEO at Fosway Group, Europe’s #1 HR industry analyst, builds on his last post for us and reveals practical ways to create learning journeys that help your people and your organisation’s performance. ~~~. customer experience. But where do you begin to create learning experiences that can be delivered faster, are more flexible and provide more value to your people – and ultimately your customers?

Life in the Fast Lane: Training for the Automotive Industry

Litmos

And, that’s just in regard to non-customer-facing teams. In the front of the house, car salespeople, financial advisors, and other customer-facing roles are challenged to stay up-to-speed on increasingly complex vehicle systems, detailed financial contracts, and an intensely competitive market. Sales are made or lost on customer experience – how did the customer feel on the showroom floor? Training is Key to Maintaining a Topnotch Staff & Satisfied Customers.

4 Reasons to Invest in Training Gig Workers

Litmos

Most companies in the sharing economy rely on independent contractors to provide their services — these workers sign up to do a job without becoming employees. There’s the fact that creating good training costs money. Why invest in learning and development at all if there's no guarantee that your trainees will spend any time on the learning you created? Learning is important for your brand, your customer experience, and — most importantly — your contractors are hungry for it.

Top 10 Tips for Creating Engaging eLearning

eLamb

If you are thinking about developing custom eLearning courses, these top 10 tips for creating engaging eLearning are worth considering. If you want to create a proper story around the content, then feel free to do so…it may just be a bit time consuming though.

Is Open Source Ready for Extended Enterprise Learning?

Talented Learning

That can include any combination of: Customers and prospects. But extended enterprise deployments typically integrate with numerous other systems and tools, including customer relationship management , marketing automation, ecommerce, content management, customer support and more.

Your Culture Needs More CX Training

Litmos

Business leaders are concerned about keeping up with future demands from customers, and rightfully so. In a recent survey conducted by The Conference Board, CEOs globally expressed concern over the idea that customer experience will be more important than products. From The C-Suite Challenge, 2019 : “Worldwide, CEOs agree they need to address the shifting customer landscape. Customer Experience Requires Everyone IN. Your employees AND your customers are expecting more.

Learning Audiences Are Not Created Equal: Employees vs. Extended Enterprise

Talented Learning

This includes customers, channel partners, contract workers and others who need product knowledge and skills. In contrast, customers and channel partners voluntarily participate in training. ” You can create distinct experiences for each domain by configuring branding, language localizations, content libraries, integrations, personalized learner home pages, notifications, features, and business process workflow. What custom learning experience are.

Does Your Sales Team Have Bad CX Habits?

Litmos

We all want to deliver for our customers, starting with a sales experience that builds trust between our organization and our buyers. After all, sales sets the stage for the entire customer journey. Those promises may be made with the best of intentions, but if your sales team doesn’t have a full understanding of the entire customer journey, it’s difficult to avoid over-promising. Our customer data isn’t as rich as it could be in the sales phase.

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Smarter employee evaluation

Litmos

It’s easy to have a simple measure, such as customer rating, and compare employees on this basis. For instance, two different customer service employees might both rate as only average in helping customers. With only a single measure, you might throw a product course or a customer interaction course at them, when each would benefit from one uniquely. This then creates a basis for evaluation and development.

Ten Interactive Online Platforms to Deliver Holistic Learning to Students

Kitaboo

SAP Litmos: This interactive online platform is well-suited for remote learning on all types of devices including mobile. It has powerful tools to create, design, store, and deliver online learning with powerful track completion and assessment progress.

Gamification for training and for customers

Aptara

Gamification for training and for customers. In business, this approach can be applied to both internally and externally - to train employees and to get customers to use products more often, in a more complete way. The process begins the moment a user signs up for the service.

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The Lonely eLearner: Creating Social Learning Anchors | Social.

Dashe & Thomson

So how can we, as instructional designers and eLearning developers, avoid the problems created by eLearning-in-a-vacuum? These are just a few ideas for social anchors that might help create a more social learning enabled environment for the lonely eLearner.

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How to Create a Learning Organization Maturity Model [Part 4]

Watershed

explains how their Global Dealer Learning (GDL) team created a plan to align and achieve their L&D and business goals. As a result, we were able to make critical changes that have enabled our team to increase customer coverage, accelerate development of learning solutions, and lower distribution cost to serve. This service allows customers to connect with GDL-developed learning solutions and third-party learning content via their LMSs.

What's L&D's Role in Supporting the Brand Promise?

Litmos

Another important promoted issue, particularly in the area of customer experience and success is ‘brand promise’. Here, it’s about an offer to the customer that’s enticing and delivered upon. Can we leverage this to the success of the customer and the organization? In their article, Creating a Purpose-Driven Organization, authors Robert Quinn (no relation ;)) and Anjan Thakor provide examples. Ultimately, it’s what the organization offers to customers.

