Insights in a Nutshell: Developing Highly Effective Customer Service Training Programs

Infopro Learning

Today on 90% of consumers consider customer service to be a factor they consider before deciding whether to do business with a company (1). This is one of the many reasons industry leaders are doing all that they can to strengthen the skills of their customer service teams.

10 Tested Tips to Help You Ace Customer Service Training

Infopro Learning

As we move forward in 2021, more companies plan to focus on improving customer experiences. This is not surprising if you consider the fact that 85% of buyers will pay more for a better customer experience (1). Employees often know what areas they need to improve upon.

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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.

See the Results from Our 2014 Learning and Remembering Survey

Bottom-Line Performance

We received a variety of thoughtful responses to our two-question survey on learning and remembering. What do employees need to remember? The first question of our survey asked: What knowledge do your employees need to remember to be successful in their jobs? 77% of respondents mentioned topics like process, procedures and product knowledge that employees must know cold. Product and service knowledge: features and benefits and procedural details.

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How Associations Bridge the Skills Gap With Digital Badges

Talented Learning

skills gap ” problem. What is the “Skills Gap” Problem? These persistently unfilled positions are attributed to an unfortunate and somewhat ironic phenomenon called the “skills gap.”. Skills gap theorists say that formal education isn’t preparing enough candidates for specialized high-skill, high-growth jobs such as data analysis, user experience design and software programming. “Skills Gap” Solutions.

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. Surveys.

Don’t Frustrate Users With Gaps in Your Product Experience

General Assembly

Product teams risk losing customers when they lack insight into breakdowns across the user experience. Ever called customer service by phone to learn they have no record of the two detailed chats you had with online agents about your issue? As consumers who increasingly rely on technology to help us wrangle a vast range of goods and services, we’ve all experienced pain points when really good software doesn’t equate a really good experience. Find your gaps.

Hospitality LMS: What to Know

Continu

So it’s vital to properly train your team with a hospitality LMS so they can meet the ever-changing demands of today’s customers. Since these employees are always interacting with customers and are often the first point of contact a customer has with a company, a positive first impression is vital. Since many hospitality employees spend most of their time interacting with customers, a hospitality LMS offers individualized training. What key features do you need?

Associations: Solving the Skills Gap with Digital Credentials

WBT Systems

skills gap ” problem. What is the “Skills Gap” Problem? These persistently unfilled positions are attributed to an unfortunate and somewhat ironic phenomenon called the “skills gap.”. Skills gap theorists say that formal education isn’t preparing enough candidates for specialized high-skill, high-growth jobs such as data analysis, user experience design and software programming. Skills Gap” Solutions. Associations can lead the way and solve the skills gap.

Proving Better Training Outcomes

Count5

KEEPER: How do you prove outcomes were caused by your training? I don’t know that. Too often, training is a tactical reaction to customer requests, creating missed opportunities for L&D to play a more strategic role. L&D often settled for collecting anecdotal feedback via monthly surveys. Data collected from these surveys was entirely subjective, and therefore less credible. Articles Customer Service sales

Great Use Cases for VR

STRIVR

By Logan Mulvey (Chief Customer Officer) and Brian Murphy (VP, Customer Solutions). Over the past two years, we have been focused on building and implementing immersive training solutions for our customers and transforming the way people learn. STRIVR provides immersive training solutions for a wide array of customers across numerous industries. Here are a few recent business challenges for which we have used VR to implement a groundbreaking solution: Customer Service.

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6 Indisputable Benefits of Soft Skills Training

KnowledgeCity

Soft skills are non-technical skills that impact the way you absorb information, do your day-to-day work, interact with others, solve problems, etc. A workforce with critical thinkers can improve customer service, enhance productivity, contribute to a stronger team, etc.

Employee training myths you could be “April fooling” yourself about

Axonify

Debunked: Traditionally, L&D has looked at the subjects employees should know and then has created training content around those subjects. Traditionally, it has also been very difficult for L&D to quantify the results of soft skills—such as decision-making or customer service—in terms of dollars and cents. So L&D focused on the results it could quantify, such as number of courses completed, average test scores, and survey feedback. Truth? Or Myth?

Employee training myths you could be “April fooling” yourself about

Axonify

Debunked: Traditionally, L&D has looked at the subjects employees should know and then has created training content around those subjects. Traditionally, it has also been very difficult for L&D to quantify the results of soft skills—such as decision-making or customer service—in terms of dollars and cents. So L&D focused on the results it could quantify, such as number of courses completed, average test scores, and survey feedback. Truth? Or Myth?

How to Conduct an E-Learning and Training Needs Analysis

Capytech

These objectives can include improving the service you offer to customers, increasing sales, growing your business, maintaining regulatory compliance, or any other business requirement. This step and the next involve identifying the knowledge gaps that currently exist in your business.

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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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.

