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.

Customer Service Chatbots – Best Practices

Mobile Coach

Back in 2018, there was a report that cited that 67% of consumers worldwide had interacted with a chatbot for customer support with a projection of 85% for 2020. Most web-based customer service chatbots rely on a menu system (this is sometimes called a guided chatbot experience) with buttons.


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How to Improve Customer Service with E-Learning


How to Improve Customer Service with E-Learning. Providing good customer service is critical to business success for almost all companies. Good customer service is not a given, though, and it doesn’t happen by accident. Benefits of Customer Service Training.

Training Metrics and ROI: Formulas and Descriptions

Roundtable Learning

As a learning and development professional, do you have the right training metrics to show management the value of your training program? Why You Need To Track Your Training Metrics. The first step in setting metrics for your training program is to ensure that you have the right goals.

4 Training Effectiveness Metrics to Track Your L&D Fitness

Absorb LMS

Check out these four metrics to see if you have a healthy pulse on achieving your learning and development and business goals. Better customer service, sales wins and compliance with health and safety regulations: What do all of these have in common? Offline, ask managers to survey team members about their training experiences. When a coworker leaves, temporary hits to morale, productivity and service quality are a real threat.

6 Top Tips To Measure Online Training With LMS Metrics


Analytics are generally used to market and attract new customers to your brand. In this article, I’ll share six tips to measure online training with the help of LMS metrics. . How To Measure Online Training With LMS Metrics. So how can use LMS metrics to measure online training? If a particular team member needs support, provide it. You can also use the LMS metrics to determine if they’ve acquired new favorable performance behaviors and habits.

Cultivate a Culture of Customer Service

CLO Magazine

When FMC Technologies experienced rapid growth in a business sector, its customer service performance suffered. When the leadership team at global energy technology company FMC Technologies’ Subsea Technologies Western Region set a target in the fourth quarter of 2010 to double revenue and increase profitability in five to seven years, they focused on three areas: increasing market share, developing new platforms for growth and improving execution.

Measuring Leadership Effectiveness

Your Training Edge

From the subjective, you can move into numbers-based metrics. Take a close look at your customer service, both internally and externally. You can look at the metrics that are used to determine the health of the organization and make a link back to leadership, especially on those metrics that are not linked to pay or bonuses. But also keep in mind that by taking a serious look at these metrics, you can adjust leadership accordingly.

Customer experience isn't my job


Is customer experience everyone’s job? Without leadership, customer experience is a nice idea but never executed. The best organizations focus on customer experience throughout the entire enterprise, not just in traditionally customer-facing roles.

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Starting a Customer Education Program: What You Should Know

Talented Learning

Today we feature a post by Adam Avramescu , Head of Customer Education & Training at Checkr and Co-Founder of the CELab blog/podcast. He also authored the new book, Customer Education: Why Smart Companies Profit by Making Customers Smarter. Are you thinking about starting a customer education program? Perhaps you want to support broader customer success or marketing strategies. These are all valid reasons to offer standardized customer education.

Top 10 call centre training courses

Ed App

Using online services to train canter staff has numerous advantages, such as allowing staff the flexibility of doing the training on their own time, being able to track each trainee’s progress, allowing for more engaging learning activities, and affording more cost-effective training.

What Do You Mean?

The Performance Improvement Blog

While we as a customer-centric longtail company are still on the runway, we need to each firewall enough time to allow out-of-the-box thinking and strategize the low-hanging fruit in the marketplace. Envisioning the metrics here will require accountability management on each team member to come up with a value-added solution that doesn’t require putting out fires or a lot of bandwidth.

Silver Win for Learning Pool’s Marketing Team at the 2019 Business Brilliance Awards

Learning Pool

Learning Pool is delighted to announce that its in-house marketing team, based across offices in Derry, Nottingham, and Oxford, were awarded Silver for ‘Innovative Team of the Year’ at the Business Brilliance Awards 2019. . From reshaping our marketing mix to launching our new website, the team has delivered step changes in each of the core marketing metrics resulting in the accelerated company growth we have seen in our regular KPI reporting.

