Blog

Nov 14, 2017

The Contact Center Transformation, Part 1: Change is Already Here

When the world changes around us, how do we react? How do we plan for inevitable change? As the rate of business change continues to accelerate, there are profound implications for contact centers. Some of the relevant trends we see today include: Rapid shift from retail box purchases to online commerce Customer expectations rising, based on day-to-day predictive interactions Technology disruption and integration, with IVR and learning technologies This transition turbulence is causing certain organizations to take their eye off the customer experience ball. 11 of 19 industries recently saw their customer experience scores drop for the first time in five years. Let that sink in for a moment; how is...

When the world changes around us, how do we react? How do we plan for inevitable change? As the rate of business...

Nov 8, 2017

Communication Planning is the Key to Learning Success

How do people at your organization learn about a training requirement or a learning event? Does their manager inform them? Do they...

How do people at your organization learn about a training requirement or a learning event? Does their manager inform them? Do they...

Oct 25, 2017

How Onboarding Drives Employee Engagement

What are the most important things a new employee needs to know?  That’s the key question when we’re creating New Employee Onboarding....

What are the most important things a new employee needs to know?  That’s the key question when we’re creating New Employee Onboarding....

Oct 18, 2017

Why Learning Content Curation Matters

Training departments generate volumes of content. What do you have in your library? Is it up-to-date? Useful? Relevant? Do your people know...

Training departments generate volumes of content. What do you have in your library? Is it up-to-date? Useful? Relevant? Do your people know...

Oct 10, 2017

When Leadership Training Doesn’t Work

I recently read an online article that posited that leadership training doesn’t work. Look at great leaders like JFK and Gandhi, the...

I recently read an online article that posited that leadership training doesn’t work. Look at great leaders like JFK and Gandhi, the...

Oct 4, 2017

The Talent Magnet: How Learning Attracts and Retains Top Talent

According to Forbes Magazine, the US has the lowest unemployment rate in a decade. And the impact is being felt in the...

According to Forbes Magazine, the US has the lowest unemployment rate in a decade. And the impact is being felt in the...

Sep 27, 2017

Creating a Strategic Learning Partnership

I lead a Strategic Learning Partnership with a major Life Sciences client, and it’s a job I love.  My team runs a...

I lead a Strategic Learning Partnership with a major Life Sciences client, and it’s a job I love.  My team runs a...

Sep 19, 2017

How Effective Onboarding Drives Banking Success

Successful new employee onboarding is a challenge for many companies. I hear common questions from clients: “How do we help new employees...

Successful new employee onboarding is a challenge for many companies. I hear common questions from clients: “How do we help new employees...

Sep 13, 2017

Creating Tomorrow’s Life Sciences Sales Leaders: 3 Strategies

How do  you create great sales leaders? I recently had a conversation with a senior sales leader of a Fortune 500 pharmaceutical...

How do  you create great sales leaders? I recently had a conversation with a senior sales leader of a Fortune 500 pharmaceutical...

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...

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

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