Employee Training

Customer and Employee Onboarding in the Public Sector

 

Could commercial onboarding solutions be the future of public sector service providers?

Plenty has been written on the role of customer and employee onboarding in fields such as marketing and sales. The bigger the organization and the more complicated the product or service, the greater the need for a guiding tool, to enable users to adopt and then use the system properly and to their satisfaction.

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6 Digital Trends The eLearning Industry Needs To Embrace

 

The digital learning world is evolving at warp speed, with dozens of new tools and practices introduced every year. Between chatbots, AI for eLearning, and Performance Support Tools, we need to ensure learning technologies are just as cutting edge as edtech and the cybersphere, if not more.

 

What Digital Trends eLearning Professionals Should Adopt

The digital terrain is shifting. It does that all the time, monthly, weekly even. Every micro-move by one of the big corporations is met with a backlash, which in turn invokes another shift.
On the other side of the hill—learning theory is constantly evolving. New research and insights come up, attempting to keep up with the new learning tools that spring up with every technological advancement.

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Surviving Change Management: How to Get Employees Onboard

Change management can be part of one of many processes that impact an organization on many levels: a change of leadership; implementation of strategic reforms; massive, cross-organization software adoption; sudden expansion, downsizing (sudden or otherwise) and quite a few more.

 

Localized as the change may be, its impact can resonate for months afterward. Successful change management is evaluated not by whether the change actually went through, but by its lasting effect on the organization. Careless change management can amount to a decrease in productivity by employees whose confidence has been rattled. It can also result in employee turnover, or simply misuse of new tools implemented. All of these outcomes cost the organization dearly.

 

Most “guides to effective change management” address the process from a business perspective but few of them touch on the employee perspective. This article will be focused on the human and technological aspects of change management, including risks and possible solutions.

 

covering eyes | change management

Photo by: Tom and Pat Leeson / ARDEA / Caters News
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Personalization of Content and the Power of Metrics

 Always in motion is the future.”  

-(YODA, Star Wars Episode V: The Empire Strikes Back)

 

Predicting the future

Traditionally, predicting the future was a craft that belonged in the realms of magic and religion. Whether you were reading bones or stars, stuck inside a whale or speaking in tongues – seers and prophets had great power. People live in apprehension of what “may be” and who wouldn’t want to know the turn of a business deal, the time of their death, or how beautiful their bride would be?

 

Over time, science crept in and gradually replaced magic. As the credibility of science grew stronger, belief in the supernatural waned and skepticism replaced blind faith in the power of prediction.

 

But despite what many people believe today, predicting the future – isn’t always about magic. Just like science allows us to regrow limbs, fly the to the heavens and read minds,  today, with the ability to calculate probability, we once again have the skill to predict the future, this time with science on our side. We’ve come full circle. Predicting the future through probability – or predictive analytics – is the ability to collect enough data in order to be able to identify behavior patterns and predict future similar patterns.

 

the oracle from delphi | predicting the future

The Pitya at the oracle of Delphi in action

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How to Evaluate Training Effectiveness (with the Right Metrics)

Let’s start by why you need to measure training: to make sure you’re using the best training methods and tools available, in the best way possible that is best fitted for your users. Or, in other words – to ensure you’re getting results.

 

Consequently, the only way to measure some training methods is after the fact, by checking performance and product adoption rates. This applies to training methods that are detached from actual work in the product – frontal training in class, webinars and video training. There is simply no way of checking if the training was effective before users start applying what they’ve learned to hands-on work in the product.

 

In-app online training, however, can be measured and tested live. If you combine live metrics with performance metrics, you get the ultimate training effectiveness measurement that tells you what you need to know about your training plan.

 

soccer players laid back stock evaluating training effectiveness

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Employee Training Strategies: How to Reduce Internal Helpdesk Calls

In many corporate work environments, a call to the help desk is still the default method of invoking help with software. More and more companies are determined to eradicate this practice, mainly because of the inflated expense it entails. The “have you tried turning it off and on again” cliche is proving to be a metaphor for an outdated support practice that perpetuates technophobia and resistance to change.

 

Executives expect their employees’ to be technologically proficient, or at least resourceful enough to seek solutions by themselves. In industries where support analysts’s time is valuable and costly, customer success teams are finding inventive and more affordable ways to take the load off the internal help desk.

 

Reduce Helpdesk Calls | Moss from IT Crowd

Internal helpdesk calls always consume more resources. Moss from “The IT Crowd” hard at work  

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Boost Online Sales Training with this Neat Piano Lesson Trick

My friend Jonathan is a piano teacher. He teaches youngsters and school students, teens and adults.

 

Over the years, Jonathan learned to identify patterns in his students’ interest in lessons: it turns out –probably not very surprisingly– that when students are enthusiastic about a certain piece or genre they practice intensively and are very eager and attentive at lessons.

 

However, when they are required to practice scales, boredom, restlessness and mediocrity immediately take over (more so for the youngsters than the adults, for obvious reasons).

 

But what can you do? Scales are an integral part of developing musical listening and solidifying habits and skills.

 

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Get More out of Salesforce Employee Training with These 4 Tips

Onboarding a CRM tool in the employee training framework is more than showing employees how the platform works. It is about “selling” the employee the need to use the software by highlighting its benefits for her or him.

 

Everybody knows Salesforce, and while the platform is designed to be fairly easy to use, there are still many hidden features your users could benefit from, and smarter way to use the platform that could save time and help your team get the most out of the ever-growing sales tool.

 

salesforce onboarding tips

 

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5 Ghosts of Old Training Mistakes that Will Come Back to Haunt you

Halloween is a wonderful opportunity to air old skeletons in our closet and confront our greatest professional fears, which we normally keep well hidden and tucked away during the year. Training strategy is something we work really hard on all year round, but we only get a chance to address it with a spooky, tongue-in-cheek tone once a year, so of course I couldn’t resist.

Memo, The Goldfish Ghost of the Forgetting Curve

The Forgetting Curve is gaining more awareness in the training sphere. According to scientist Herman Ebbinghaus, most learners lose over 40% of what they’ve learned within the first 20 minutes. By the 6th day, most of lose 80%-90% of what we’ve learned. Not unlike a goldfish. Mind-boggling.

 

Training professionals and CLOs are becoming increasingly aware of this painful side effect of the training process, and are looking for new methods and technologies to beat this plague. Needless to say, users who were trained ineffectively usually turn to customer support when they run into functionalities they don’t recognize. This results in massive need for support, where training should have addressed the issue in the first place.

iridize_forgot-the-forgetting-curve

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4 Things Your Need to Know for a Successful Microsoft Dynamics CRM Training

User onboarding is the final stage in the long and complex process that is implementing Microsoft Dynamics CRM. After weeks (quite possibly months) of process-outlines, interviewing key employees to determine the workflow, development and tweaking the user interface – it is finally time for roll out and deployment.

As CIO or Executive Sponsor of the CRM project, you have probably figured out by now that user onboarding is just about the most critical phase of the project. Without getting employees properly on board with the CRM – all implementing efforts are undone. Fortunately, Dynamics CRM has a few major strong points that can make for a smooth and constructive user adoption process.

tips for using ms dynamics CRM

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