Top 7 KPIs for Retail Training Programs

Roundtable Learning

In this article, we will cover why retail training is essential, HR and retail-specific metrics that you can track to show your return on investment and even steps to consider when launching a retail training program. You don’t want potential customers to leave empty-handed or unhappy.

Silver Win for Learning Pool’s Marketing Team at the 2019 Business Brilliance Awards

HT2 Labs

Learning Pool is delighted to announce that its in-house marketing team, based across offices in Derry, Nottingham, and Oxford, were awarded Silver for ‘Innovative Team of the Year’ at the Business Brilliance Awards 2019. Categories included ‘Best New Product Launch’, ‘Brilliance in Customer Service’, ‘Brilliance in Marketing’, ‘Brilliance in PR/Communications’, and of course, ‘Innovative Team of the Year’ for which Learning Pool’s team of marketers scooped Silver.

Contact Center: You Get What You Measure


Most contact centers are awash in operational information and starving for strategic insights that drive a great customer experience. Begin with Customer Retention and Growth. Then quantify the financial impact of losing a customer, based on the lifetime value (LTCV). The financial impacts are tightly tied to customer scoring, which may include Customer Satisfaction (CSAT), Voice of the Customer (VOC), or Net Promoter Score (NPS).

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How not to micromanage your learning and talent development team


Let’s see the common mistakes that micromanagers make, and what they should do instead to make sure that their learning and talent development team performs at its best. Remember that the hours someone works are not a metric for their performance ; meeting targets is. Set goals for your team, create a time plan and monitor their progress. They interrupt their team with questions, shushing them when they are a bit louder or frequently checking their monitor.

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How to Replace Top-Down Training with Collaborative Learning (4)

Jay Cross

My team talks about the trends that drive our business. ? We learn something from every interaction with a customer. ? Among the potential benefits of providing a world-class learning function to workers and throughout the extended enterprise are: Better, more knowledgable customer service. Collaborative organizations help everyone in the extended enterprise learn: contractors, temps, partners, consultants — and customers. Fourth post in a series.

6 Types of Online Employee Training


Orientation: introduce new team members to your company and help them find their place. Products and services: train employees, both new and long-term, in your products and services. Are you making the most of your online resources to develop your workforce?

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Listen: Discover Financial Services’ Jon Kaplan on tuition assistance programs and the importance of building trust among your learning team

CLO Magazine

He worked his way up from aspiring academic to public school teacher to corporate instructional designer and eventually into the top learning job at Discover Financial Services, a Chicago-area firm with 17,000 employees. His team didn’t agree with his assessment. “I I was there for about three or four years and I had managed to take a team that should have been high performing and I just drove them into the ground,” Jon said. “It I was a horrible manager of teams.

Developing Core Competencies of Your Extended Workforce


Operation Staff – Their need is to understand the why and how of their KPI metrics around productivity and efficiency. Using LMS content that covers these points, and trains them on the softer KPIs of customer experience, transparency, and empathy will improve business goals like customer retention, repeat customers, customer loyalty, etc. Their performance is directly related to their ability to convince a customer to finally make the purchase.

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Dealership Employees Need Training on KPIs to Achieve Overall Business Goals


increase in customer retention, and tremendous increase in “Good Value for Cost of Service” scores. They achieved this through customer engagement training rolled out for their frontline staff at all dealerships. Sales Team – While the rules of selling are the same from 35000 feet, selling automobile units have nuances very specific to the industry. There are many other roles at a dealership that are critical but not customer facing.

How to Calculate the ROI of Training Programs: The Formula


We want to help you tackle the unknown of ROI, and overcome the issues to track this holy grail metric. This guide will get you and your team started on the path to success, and give you what you need to analyze the return on investment of your training. . Example 1: Customer Training.

Business-aligned strategies for Performance Transformation: An Interview with Anu Galhotra, VP, Learning Solutions, Infopro Learning

Infopro Learning

Are you creating the program to improve sales, customer service or the net promoter score? Results or Outcome of training can be measured though various metrics. The economy today is knowledge-led and prone to rapid, unpredictable change.

