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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. Remember, Customer Service is a Really Hard Job. It's also important to maintain a genuine sense of empathy for how difficult their jobs as service agents are.

8 Skills That Are Often Overlooked In Customer Service Online Training

Litmos

Are you offering your customer service team the resources they need to keep your customers loyal? In this article, I highlight 8 skills that are often overlooked in customer service online training. Customer Service Online Training: 8 Overlooked Skills To Consider. Your customer service staff deals with any number of challenges every day, ranging from customer complaints to product returns.

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SAP SAPPHIRE NOW: Highlights from Orlando

Litmos

As you all know by now, Litmos is part of SAP, as announced and finalized earlier this year. Last week, June 5-7, the Litmos team packed our bags and hopped on a plane to Orlando, Florida for SAP SAPPHIRE NOW, which is the annual SAP user conference, where every year, business and IT executives come from around the world to learn more about new SAP products, as well as hear more about the company's roadmaps and how to get the most out of their SAP landscape.

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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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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. Brandon Hall Group research says that the number one business priority for organizations through 2020 is customer satisfaction. But how do we improve customer satisfaction?

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. Truth is, most of these new users will take one first look at your product. Product Education.

Life in the Fast Lane: Training for the Automotive Industry

Litmos

As a result of these ongoing changes, the global Automotive workforce has developed an unprecedented need for training, just to stay on top of interacting with a digitally transformed production line, while maintaining compliance with a highly regulated industry. And, that’s just in regard to non-customer-facing teams. Sales are made or lost on customer experience – how did the customer feel on the showroom floor?

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.

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. Sales thinks product doesn’t deliver. appeared first on SAP Litmos.

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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. We can survey responsible individuals whether customers or supervisors or even peers.

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. In Australia, there are strict Work Health and Safety (WHS) obligations that manufacturers must comply with to prevent injury and risk to their workers during production processes.

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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. We can survey responsible individuals whether customers or supervisors or even peers.

6 Ways to Overcome Resistance to Gig Worker Training

Litmos

Last year, model and cookbook author Chrissy Teigen put in a grocery order with a shopping service. They deliver packages for you, shop for your customers, drive your customers, and even charge up your electric scooters. Companies don’t have to pay benefits, but they also relinquish what the Internal Revenue Service calls “behavioral control” — they can’t make their employees do certain things, like take training.

Next-gen Retail Training: Can Salespeople Really Change Lives?

Litmos

Today, customer experience is more powerful even than the quality and/or cost of your products, as proven by study after study. Online commerce has overtaken in-store shopping for its convenience and comprehensive comparative capabilities — in a few clicks, you can compare products, prices, reviews, and more — a luxury that your in-store clerk is likely unable or unwilling to provide. Walk out changed by the experience of personalized service, fit, and comfort.

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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? Ultimately, it’s what the organization offers to customers. Brand promise is the expectation customers have about the offer they’re accepting. appeared first on SAP Litmos.

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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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.

How to use gamification in training (with actual examples)

TalentLMS

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. And that makes new product training a logistical nightmare.

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

Hurix Digital

Whether it is software, IT, education or a government institution, employees need training on an ongoing basis to be well informed, productive and survive in today’s competitive global market. Top 8 LMS Systems For Custom Course Creation 1. SAP Litmos. Why Use SAP Litmos?

Training in 2020: Five Priorities for the New Year

Litmos

Others are hiring more training staff, training more learners, or buying new training products. Up customer satisfaction by training soft skills. That’s a big deal for roles like sales and customer service, which are soft skills-based, but it’s also important to any other job function, because, let’s be honest, people with good soft skills are pleasant to work with and good problem solvers. 2020 is around the corner. Is your training program ready for the new year?

13 Call Center Conferences That Will Captivate You in 2019–2020

Continu

Omnichannel support, AI, end-to-end customer experience, and other trends are changing the customer support and outbound sales landscape every day. Customer contact events let industry professionals share their knowledge, learn about new trends, and get a better handle on customer contact technology. Customer Contact East. While much of the conference is focused on customer experience, you’ll also find service-focused sessions.

Tech Savvy and Time Poor – Training the Modern Worker

Litmos

Accessible training fills this need to find those answers in the moment, leading to improved productivity and efficiency. This is a generation that has grown up with “how to” videos, Google, and customer reviews at their fingertips.

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5 Types of Learning Content You Should Buy Off the Shelf

Litmos

A successful workplace training program should have custom-created content. You may have to develop training modules around the tools your employees use, the products or services you sell, and your specific company policies. I'm not in the business of pitching specific products, but it's worth noting here that some vendors may include content as part of the learning system. The post 5 Types of Learning Content You Should Buy Off the Shelf appeared first on SAP Litmos.

How Employers Can Make Every Employee a Top Performer

Your Training Edge

Since ‘trust is the ultimate human currency’ according to SAP SE CEO Bill McDermott , established trust-filled professional relationships in your company is a valuable asset you would want to have. They will feel boxed in with repetitive tasks like a machine along a production line.

