Learning Hub
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Featured Resource
We recently published a three-part series on Virtual Learning. As a result of the pandemic, many organizations that never planned for remote operations and employees had to adapt quickly to survive. In each part of this series, we share insights and actionable tips from years of designing engaging learning programs and delivering those programs in a variety of formats.
Part of the New Normal
Assessing Your Readiness
Increased Content Shelf Life with Resilient Design
Prefer to download all 3 parts of the series in a single PDF? Here you go!
Article and Resource Library
Business Transformation, Change Management, Operational Excellence
Transforming a call center is no small project. This article will help you learn the top 5 steps to successful transformation based on decades of experience in call center optimization strategies.
Learning Design and Delivery
This morning we went live and shared our thoughts on discovering the 'can do' path with all of the 'can't dos' surrounding us right now.
Check out this post to review the key takeaways and watch or listen to the full session replay.
Operational Excellence
This morning we went live and shared our thoughts on discovering the 'can do' path with all of the 'can't dos' surrounding us right now.
Check out this post to review the key takeaways and watch or listen to the full session replay.
Change Management, Operational Excellence
Here are the top 4 tips we share with new hires about being successful when working from home.
Use these to help set your pace and prevent getting stuck!
Learning Design and Delivery, Operational Excellence
Leveraging journey mapping differently and focusing on training to instill empathy allows your agents to collect and leverage sentiment in real time and create lasting relationships with your customers. Before I share our approach to journey mapping read my last post on Building Human Connection and Why Sentiment is the Core. Journey Mapping Since 60% […]
Operational Excellence
How do you build meaningful emotional bonds and a human connection with your customers? How do you understand the status of your relationship? To accomplish this and become a real advisor to your customers you have to make customer intent and sentiment priorities of your organization. The outcome of your entire organization is visible in […]
Learning Design and Delivery
Are you looking to hire or become an exemplary trainer? Top training professionals are in high demand and are critical for successful projects or rollouts. Being an exemplary trainer is not rocket science. There is a formula used to become or select these elite training professionals. When I look to hire trainers, I am selective […]
Learning Design and Delivery, Operational Excellence
Health insurance plans are more focused than ever on evaluating and maintaining their brand. Most plans are working to be more than simply a low-cost provider of healthcare or the plan with the biggest network. For years now, we’ve seen that singularly focused strategies like that don’t work. One of the biggest opportunities plans have […]
Learning Design and Delivery
Today, the customer experience is at the forefront of everyone’s mind. In many industries, it is an elusive goal. Industries where this is most challenging have a lot in common. Most importantly, the work of their contact center is often complex. The transactions are no longer, and maybe never have been simple. Think healthcare.
Learning Design and Delivery
Organizations work tirelessly to create and operate contact centers that provide an exceptional member experience. That exceptional experience is the face of their brand. It’s never easy. And it can be particularly challenging when the contact center is supporting a complex good or service. Complex contact centers and the agents that work in them are […]
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