Addressing Training Challenges of the BFSI Sector through Robust Learning and Performance Management Systems

Your Training Edge

Most of the industries face challenges when it comes to corporate workforce training, and the Banking, Financial Services, and Insurance (BFSI) sector is no exception. The companies also want to deliver a personalized training experience for sales employees as well as customer services. Corporate managers easily track the performance of employees within their team or whom they assign a specific online course.

Top Three Questions to Ask Before Setting up Your L&D Program


For instance, Zappos has a strong inherent culture of providing excellent customer service; their mantra is even “Powered by Service.”. To meet this goal, all employees undergo an intense customer service training program that includes shadowing experienced customer service representatives and learning best practices. Additionally, are there any skills that specific teams need? What metrics will you use to measure success?

The Shape of Global Workplace Learning 2020: An Interview with Sriraj Mallick, President, Infopro Learning

Infopro Learning

The move to have intelligent analytics and metrics around learning impact is something that has been coming up for the last few years. The way that organizations drive customer experience, L&D team should drive employee experience ecosystems.

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


Doing that takes a different mindset, new tactics, and an executive-level metric. CEOs need business-qualified metrics, which L&D has rarely had at its disposal, blurring the line between a business contribution and a business expense. Other business units have had to shift their story as well, eg customer satisfaction. Introducing a single question and a CEO-level metric solved the customer-service black box question.

A Strong L&D Strategy is Based on Setting Goals and Measuring Success


Learning and development (L&D) is the core of your company’s success, and it demands a deliberate strategy to set your team up to be top performers. An arsenal of quality L&D content allows your team to succeed with just-in-time information in the field and efficient training materials for professional development. Your sales numbers are only as good as the tools that your team uses, so make sure that your content is optimized for sales enablement if this is your goal.

Learning Pool partners with Hodge Bank to empower its people with self-directed learning

Learning Pool

Hodge engaged with Learning Pool with a stretching brief to develop a platform that empowers its 350-strong team with self-directed learning. With full reporting across the platform that monitors a range of metrics, Hodge has full visibility of colleague engagement and performance.

4 Things to Consider Before Implementing a Revenue Operations Approach


While it may just sound like a buzzword, RevOps is becoming an integral part of how modern businesses craft excellent customer experiences. Chances are that your business has a marketing department, a sales team, and a customer service group.

How Fortune 1000 Company, Discover Financial Services, Innovates with eLearning

KZO Innovations

There is a fundamental shift taking place in the customer service industry as technology increasingly allows customers to self-service. And, successful brands like Discover Financial Services, a 2015 Fortune 1000 company, are working to prepare for the future with innovative training programs. Discover has been recognized for its flagship skills assessment program started in 2013 called Customer Service 2.0,

Identifying Knowledge and Skills Gaps in Your Organisation – What & Why


This could be performance in relation to customer service levels, risk management, profitability, competitiveness, or any other metric that is important to your business. Identifying Knowledge and Skills Gaps in Your Organisation – What & Why.

5 Examples Of Virtual Reality For Corporate Training

Roundtable Learning

By 2030, 23 million jobs worldwide are set to use virtual reality (VR) or augmented reality (AR) for training, meetings, or customer service purposes. At Roundtable Learning, we develop custom VR training programs tailored to an organization’s learning needs.

EdCast vs Degreed vs Fuse – The Analysis

eLearning 24-7

Video Assessment – A video assessment is based on speech patterns/words used when practicing a scenario, sales training techniques, customer service techniques to the coach/mentor/manager. Manager can create, edit or delete skill ratings for their own team. Microsoft Teams.

Top 10 frontline training courses

Ed App

They give the first impression of your product, services, or brand to customers. How they relate with potential customers will determine how your business is perceived. Take EdApp’s Creating a Positive Customer Experience course for example.

Sales Analytics

Your Training Edge

In addition, you can use a combination of metrics to determine how to set goals – and how to coach salespeople in the meantime. The idea of using revenue as a sales metric is to take the total revenue and then break it down to relevant units, such as division, product, region, or salesperson. Another ratio used as an analytic is new accounts to return customers. Out of the new accounts, how many become repeat customers within a particular time period?