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In the world of contact centers—customer services rules all


Customer service is important to most businesses but when you work for a telecom company?—?it BT Consumer , a division of British Telecommunications Group, which is responsible for consumer fixed-voice and broadband services, was determined to move ahead of a highly competitive pack of telecom competitors by offering a customer service experience that was second to none. As a first step, BT decided to conduct a survey to find out what its customers wanted.

Customer Service and eLearning


With over 13 million employees working in either retail or restaurants, customer service accounts for a vast majority of online learning. From new hire onboarding to operational training to compliance, most customer service organizations need valuable learning for each type of employee. Thankfully, elearning can be done at a self-paced rate, adjusting to most learning styles.


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The Powerful Secret Behind Your Learning Style


What’s your learning style? It’s a hard choice, especially since according to one comprehensive study there are over 71 learning styles from a range of different models. The good news is that there is a powerful secret behind your learning style. It’s so powerful that it could transform how you approach learning. The secret is… that learning styles don’t matter. For learning professionals it presents even more opportunities.

Rants on Buzz Words, E-Learning Style

eLearning 24-7

A learning experience. I’ve been hearing it quite a bit in the e-learning world. “We are learning experience platform”, “learning experiences system”, “I want a learning experiences platform” – which perhaps I should let them know, that this one vendor says theirs is one, so perfect match. A learning experience. Didn’t need a generator, place had back-up, that was a learning experience.

Customer Education: Create frictionless digital adoption with your LXP

Origin Fractal LXP

Will existing customer revenue ever outstrip cancellations? You read negative reviews wondering if you’ll ever be able to convert new customers. You obsess over new upgrades for existing customers. Customers end up confused. Create communities for Customer Education.

Better Training Needed for Financial Services Frontline Employees

CLO Magazine

A new study shows that frontline employees in the financial services industry need more in-depth and ongoing training to provide a more positive impact on customers. Results revealed that only 13 percent of financial services frontline employees feel equipped to answer questions from clients and 60 percent indicated they were not completely satisfied with the employee training they receive. Customer Satisfaction. Leaman said this poses a problem for customers.

Accelerated Learning: Where Does It Fit In? | Social Learning Blog

Dashe & Thomson

Social Learning Blog Training and Performance Improvement in the Real World Home About Bios Subscribe to RSS Accelerated Learning: Where Does It Fit In? by Barbara on March 28, 2011 in Instructional Design , performance support Accelerated Learning Mind Map While I was taking classes in curriculum design, we discussed, at great length, different learning styles: visual, auditory and kinesthetic. But now I wanted to find out more about Accelerated Learning.

The Transfer of Knowledge: Customization of Content Counts


We’ve come to expect customization and personalization from all of our media, and work media is no exception. Use customization as a means of transferring knowledge more effectively. Find out what information your team needs to access regularly by conducting dialogues, surveys, or checking out analytics, and provide customized content to meet their needs. Learn from your smart content. Netflix knows your name and what episode of The Good Wife you’re on.

What Makes Microlearning a Great Corporate Training Solution?

Infopro Learning

As opportunities for career development continue to become a high priority for today’s top talent and as organizations work towards closing skills gaps microlearning is quickly becoming a popular learning solution. Microlearning can also help employees learn the skills they need faster.

Evaluating Your eLearning


Similarly, research in game studies has generally focused upon approaches based upon playing leisure games, and therefore do not take enough account of factors including the context, learning theory and practice and the attributes of the learner and learner group.” (de Secondly, it also enables them to find the best way to apply the tool within the learning context. Consider the example of the new CRM training for improved customer service.

Odessa College Builds Student Success with TechSmith Relay

TechSmith Camtasia

Incorporating blended learning technology throughout an entire college campus can be difficult if you don’t have the right tools, resources, and buy-in to help along the way. One college in Texas sought out a lecture capture solution that not only recorded class lessons, but also gave faculty the ability to create an engaging, blended learning environment. They needed a tool that was easy to use, cost efficient, and one that provided high-quality customer support.

