Blog

May 1, 2018

Employee Engagement in Learning, Part 1: The Tuna Paradox

What are we solving with learning solutions? Have you ever heard a statement likes this? “We want to engage employees in this new learning initiative, so we’re going to use gamification, because people love games.” Does that make sense to you? Do you believe it would work? That’s sort of like saying that problem is “hunger “so the solution must be “tuna.” Sure, tuna is the solution to some hunger problems, but is it the solution to all of them? Nope. So let’s hold off on discussing solutions right now, and first spend some time defining the challenge of learner engagement (you know, the way we tell our clients to). And...

What are we solving with learning solutions? Have you ever heard a statement likes this? “We want to engage employees in this...

Apr 24, 2018

Making Customer Service Personal

If you want personalized customer experiences from your Contact Center, personalize your agent experiences. Routine contact center calls are increasingly being handled...

If you want personalized customer experiences from your Contact Center, personalize your agent experiences. Routine contact center calls are increasingly being handled...

Feb 13, 2018

Contact Center: Talented Managers are Force-Multipliers

Contact centers are trending toward super-agents who can engineer superior customer experiences. What kind of managers will be needed to support these...

Contact centers are trending toward super-agents who can engineer superior customer experiences. What kind of managers will be needed to support these...

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...

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

Nov 20, 2017

Contact Center: You Get What You Measure

These are transformative times for contact centers. There are a few essential activities you might consider as you plan or implement your...

These are transformative times for contact centers. There are a few essential activities you might consider as you plan or implement your...

Nov 14, 2017

The Contact Center Transformation: 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...

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...

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