Want organizational improvement? Adopt a smarter approach to evaluating employees.

Litmos

It’s easy to have a simple measure, such as customer rating, and compare employees on this basis. For instance, two different customer service employees might both rate as only average in helping customers. With only a single measure, you might throw a product course or a customer interaction course at them, when each would benefit from one uniquely. This then creates a basis for evaluation and development. appeared first on SAP Litmos.

Onboarding Employees for Great Experiences

Litmos

How about as a customer? They have an important role to play in delivering great customer experiences, regardless of where they are in your organization. This means supporting an employee onboarding vision that supports your customer experience.

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Your Company's Growth Demands CX Training

Litmos

We know their intentions are good, so we don’t make a fuss if there’s a misstep in our customer journey. And as all this growth happens, our CEO becomes more and more disconnected from the actual customer experience. Employees will try to deliver experiences they believe are acceptable, but they're likely not inspiring or connected to the original special moments that made the brand a success, if they have to make it up as they go along, guessing at customer expectations.

Looking Back on a Great 2019

Litmos

Hopefully, you're still enjoying some time off with family and friends, and preparing to make 2020 the best year yet, but as you savor these final days of 2019, here are some of the top moments for the SAP Litmos team and our customers and partners.

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Top 3 Reasons Your Salespeople Need Ongoing, Online Training

Litmos

The Sales Manager sends the new Account Executive links to a few online folders loaded up with golden pitch decks from the last few years, their top 50 customer logos, and some presentations on positioning. Each of these is backed by a real-world quotation from one of our customers to prove that the success of your sales training will be exponentially better if you do it with the support of a training platform like SAP Litmos. Picture this scenario.

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Halloween Edition – Tricks and Treats

eLearning 24-7

Audience Type – Employees, B2B (Customer training/education, association, etc.), The pricing does not include any setup fees, professional services, support services or any additional fee items the vendor may charge. Top 10 Learning Systems for Customer Training, B2B (including Association) for 2019 , systems with an asterisk (*) means they can be found in FindAnLMS. . Absorb LMS* – Top tier system for customer training, B2B.

2020 LMS Trends: An Analyst’s Extended Enterprise Learning Predictions

Talented Learning

They differentiate themselves not only through innovative functionality, but also industry-specific expertise, integration capabilities, professional services, accessible pricing and other unique characteristics. Service continuity is always a top LMS purchasing concern. New year.

LMS Trends: 2018 Mid-Year Learning Systems Market Update

Talented Learning

This new “specialist” technology landscape benefits LMS customers and vendors, alike. UPDATE: Thanks to APIs that dramatically simplify technology integration, almost anyone can “snap together” compelling, customized learning ecosystems.

Covid-19 Aid: Free Tools and Resources for Virtual Learning and Remote Work

Talented Learning

While following these stories of digital transformation, we’ve discovered many valuable tools and services that are available at no cost in response to Covid-19. 3) Learning and Business Services. To help educational institutions, healthcare providers, municipalities and non-profit organizations embrace “the virtual workplace” LogMeIn is offering Emergency Remote Work Kits to new customers. 3) LEARNING AND BUSINESS SERVICES. via SAP Litmos.

8 Best LMS Options to Enable Online Course Creation for your Employees

Hurix Digital

LMS also allows organisations to create detailed learning programs, tutorials, online courses so that the employees can enhance their skill set with those materials. Here’s How to Create Online Course Modules for Employee Training. Top 8 LMS Systems For Custom Course Creation 1.

Training in the gig economy

Litmos

Such freedom runs both way; independent contractors are legally free from what the Internal Revenue Service calls “behavioral control.” Sharing economy companies have addressed this issue in a number of ways from punitive training to creating communities of gig workers who can learn from one another. Shipt, a grocery shopping service, offers their shoppers access to the Shipt Shopper Lounge , a closed Facebook Group where shoppers across the U.S.

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LMS Integration:  The Learning Ecosystem

Talented Learning

Have a private API library or web services that require the LMS vendor to build and configure the integration. Customer Relationship Management (CRM). Do customers renew at a higher rate, or buy complementary products when trained vs. untrained? Google Analytics is a vital service that lets website owners track everything about their visitor traffic—where it comes from, how long they stay and what they do while moving through the site.

How to use gamification in training (with actual examples)

TalentLMS

This creates a more rewarding and meaningful learning experience. Most companies can only be successful if their channel partners (distributors, consultants, service providers, etc.) Delivering exceptional customer service. SAP’s approach to salesforce training.