It’s not a fun time to be customer service. According to the 10th edition of the Customer Care Measurement and Consultancy’s National Customer Rage Survey, which has tracked satisfaction and incivility in customer service since 1976, 43% of customers shouted at customer care representatives in 2020, an increase from 35%... more
If you’re a technology provider, you’re probably pretty familiar with this challenge: your organization works with several resellers and end users, but very few employees working full-time. This can be a problem if you’re pushing several releases a year or launching new products regularly. It’s vitally important for every person... more
These days, customers expect a lot of the salespeople they interact with. According to Salesforce’s State of the Connected Customer Report, 73% of customers expect companies to understand their unique needs and expectations, 62% expect salespeople to anticipate their needs, and 56% of customers expect offers to be personalized. While some... more
Look at almost any list of soft skills employers want in a new hire and you’re likely to see it near the top: critical thinking. Critical thinkers are prized for their ability to see problems clearly, set aside preconceived notions, and come up with solutions. They question team members and... more
Compliance training: you have to assign it, your learners have to take it, and you probably don’t think it’s anyone’s favorite flavor of workforce learning. You might be wrong, however. While compliance training falls firmly into the must-do category and isn’t nearly as fun as the nice-to-have training (meditation and... more
We all remember the learning experiences that shaped us. Maybe it was an assignment in school, or something that happened in daily life. Whatever your transformative learning experience was, it connected with you, and suddenly something made sense. You learned something, and your perspective of the world shifted a bit.... more
Businesses of all kinds are finding that they easily have up to four generations of employees working within their organizations. While having a multigenerational workforce certainly adds an element of age diversity to a company, it may also add some challenges. Meeting the training needs of employees who have different... more
It’s fall, and you know what that means. No, not pumpkin spice lattes. It means budget planning for 2024. For Learning & Development (L&D) leaders, ringing in the spooky season means building your L&D strategy for next year: putting together your 2024 budget, coming up with learning campaigns, and working... more
If you build the learning, they will come, right? Well, as most veteran learning and development (L&D) professionals can tell you: not always. Sometimes all you get is crickets. Why is that? Why does some of your best work get ignored by learners and — most importantly — what can... more
You’ve hired a new member of your sales team. You’ve sifted through applications, gone through the interview process, and found the person who fits your requirements, your culture, and your organization’s revenue needs. You have high expectations for them. Maybe they’re replacing a top performer on your team. Perhaps you’ve... more
