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In the world of contact centers—customer services rules all

Axonify

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.

The complete guide to effective customer service training

TalentLMS

All companies are different, but all companies that survive have one thing in common: they’re customer-driven. After all, what’s a company without its customers? The tricky part is that making customers happy isn’t as easy as it used to be. Today, people have access to customized products and services from around the world, and in mass. Gartner found that more than 80% of companies expect to compete almost solely on the basis of customer experience by 2020.

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Skill Gap Analysis for Employees – The What, How and Why

Continu

You are rolling out a new product launch, but does your current team have the skills needed to pull it off? Or do you need to hire more or different team members? Or do you need to add additional team member training before this new project is initiated? These are just some of the many scenarios where a skill gap analysis for employees makes sense. So what exactly is skill gap analysis ? Benefits of initiating skill gap analysis.

Guide to Create Perfect Retail Sales Training Programs

ProProfs

Did you know? 75% of consumers would stop doing business with a retailer if they encountered a bad experience such as poor customer service. Such employees play a vital role in business growth and success by keeping your customers delighted.

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8 best sales training tips to seal the deal

TalentLMS

The Sales Management Association recently conducted an extensive study on the state of training and development within sales organizations. Everything around sales is dynamic. New, often tech-enabled, products and services enter the market. Know your customers.

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Training Needs Analysis: A Step-By-Step Guide To Identify Performance Gaps In Your Organization

TalentLMS

Do you know which online training resources your employees need to boost on-the-job performance? How To Identify Performance Gaps In Your Organization: A Step-By-Step Guide To Training Needs Analysis. Here is a step-by-step guide to pinpointing performance gaps in your organization through a training needs analysis. For example, you might want to improve your customer satisfaction scores or reduce your product return rates.

How to Create Interactive Content for Sales Enablement

Kitaboo

Engaging interactive content can transform conversations with sales prospects and convert them into customers. Creating interactive content for sales enablement is an effective practice to convert prospects into loyal customers. It is important to differentiate between content for marketing and sales enablement. The interactive content you create for sales enablement should reflect your brand and be in tune with your buyer’s persona.

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5 Integral Skills to Cover In Sales Manager Online Training

Litmos

In this article, I highlight five integral sales skills to cover in sales manager online training. . Sales Manager Online Training: 5 Integral Skills To Cover. Everyone says sales is the toughest job after motherhood. And many of us think you have to be a certain type of person to do it. These are useful qualities to succeed in sales, and while many are natural talents, they can be improved through practice. Offering Sales Coaching.

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How We Manage Our Remote Team (And 8 Tips for You)

Continu

Since we launched publicly in 2013, we’ve been a (mostly) remote team. We can recruit the best team members for our company, no matter where they live. But there are challenges that come with managing a remote team. Some of them are the same that you’d face with an on-site team. We’ve created a remote team with members across the world at Continu. People need to know that their work is contributing to the bigger picture and moving the company toward its goals.

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How to Ensure You Don’t Do a Starbucks

Enyota Learning

~Your customer doesn’t care how much you know until they know how much you care – Damon Richards, Customer Care Expert. In a customer-centric world, it’s hardly surprising that everything starts and ends with the customer: from your product or service idea to the markets you serve, down to the marketing channels you use, and, especially, the customer service you offer. The Importance of Good Customer Service.

How Businesses Can Fix the Employee Knowledge Gap

Designing Digitally

Employee knowledge gaps are permeating the corporate world at a pace we don’t care for, and the chasm is only widening by the day. Such a massive volume of material means that employees don’t know what to find, where, or even what to focus on. Most of the time, employees fail to locate what they are looking for, and even when they do, they have to access multiple systems to get it.

Product Knowledge Training: Creating and Implementing a PKT Plan

Infopro Learning

Today businesses that provide quality customer experiences can set themselves apart from competitors and gain a more extensive base of loyal customers. Quality service is one of the critical factors today’s consumers consider before making a purchase.

Axonify Solves the Employee Knowledge Problem

Axonify

Maybe your sales team isn’t closing deals. Maybe your store associates aren’t demonstrating your high standards of customer service. From top to bottom, what each employee knows or doesn’t know has an exponential impact on the overall success of your company. How do we move past this conversation and finally address the true knowledge problem? Axonify news Brain based learning Knowledge gaps Learning Measurement Learning Trends Uncategorized

Customized Corporate Training: What It Is & Why You Need It

Unboxed

Customized Corporate Training: What It Is & Why You Need It. Customized corporate training is essential to any company that wants its employees to stand out from the competition. What Is Customized Training? But what is customized training? Customer service training.

