training

Effective quality management lets you improve the performance of contact center agents—and deliver the customer experience your business expects. The ICMI Tool Kit: Quality Management in the Contact Center provides valuable tips you can apply to start improving your contact center operations today. Developed by International Customer Management Institute (ICMI), a leader in contact center training and consulting, the tool kit lays out the foundations of an effective quality management program and offers a step-by-step approach to creating an effective program. Then it provides details to help you: • Perform effective coaching using the SAFE coaching framework • Calculate the ROI of your training and coaching investments • Developing a peer mentor program

eLearning has become the prevailing approach to employee onboarding, compliance training, and professional development. The efficiencies that eLearning affords stem from automation, customization and self-service. These attributes allow end users (employees and others) to access just the right training at just the right time. They also provide Learning and Development administrators the peace of mind that training will be delivered as needed, in a consistent manner and that tracking the progress of individuals will also be made simpler by automation.

In a business environment where being able to build and maintain a solid brand reputation and lasting relationships with your customers is essential for ongoing success, effective compliance training for team members is critical. Assembling quality course content, either through purchasing off-the-shelf compliance courseware or developing training material in-house or in partnership with an external developer, and delivering that material in a consistent manner, can help protect your organization and minimize the damage from compliance transgressions.

A successful training program doesn't require choosing between traditional and online learning - it's a strategic balance of both.

This new white paper explores three essential resources that will help you to optimize your training program.

Delivering the three Cs of the modern training experience - collaboration, content and conversation - is easier than you think. Start by taking a look inside your new social media toolkit.

This white paper explains how training apps are emerging as an important component of any organisation’s ongoing digital transformation.

This white paper explains how training apps are emerging as an important component of any organisation’s ongoing digital transformation.

This white paper explains how training apps are emerging as an important component of any organisation’s ongoing digital transformation.

Too remedial. Too retrospective. Too static. Too irrelevant to the team leader. Too time-consuming. Such are the complaints heard repeatedly about Performance Management and Engagement systems. And these don’t even touch on the biggest problem of all: current systems produce a tidal wave of unreliable data. The ratings they yield are based on the notion that, with enough time and training, managers (and peers) can become reliable raters of other people’s skills and competencies. Sadly, that’s not true. A large body of research reveals: 61% of your manager’s rating of you is a reflection of the manager, not of you. Your organization, apparently unaware of this, then persists on paying you, training you, and promoting you—and everyone else in the organization—based on these flawed ratings.

We are coming to expect quality video in all our digital experiences – from online shopping to on the job training. However, as video technology has become more ubiquitous, it has also become more complex. To deliver a quality experience to users, regardless of their device and connectivity, you need a holistic video strategy. We’ve tapped into our experience to present the top issues you must address to ensure a successful online video strategy. Download now to learn more!

Please join us at this exclusive live online seminar. It'll take about half an hour and it's absolutely free.

The truth about who to coach and how to assess their performance.

This paper describes the 7 key barriers to successful prospecting, and typical ways that well-meaning inside sales reps unsuccessfully encounter them. But more than a description of these barriers, this paper will give you the approach, methods, and tools that will help you successfully overcome them.

This paper describes the 7 key barriers to inside sales success, and typical ways that well-meaning inside sales reps unsuccessfully encounter them. But more than a description of these barriers, this paper will give you the approach, methods, and tools that will help you successfully overcome them.

Published by Aternity, the paper includes 8 real-world cases detailing how Aternity empowers SAP customers with a user-centric approach to proactive IT management.

Your medical billing, practice management and EHR vendor should be working hard right now to prepare for this transition and to adapt your system for this changeover.

This white paper describes a sampling of popular use cases for video collaboration—expert anywhere, training, project management, remote eyes, and customer meetings—and the benefits of these applications.

ELearning and micro-Learning are popular ways to train and educate your new and existing employees, not to mention your sales force and channel. So we compiled the top five trends for eLearning in 2016. These trends hold true for all types of eLearning content - compliance training, product training, and sales training, just to name a few.

For decades, fear has dominated the discussion of cyber security. Every magazine article, presentation or blog about the topic seems to start the same way: trying to scare the living daylights out of you with horror stories, alarming statistics, and doomsday scenarios. The result is that most IT shops and security vendors think security is only about what you prevent. They think it’s about blocking, prohibiting, controlling, constraining, excluding, outlawing, and forbidding. Hence IT’s reputation as the “Department of No.”

There is no question that security attacks targeting your organization will continue to grow and evolve. The question is, how can you respond to malware and other risks without unnecessarily constraining your workforce? How can you get beyond the fear and anxiety that leads to excessive prohibition, prevention, blocking, and excluding – so that you can use security technology to both protect and empower people? The answer is with a multi-layered defense – one that uses advanced security technologies and sophisticated operational practices in combination to cover the full spectrum of threat vectors. This solution brief explores the growing importance of multi-layered defense in today’s fast-changing web environment, and key considerations in implementing an effective multi-layered defense strategy.

Download this whitepaper to learn how you can improve recruiting, training and productivity with video conferencing.

This white paper, written by David Maldow, will explain why webcasts aren’t fully interactive, why you should care, and the potential benefits of full interactivity for large-scale business video events.

This white paper shows opinions from manufacturing and electrical industry insiders on the value of using a learning management system.

It's a Dog-Eat-Company world so maximizing your partner connections is important to your organization's success. Read the Maximizing your Partner Connections: The Role of your Online Presence in Reaching Your Market white paper from BlueVolt to learn how to optimize your extended enterprise.