LMS to the Rescue – Overcoming Challenges of Workforce Training and Learning Management for the Aviation Sector


Online courses as per the pertinent learning needs are provided through modern Learning Management Systems (LMSs) to boost workforce engagement and knowledge retention. The transformation from a traditional classroom instruction to modern e-learning experience helps to enhance the quality and efficiency of services from aircraft operations down to customer services. LMS Aviation Industry Learning Management Systems LMS for Aviation

Staff Education Challenges for Global Business

Your Training Edge

The age of Artificial Intelligence has arrived and while most of the businesses are focused on how it will affect their operations like R&D and manufacturing, only a few are wondering about the other crucial business areas such as learning & development (L&D). Gartner, a leading research and advisory company, predicts that AI bots are going to power 85 percent of the customer service interactions by 2020 and lead up to $33 trillion annual economic growth [2].

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Welcoming the innovative New Plumbing Solutions to EdApp

Ed App

As industry leaders, New Plumbing Solutions (NPS) is made up of professionals with a clear vision to deliver exceptional service to their customers in every capacity. EdApp eLearning microlearning Mobile Learning Training New Plumbing Solutions plumbing training

How Better Onboarding Training Improves Your Bottom Line


Staff training experiences should be as well planned as customer experience – are your team given the right information and support to do a good job? They will be happier working for a business they like, deliver better service to customers and colleagues, and you will keep them for longer. You can let staff choose the learning styles they prefer (such as videos, text, quizzes and face to face training).

Learning on the Fly

CLO Magazine

Imagine if companies could customize their training so that it met the exact needs of every learner, giving them only the lessons they need and making sure they learned those skills before moving on. This is the premise of adaptive learning and it is going to change the way learning leaders think about training and the content they provide to their people. It uses intelligent educational technology to predict what the learners know, and what they need to learn next.”.

Building a Corporate University: Assessment

Your Training Edge

In our next ten-part series, we will look at each phase of the University project, beginning with across the board assessment of learning needs. Before any solid plans are made for the Corporate University, you have to know the scope of the learning that will be required. With this in mind, you must embark on a very thorough assessment of learning needs. Next, determine the delivery methods that could be used for all of the learning you’ve assessed.

Engaging Participants 1: Keys to Engagement

Your Training Edge

Adults tend to learn when they have an experience to “pair” with the knowledge. Although it’s difficult to do this with abstract topics or for subjects with which the participants have little experience, it’s still possible to make learning relevant. For example, if customer service training dives into a technical or “behind the scenes” explanation of a product or service, it’s easier for them to tune out the knowledge.

What Is Call Center Training?


According to the recent State of Global Customer Service Report by Microsoft, 58% of customers say that customer service is a key factor that influences which brand they choose. Closing Knowledge Gaps: Continuous training creates a culture of learning.

Learning: your secret weapon to employee engagement

CLO Magazine

Overall, engaged employees contribute to better customer service, quality, profits, productivity and reduced employee turnover. Not engaged employees tend to be neutral, do just enough work to get by, and have little concern for the organization, customers or profits.

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Online Learning Trends Enhancing Employee Productivity in 2017


One industry that is constantly changing is online learning, also referred to as eLearning. New online learning trends consistently rear their heads. Corporate Online Learning Trends Can Boost Employee Productivity . Each year brings a colorful array of online learning trends, especially in the corporate realm. Various eLearning trends have marked 2017 as one of the most influential and evolutionary years in the history of online learning. 1) Learning paths.

How to Implement Extended Enterprise Training


Also, your customers will be able to use your product or service more efficiently. Learning styles and training resources can vary from group to group. It is important that you determine who your audience is and research each group to assess their learning requirements.

How to Develop a Training Program for Retail Employees

Roundtable Learning

One-way stores can outperform online shopping is through customer service. As a learning and development professional, how can you help your retail employees give unparalleled customer service? Maintain a 90% customer satisfaction rate for employee interactions.

Introducing… The Generator 2.0

Global eTraining

Now it’s even easier to build and publish custom courses, capture and transfer knowledge, and collaborate across departments, companies, and even countries! The Generator is a collaborative knowledge management platform that allows organizations to capture and transfer knowledge by building custom eTraining courses. Customer Service Training. Build custom, on-demand workflows. Publish content to any Learning Management System (LMS).

How to Avoid and Mitigate Skills Gaps


Failure to do so could potentially lead to legal issues, penalties, or loss of reputation with your customer base. But if they don’t have the customer service and communication skills to effectively work with your employees, they’ll be ineffective at their job.

