General

Dec 6, 2017

Contact Center: The New Breed of Super-Agents

Transformation is required for contact centers to keep pace with business and consumer trends. The centerpiece of this transformation is a shift to a different type of agent – Super-Agents! Contact centers need new approaches to attract, select, onboard, and engage agents who can engage customers. If you expect to develop the best agents, you may need to rethink your expectations and processes. Start with the end in mind What are your growth objectives over the next three years? Begin developing a workforce plan that outlines the type and number of agents you will need to meet your goals. Evaluate the talent you currently have now, the systems produced it, and...

Transformation is required for contact centers to keep pace with business and consumer trends. The centerpiece of this transformation is a shift...

Jun 13, 2017

4 Reasons Systems Training Isn’t Really About Systems

What’s the goal of Systems Training? To get people trained on the system, right? Not really. Systems are tools. Knowing how to...

What’s the goal of Systems Training? To get people trained on the system, right? Not really. Systems are tools. Knowing how to...

Mar 17, 2016

Managers Eat Learning for Lunch

Peter Drucker famously said “Culture eats Strategy for breakfast.” Executives can sit in important planning meetings and generate as many documents as...

Peter Drucker famously said “Culture eats Strategy for breakfast.” Executives can sit in important planning meetings and generate as many documents as...

Feb 1, 2013

Becoming Proficient: From Onboarding to Performing

Part 1: Teaching New Hires How to DO Their Jobs The goal of any new hire program is to get new team...

Part 1: Teaching New Hires How to DO Their Jobs The goal of any new hire program is to get new team...

Dec 30, 2011

Attitude is Essential to Learning, Part 1: It’s All About Me

As learning professionals we spend so much time designing just the right kind of exciting learning intervention that we sometimes forget to...

As learning professionals we spend so much time designing just the right kind of exciting learning intervention that we sometimes forget to...

Feb 14, 2011

Teaching Problem Solving

What is Problem Solving? Whenever a living creature has a goal but doesn’t know how to accomplish it, they engage in problem...

What is Problem Solving? Whenever a living creature has a goal but doesn’t know how to accomplish it, they engage in problem...

Feb 11, 2011

Attitude is Essential to Learning, Part 2: It's All About My Manager

In the first part of this series, we talked about the role of the individual in learning. It’s hard to make someone...

In the first part of this series, we talked about the role of the individual in learning. It’s hard to make someone...

Feb 4, 2011

Teaching Non-Linear Instructional Design for Mobile Learning and Performance Support

We all intuitively think in a linear fashion because the brain can only really focus on one thing at a time, then...

We all intuitively think in a linear fashion because the brain can only really focus on one thing at a time, then...

Jan 4, 2011

Challenges and Ideas for Teaching Experts: Dual Process Reasoning Theory

I have been doing training for 20+ years now and the audience that gives me the most pain in terms of designing...

I have been doing training for 20+ years now and the audience that gives me the most pain in terms of designing...

Dec 30, 2010

Making Social Networking Social Again

Social networking should not be about adding people to your network willy nilly to get the highest number of connections. All too...

Social networking should not be about adding people to your network willy nilly to get the highest number of connections. All too...

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