Cammy Beans Learning Visions: Building Community in Second Life: Renaissance Island

Learning Visions

Friday, August 24, 2007 Building Community in Second Life: Renaissance Island As you know, Ive been trying to walk-the-talk and experiment a bit with Second Life, role my virtual sleeves up and see what all the fuss is about. had become involved in Ren Island: I became involved in Ren Island like most people did.they happened to find out about (I did through a good friend who did a lot of the build) some time hanging around and enjoying it, and then volunteered to do stuff.

eLearning In The Finance Sector: Why Is It Important?

KnowledgeAnywhere

?Firms in the financial services sector deal with sensitive information which require careful planning and handling. Here, we’ll discuss the main benefits of eLearning for the financial services sector. A successful financial services training implementation requires a team leader.

5 Steps to Conduct a Training Needs Analysis

eLearningMind

What did you do the last time you needed to travel to a new address? Taking the time to survey, plan, and test solutions before a company-wide rollout gives you the chance to stop and consider what your learners need the most. Do you need more training to achieve them? .

Skills Quotient: The Solution to the CEO’s Biggest Problem

Degreed

According to economist Paul Krugman , the skills gap is no longer a zombie idea, “an idea that should have been killed by evidence, but refuses to die.” Furthermore, we are constantly inundated with sobering statistics about the state of the skills gap. emphasis added] PWC 2017 CEO Global Talent Survey. Doing that takes a different mindset, new tactics, and an executive-level metric. We do this to correctly identify the skill gap.

Reboarding: why upskilling employees is vital for a post-covid return to work

Edume

Everything from navigation of the workplace to customer service protocol will have undergone an overhaul. For employee, customer and company. Boosted morale results in greater productivity and higher performance of customer facing teams. Covid-19 shook the world.

What is a Learning Organization? Complete Guide

eLearningMind

Many succumb because they cling to the status quo; operating using outdated corporate models such as top-down force-feeding of company ideology and practices; doing what’s comfortable or familiar instead of taking risks and challenging the status quo. Conduct surveys and focus groups.

How to Train your Frontline Employees?

Disprz

What kind of service was that? All because one person in the outlet didn’t hear one customer’s request properly. Here’s how your training can help them carry out their job well and increase customer satisfaction: Teach them to think from the client’s perspective.

5 of the Best Softwares for Online and Mobile Learning in 2020

Edume

Do you have a designated L&D team, or are you a single operations manager responsible for a whole fleet? How easy do you need content creation to be? Read on for a breakdown of features, customer support and ease of use for some of the big players in the market.

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.

5 Questions for Making Better Customer Education Content

TechSmith Camtasia

Can you build a successful business without successful customers? But, most companies (both large and small) don’t invest enough time and energy in customer education — actually helping their customers learn to use your products. In short, customer success = business success.

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.

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.

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?

4 examples of using xAPI for more effective learning

Elucidat

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’? Why do some reps manage to get higher average order value? And crucially, how can you train others to do the same? How do you know who within your organization would be best suited for a role? What would your team love to know about your audience?

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6 Top Tips To Measure Online Training With LMS Metrics

Litmos

Analytics are generally used to market and attract new customers to your brand. The ‘pop quiz’ at the start has two functions: It reviews what corporate learners already know, building their confidence and proving they’re not as green as they think. After the online training course, corporate learners retest themselves to see what they know now that they didn’t before. However, you’ll never know if you don’t ask.

Free learning & development webinars for April 2021

Limestone Learning

How do ATD’s education offerings and professional certification relate to the new Talent Development Capability Model? In doing so, it’s important to not only focus on the right skills, but also provide a safe, yet challenging, space for learning. Contact us here to let us know!

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Why Is Learning And Development Failing To Produce Consistent ROI For Businesses?

The Game Agency

I should know. Successful training builds confident and competent people who do the right thing at the right time. In doing so, they are identifying potent opportunities that training organizations can affect to achieve optimal business performance and increased ROI. For instance, a call center’s performance objectives might be to achieve a 9 out of 10 in survey ratings for 99% of calls or to win a J.D. Power award for customer service.

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Kirkpatrick’s Model: How to Calculate eLearning ROI

LearnUpon

Beyond this, customer training helps to ensure your customers understand your product or service increasing retention, while partner training scales your growth and protects your brand. At LearnUpon, our customers recognize the value of using a learning management system (LMS) to deliver training, but often ask how they might calculate their eLearning ROI, or return on investment. That’s all just to deliver one customer service training session.

8 Online Training Evaluation Techniques

eFront

But do you determine what works and what needs to be reworked? This gives you the opportunity to identify knowledge and skill gaps so that you can fine tune your training program. As such, you have the ability to customize your online training courses to further improve your ROI. Online Surveys And Questionnaires. Online surveys, questionnaires, and polls give you measurable data that is easy to chart and analyze.

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.

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.

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. Know of any upcoming free L&D webinars? Contact us here to let us know!

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