4 Simple Steps That Boost Workforce Performance

Avilar

A great place to start is with a competency model followed by gaining an understanding of what employees know and what they don’t know. A “competency model” defines the skills and levels of proficiency in those skills that an employee needs to possess to do a particular job effectively. Performance management, project management, team leadership and application of business acumen are examples of these skills.

Axonify Solves the Employee Knowledge Problem

Axonify

Maybe your sales team isn’t closing deals. Maybe your store associates aren’t demonstrating your high standards of customer service. From top to bottom, what each employee knows or doesn’t know has an exponential impact on the overall success of your company. How do we move past this conversation and finally address the true knowledge problem? Axonify news Brain based learning Knowledge gaps Learning Measurement Learning Trends Uncategorized

Axonify Solves the Employee Knowledge Problem

Axonify

Maybe your sales team isn’t closing deals. Maybe your store associates aren’t demonstrating your high standards of customer service. From top to bottom, what each employee knows or doesn’t know has an exponential impact on the overall success of your company. How do we move past this conversation and finally address the true knowledge problem? Axonify news Brain based learning Knowledge gaps Learning Measurement Learning Trends Uncategorized

Top 10 ‘Must Have’ Blended Learning Tools

Continu

You want to schedule a meeting with your sales team. But your simple meeting request is met with, “I am out of the office that day,” “I am traveling to a sales call” or from the meeting facilitator, “I am having a hard time finding an open conference room to train.” This leads to frustrated team members and an unsuccessful training session. Employees are divided into teams that compete against each other using their mobile devices.

Manage Customer Satisfaction with a Crisis Management Plan

Sales Hacker

What’s your customer service horror story? The customer service that was so bad, no discount or Black Friday deal could entice you back. You’ll learn: What qualifies as a customer satisfaction crisis. The do’s and don’ts of crisis management.

The 10 Best MindTickle Alternatives

Continu

If you are considering MindTickle for onboarding, coaching, sales enablement or learning, weigh your options before selecting this platform. Each of these competitors bring engaging learning experiences, several integrations, and high-level customer support. Now that you know some of the challenges, here are 10 great MindTickle alternatives. Noted customers. Personalized interactions that foster team learning. Noted customers. Noted customers.

How to Conduct an E-Learning and Training Needs Analysis

Capytech

A training needs analysis helps identify the training your team needs to meet the objectives of the business. You can’t develop an effective training strategy if you don’t know what you want the training to achieve. A goal for your business could be to increase sales.

What Is the Importance of KPIs for Performance Measurement?

Unboxed

Sales goals? Team goals? Do you want to know how KPIs can elevate business success? Let’s jump into the KPI pros and cons you need to know. Key performance indicators are evaluation metrics that give you a pulse on a team or individual’s progress. If a road sign doesn’t tell you something you need to know, it’s irrelevant, right? KPIs let you know if you’re headed in the right direction (ideally, North, towards that sales goal).

7 Unexpected Ways To Use Serious Games In Online Training

Infopro Learning

The trick is knowing how to incorporate gameplay into your eLearning course design organically so that it supports the desired outcomes. For example, the first level allows them to explore the sales floor and help a customer locate a particular product, while the second gives them the opportunity to troubleshoot an issue with the POS terminal or resolve a client complaint. Serious games are a great way to test your employees’ compliance know-how.

4 Reasons Why Learning and Development Should Play an Essential Role in Any Organization

Your Training Edge

They say that knowing is half the battle. In business, learning and development do have a measurable impact on the organization in multiple areas, though it may not be as easy to monitor. What You Don’t Know Can Cost You. It Can Improve Customer Service and Satisfaction.

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Business In Disruptive Times: How L&D Shapes Success in BFSI

Disprz

Questions like when do you use VLIT and when do you use self-paced learning were asked during the discussion. The answers were that when you wanted to cover something in-depth; whenever there was an expert interaction that was needed then you do VLIT. There are some content gaps.

The Top Benefits of Training to Employers (Plus, How to Upskill Effectively!)

Unboxed

Did you know that the benefits of upskilling employees extend beyond simply helping boost your bottom line? When you upskill your employees, you’re closing skills gaps and priming your employees to become more productive. . How do you keep hiring costs down? Customized.

