In the era of DIY learning culture, microlearning provides a consistent learning experience for general education and field-specific tasks, such as sales rep training. Based on in-depth research of best practices we've compiled a collection of sales coaching micro- and nano-learnings that are available for you to watch anytime.
Micro-learning, while not a new concept, is extremely effective. And we're taking it to a new level with the integration and intelligent distribution of micro- and nano-learnings throughout global contact center operations.
Technology is enabling us to model consumer like-learning and empower our teams to take part in their own self-learning journeys – simultaneously driving engagement and performance, and reinforcing developmental conversations!
With all this WFO, why aren't we perfect?I sum it up by saying that Workforce Optimization (WFO) is about...
ICMI Featured Contributor article. Are you providing your workers an effortless learning experience? Or are they exhausting all of their energy before they can even access the right resources?
ICMI Featured Contributor Article. Everyone likes access to data about their performance! But does that drive engagement and effort?
Contact center employees both onsite and @home are begging us to give them tools to better perform the jobs we hired them to do! This is what you need to give them...
The potential for modifying behavior and affecting performance and engagement through coaching is most significant and successful when it is relevant to, and therefore reinforces, formal and informal learning.
Contact centers have worked hard to keep up with the pace of change in infrastructure, platforms, processes, and consumer demands - and frontline service representatives have been working hard too, but it's a daunting endeavor for even the most motivated of people!