Mindflash
JUNE 12, 2012
Companies’ bottom lines are negatively impacted by employees who don’t have the increasingly complex skills needed to consistently perform their work and positively influence customer loyalty. This is critical to advancing performance and business sustainability. Image used under Creative Commons by Flickr user Mr Wabu.
Performance Learning Productivity
NOVEMBER 24, 2014
Even further, is the organisation with the 49 hours per year simply stuck in the industrial age and using formal training as the only approach to attack the issue of building high performance – when it could (and should) be using an entire kitbag of informal, social, workplace and other approaches as well? A parallel path to learning metrics.
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Mindflash
JUNE 6, 2012
Most trainers can’t just go to the VP of customer service and tell them they need 11 months to create that new-hire training program. Also be sure to check out some of the Thiagi books on performance, or check out some of their free interactive courses. If you do customer service training, take calls in class.
Mindflash
MAY 30, 2012
Go out to lunch with the customer service managers. One of the strategies they’ve laid out to get there is to retain more existing customers by improving overall customer satisfaction rates. Image used under Creative Commons by Flickr user wwarby. Hang out with them. Get to know them.
Mindflash
DECEMBER 16, 2011
If you ignore them, you could deliver e-learning, blended learning, podcasts, e-coaching, scenarios, gamification, performance support, and social networks and discover that they are sometimes groovy and always risky. Rather deal with sub-standard performance one to one. Image used under Creative Commons by Flickr user LaMenta3.
Mindflash
JUNE 20, 2012
collaboration to help people work together more easily and improve performance through learning. Learning departments should reject their secluded offices for desks where the sales, customer service, or operations teams sit. High Tech or Low Tech: It’s About Performance. What Is Enterprise 2.0 Collaboration?
Mindflash
JUNE 13, 2012
For instance, most customer-service training classes start out with a discussion of best- and worst-case stories. Image used under Creative Commons by Flickr user Tatiana12. As we said, many in-class activities are essentially exercises in social learning. But do they need to happen in a classroom?
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