Blog

Aug 22, 2017

The Contact Center Dashboard: 5 Metrics that Matter

Customers want brands to value them, respect them, and treat them like individuals. As commerce becomes increasingly distributed, Contact Centers are often the primary representatives of the business to customers. But, as Contact Centers evolve, the ways that customers interact with companies becomes increasingly complex. Today’s world is a multi-channel ecosystem where the final measure of success is not how hard you tried, but whether you delivered on customer expectations. An effectively-managed Contact Center will contribute to customer satisfaction, business growth, and a strong brand. But even in progressive organizations, Contact Centers may not be getting the attention they need.  Increased application of technology has enabled customer self-service and omni-channel access;...

Customers want brands to value them, respect them, and treat them like individuals. As commerce becomes increasingly distributed, Contact Centers are often...

Aug 16, 2017

5 Reasons Virtual Reality Learning is Worth Considering

Another year, another learning trend, am I right? This year everybody’s talking about Virtual Reality, another trend that will eventually burn itself...

Another year, another learning trend, am I right? This year everybody’s talking about Virtual Reality, another trend that will eventually burn itself...

Aug 9, 2017

How Onboarding Attracts the Best Millennial Talent

  How do you attract, onboard, and retain the best, most talented millennials? It all starts with your Employment Brand, how the...

  How do you attract, onboard, and retain the best, most talented millennials? It all starts with your Employment Brand, how the...

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...

Dec 20, 2016

A Pragmatist’s Guide to Innovation, Part 1

The Big Picture Innovation is good, right? That’s the one unassailable truth of business, of course. Puppies are cute. Cake is delicious....

The Big Picture Innovation is good, right? That’s the one unassailable truth of business, of course. Puppies are cute. Cake is delicious....

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...

Mar 2, 2016

Six Ways Talent Onboarding Drives Your Employment Brand

Whether you mean to or not, your organization has an Employment Brand. Your Employment Brand is a clear message to employees and...

Whether you mean to or not, your organization has an Employment Brand. Your Employment Brand is a clear message to employees and...

Jan 14, 2016

Running Corporate Learning as a Business: Top Trends for 2016

Yeah, yeah, I know. Yet another “here’s what to expect in the New Year” post. The only thing more certain than hangovers...

Yeah, yeah, I know. Yet another “here’s what to expect in the New Year” post. The only thing more certain than hangovers...

Oct 7, 2015

Improving Time to Impact: Onboarding New Leaders

PDG has published a new case study focused on building the next generation of corporate leaders. Failure rate for new managers can...

PDG has published a new case study focused on building the next generation of corporate leaders. Failure rate for new managers can...

Sep 28, 2015

Be the CEO of Your Learning Organization

It’s fall, and for parents and students, thoughts have turned to school; in the business world, thoughts are turning to fiscal planning...

It’s fall, and for parents and students, thoughts have turned to school; in the business world, thoughts are turning to fiscal planning...

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