How to Train your Frontline Employees?

Disprz

What kind of service was that? Later that evening the diner near your house calls you and begs you to take out that post, as it has begun to affect their sales. All because one person in the outlet didn’t hear one customer’s request properly. So do frontline employees.

How HR Chatbots Can Improve Employee Self-Service Portals

Infopro Learning

It’s no surprise, then, that almost three-quarters of US employees expect their employers to provide them with at least some degree of HR self-service functionality. Employee self-service portals allow team members to complete a variety of basic tasks, from personal data updates to time tracking and time off requests, without involving HR personnel or human interaction. To be effective, however, an employee self-service portal needs to be user-friendly.

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7 Ways A Supportive Online Training Culture Improves ROI

G-Cube

They get involved in the online training process because they know that help is always available. A supportive online training culture also improves task proficiency, as employees know that “ moment of need ” online trainning resources are readily available. They already know about the mandatory online training courses and eLearning assessments. More importantly, they know how to find the tools that can broaden their knowledge and fill personal performance gaps.

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Illusions of Competence in Learning | How to Fix Your United Airlines Problem

mLevel

In the video , associated with my blog post, I describe three separate cohorts including law enforcement, United customer service agents, and leadership (CEO, Oscar Munoz), who were all trained professionals. Let’s take a step back and look at why employees perform the way they do in the first place. In other words, we may act contrary to what we like or know best when there are environmental influences that have an impact on our behavior.

Free learning & development webinars for April 2021

Limestone Learning

PT: Building Sales Capabilities in Our New Digital World Until last year, in-person, face-to-face (F2F) training was by far the primary learning modality used to improve sales performance. How to convert a customer service survey into a coaching strategy.

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Free L&D webinars for November 2020

Limestone Learning

This is always a great time of year to stay inside, and we’ve had plenty of encouragement this year to do just that. What a great time to catch up on work and even do a bit of professional development. It gives your team bite-sized, just-in-time training modules when they need it most.

Free 100

How to Build an Employee Training Program That’s Right for Your Business

KnowledgeCity

Introduction The Benefits of Employee Training Programs What Training Do You Need? Set Your Goals Know Your Audience Define Your Content Delivery Methods In-House or Outsource? What Training Do You Need? First, what kind of training programs do you need?

Why businesses need an internal career marketplace for skills, ASAP

CLO Magazine

I was all set to look outside my department, and perhaps outside the company, since our PR team had plenty to do already. But I had someone on my team with the necessary skills — I just didn’t know it. She knew how to do exactly what I needed.

Skill-Building in Degreed: Making Your People Better, Faster

Degreed

If your company’s like most, it’s using several systems that make HR processes — like enrolling workers in benefits, processing payroll, conducting engagement surveys, or tracking job applications — more efficient, automated, and self-service. Successful upskilling requires doing.

4 examples of using xAPI for more effective learning

Elucidat

Maryland region, put a blended learning program together to help reduce their resuscitation team’s response times. By bringing these different sources of data together they have been able to answer questions like: Do good performances during ‘Code Blue’ simulations lead to good performances during real ‘Code Blues’? Example 2: Personalizing training to improve sales performance. What makes some sales people better at closing deals than others? xAPI is a game changer.

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How to Choose an Effective Employee Training Program

Unboxed

A whopping 70 percent of employees don’t feel like they’ve mastered the skills they need to do their jobs well. Of course, you do! Program Customization. Choose a program that you can tailor to your company’s goals, culture, and learners—a custom employee training program.

Employee Training and Development during TOUGH Times

Ideaon

Its purpose is to identify gaps in employee knowledge, then use education to amplify skill sets. The ultimate goal of any company’s training and development program is to improve business by closing the gaps in knowledge using learning solutions.

4 ways to optimize fan experience in stadiums post-Covid

Edume

What can conferences and leagues do to accommodate fans safely and successfully? And when all those feet are back in stands, what can be done to ensure their experience is of the highest standard, to drive repeat attendance and season ticket sales?

How to Develop Soft Skills in the Workplace

ProProfs

Senior Career Specialist at job service provider FlexJobs, Brie Reynolds, recommends three ways to cultivate soft skills: Identify existing soft skills and build upon them for improvement. Technical know-how. Successful Teams. This helps build healthier and successful teams.