Give User Adoption the Respect it Deserves | Social Learning Blog

Dashe & Thomson

Whether you’re implementing SAP, one of the many Oracle products, or the latest Business Intelligence tool, user resistance, misaligned business processes and lack of user skill and understanding are most commonly at the root of most failed technology initiatives.

In Growth Mode? 5 Ways to Scale Training Fast.

Litmos

New locations are opened, new products are rolled out, and new employees are hired. Others are general sales or customer service courses, industry-specific courses, or training regarding things like soft skills. This can be particularly true of new workers, who have to learn a new sales pitch, or how to handle a difficult customer on the phone. . appeared first on SAP Litmos. Times of growth are exciting for companies.

In Growth Mode? 5 Ways to Scale Training Fast.

Litmos

New locations are opened, new products are rolled out, and new employees are hired. Others are general sales or customer service courses, industry-specific courses, or training regarding things like soft skills. This can be particularly true of new workers, who have to learn a new sales pitch, or how to handle a difficult customer on the phone. . appeared first on SAP Litmos. Times of growth are exciting for companies.

2015 Talented Learning LMS Vendor Award Recipients

Talented Learning

Every LMS tried to be all things to all types of customers in all industries. A steady flurry of acquisitions disrupted customers’ lives but never the market as a whole. Innovation was stagnant and most vendor effort was invested in stealing customers from one another. SAP acquired SuccessFactors who had acquired Plateau. LMS innovation was stifled yet again and innumerable customers became lost in the bureaucracy of behemoth software companies.

2019 Talented Learning Awards: Corporate Extended Enterprise Systems

Talented Learning

As outlined last month , we’re simplifying the way we honor the best learning systems by focusing on two key extended enterprise categories: CORPORATE EXTENDED ENTERPRISE: Business-oriented solutions targeting external audiences such as customers, channel partners, suppliers and contractors. Current and/or former customers and employees must endorse the winners. LearnUpon has built a large base of happy customers.

‘Best of Elearning! ’ Awards Honor 100 Top Solutions

mLevel

There is no better honor than to be nominated by users and customers of these best-in-class solutions.”. Research indicated 85 percent of readers had recommended an e-learning solution to a peer over the most recent 12-month period, and 61 percent claimed that award recognition “impacts their decision” to consider a product or service. These honorees are: Skillsoft; Cisco; SuccessFactors, an SAP Company; Inxpo; IBM; Adobe; and Oracle. PRODUCT INFORMATION.

The Impact of Social Learning: Will You Be The First? | Social.

Dashe & Thomson

As VP, Instructional Design Services for Dashe & Thomson, Inc. Social Learning Blog Training and Performance Improvement in the Real World Home About Bios Subscribe to RSS The Impact of Social Learning: Will You Be The First?

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Hello from Our New VP of Partnerships and Distribution Strategy

OpenSesame

Innovative companies such as SuccessFactors / SAP , Taleo / Oracle , Saba , SilkRoad are enabling companies to deeply integrate employee learning and skill development with other aspects of Human Resource Management (and generating billions of dollars of value in the process). Following in the footsteps of such platforms as iTunes, eBay, Amazon, and Alibaba, we are putting marketplace dynamics to work for the benefit of our customers. Customer Delight.

The Top Five Ingredients for a Perfect Training Recipe

Litmos

It may be product training, if you’re a sales organization. The training above teaches you how to do your job: product training or training about procedures and processes is what’s often referred to as “hard skills” training. Some skills — like sales skills, soft skills, and customer service skills — are universal enough that you’ll be able to purchase them, pre-made, for far less than it would cost you to make them. Oh, Thanksgiving dinner.

10 Training Tracking Tool Options To Boost Team Learning

Continu

Noted customers. Noted customers. Plus, administrators can create custom domains, logos, and themes with this training tracking tool. Integrates with services through Zapier. Noted customers. You can also customize their software to fit the needs of your particular program. Noted customers. Burger King, IHOP, FCC Services, Grissoms JohnDeere, Oklahoma Blood Institute, Cost. Noted customers. Noted customers. Noted customers.

The Wisdom of Experience: Simplifying Complex Learning Targets.

Dashe & Thomson

Before I go any further, please note that propane is an extremely safe product when handled appropriately!) As VP, Instructional Design Services for Dashe & Thomson, Inc.

Essential Training KPIs You Should Be Measuring

Litmos

New product design? For example, your customer service online training course will help improve customer satisfaction ratings, thereby, increasing repeat business and word-of-mouth advertising , which directly relate to your profit margin. Look for online training KPIs around issue resolution time, production delays, network outages, or similar. Online training KPIs here may relate to zero waste, zero accidents, fewer customer complaints, or fewer returns.

Embracing Innovation in Learning | Social Learning Blog

Dashe & Thomson

During that 4 hour hangover period, our decision making abilities, concentration, productivity and attention to detail are pretty much kaput. Passionate people are highly productive and motivated to become the best at what they do.