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. It may take a bit of convincing and perhaps... more
Times of growth are exciting for companies. New locations are opened, new products are rolled out, and new employees are hired. But what does that mean for training? Scaling isn’t easy; 70% of startups struggle with scaling up and 46% of small businesses fail because of poor planning during growth.... more
A successful workplace training program should have custom-created content. After all, you need your employees to have knowledge specific to your organization and industry. You may have to develop training modules around the tools your employees use, the products or services you sell, and your specific company policies. But that... more
A client bought some of my time, and we’re working with a series of regular meetings with me serving as a guide. One of the activities is looking at a suite of courses that are currently offered, and considering alternative approaches. The situation is that there is a job task... more
Leaders want to deliver exceptional experiences. 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. Sales is where current challenges are discussed and in turn, promises... more
There are a lot of reasons not to invest in training for gig workers. For one thing, mandatory training for contract workers is illegal in the U.S., but there’s a lot more to this story, so let’s dig into it. Most companies in the sharing economy rely on independent contractors... more
My Internet Time Alliance colleague, Charles Jennings, pointed me to this interesting article by Andries De Grip, titled “The importance of informal learning at work” that has interesting implications for the design of learning experiences, particularly when employees are not desk-bound, and/or in high-turnover situations. The key is to get... more
It’s hard to believe that SAP Customer Experience LIVE is over! Time flies when you’re having fun and learning how to optimize your training with customers, partners, and colleagues. To celebrate the conference in all its glory, we wanted to recap why SAP Customer Experience LIVE was THE place to... more
Are you offering your customer service team the resources they need to keep your customers loyal? In this article, I highlight eight 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... more
Learning and development is in the middle of an exciting transformation. New technology, the changing nature of work, and an influx of millennials into the workplace mean companies have to move away from a training culture — in which companies serve specific training to employees — to a culture of continuous... more