Online Learning Trends Enhancing Employee Productivity in 2017


One industry that is constantly changing is online learning, also referred to as eLearning. New online learning trends consistently rear their heads. Corporate Online Learning Trends Can Boost Employee Productivity . Each year brings a colorful array of online learning trends, especially in the corporate realm. Various eLearning trends have marked 2017 as one of the most influential and evolutionary years in the history of online learning. 1) Learning paths.

The 6 Levels of Adaptive Learning – Science Fiction or Reality?


The 6 Levels of Adaptive Learning Defined. What is Adaptive Learning? Data and sensors are where AV meets AL (adaptive learning). For Adaptive Learning to move from science fiction to reality, we have to start with the capture and dissemination of a massive amount of learning data. Unfortunately, the industry standard for success usually equates to “course completion” and currently learning and development captures and utilizes very little data.

How to Choose an Effective Employee Training Program


It’s time to implement effective learning and development programs’ best practices and invest in top training programs for employees. Keep reading to learn all about the benefits and features of employee training. Program Customization.

Emerging Scope Of E-Learning To Transform The Aviation Industry


The aviation industry has been adopting technological innovations as per the changing learning needs and preferences. It helps improving the scope of using digital content to thrive in today’s modern learning scenario. The demand for efficient airline services along with a robust infrastructure and skilled workforce is dynamically increasing. With advances in technology and learning styles, the delivery of training and development in aviation sector is also changing.

Top 7 KPIs for Retail Training Programs

Roundtable Learning

As a learning and development professional, how can you show your management the value of training for your company? Customer Service – from navigating difficult conversations to service with a smile. Customer Satisfaction.

Training evaluation: Ask the right questions

Ed App

Did you feel that this training suited your personal learning style? Level 2: So did they learn anything? If there is knowledge to be learned, your test should assess that knowledge via questions and tasks which demonstrate knowledge acquisition.

5 Ways to Utilize E-Learning Games in Employee Training


Simplifying the training experience is pinnacle to both effective learning and knowledge retention. . Gamification is a buzzword these days as one of the most popular learning styles for both learners and educators. Corporate Universities author, Jeanne Meister, notes compelling evidence for incorporating gamification in business today: “interactive learning games can increase long-term retention rates by up to 10 times”. Follow Follow Follow.

What is Blended Learning? A Guide to Everything You Need to Know


What is Blended Learning? Blended learning combines the best of two training environments—traditional face-to-face classroom training and high-tech eLearning. Why Blended Learning? Luckily, corporate learning is catching up. Learning Trends and Feedback.

Gamification, Serious Games, and Simulations: The Differences

Designing Digitally

All types of game-based learning, simulation , and gamification are commonly put under the umbrella of “gamification.” They are more likely to be engaged when they feel that they have ownership over their own learning. It is important to the learning process that a learner is presented with relevant content. What sets them apart from other games is that they have a specific and defined learning objective.

Never, Ever Stop Learning; The Key to Personal Improvement


For most Americans, the thought of learning evokes memories of never-ending lessons, arduous exams, and the occasional blissful nap in the back of a classroom. Once we receive our elusive diploma, we sprint away from learning and vow never to return. This is a tragedy, because learning is foundational. Actively attempting to learn new things makes us better employees and people; here are three reasons that we should always strive to learn. .

The Sound of Silence | Social Learning Blog

Dashe & Thomson

Social Learning Blog Training and Performance Improvement in the Real World Home About Bios Subscribe to RSS The Sound of Silence by Jim on April 7, 2011 in eLearning At what point does narration really add anything to an eLearning module, and at what point is it simply being added because “it’s what’s expected?” The usual rationale given for why eLearning needs both text and audio is that it accommodates multiple learning styles.

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?Finding the right blend for training - the evolution of blended learning

Unicorn Training

There’s a lot going on in the learning and technology space at the moment, every week new technology is launched or new research completed claiming to provide a revolutionary approach to learning, something that will engage your employees like never before and make them retain more information than you could expect. Now we know what it is, how can we ensure we’re delivering the right blend of learning? Have you seen effective results in adopting this style of training