Today, call centers are far different from those that were around as recently as five to seven years ago. Contact volume keeps growing, customers are becoming more demanding and impatient, while technologies continue to expand, allowing companies to improve their outreach. Still, the prevailing majority of call centers experience the urgent need to decrease turnover […]

To retain employees, you should engage them and create a working environment that lets employees perform at their best. A thoughtfully-designed L&D strategy can help you with that. However, to build a learning strategy that will encompass the specifics of how employees learn and to construct a learning environment that will encourage them to learn […]

At the workplace, people struggle with multiple distractions and tend to lose focus. Issues with attention inevitably affect their workflow and effectiveness. Work interruption, states Edward G. Brown, an efficiency and workflow consultant, can cost around six hours a day for each employee—this is the data from 2015; the scale of the annual loss of […]

Continuous, personalized employee training is a large part of effective in-house talent development. However, it’s not the endpoint. Sometimes even high-skilled employees equipped with the latest technologies encounter difficulties and fail in completing tasks. Yes, poor performance happens but you shouldn’t be afraid of it; on the contrary, it’s your chance to bring in modifications […]

For years, there has been a lot of talk about how employee engagement drives discretionary effort and makes employees go the extra mile in the workplace. But what if this statement is a bit misleading? What if engagement isn’t the only factor? Today, we’re going to dispel a myth about what elements contribute to employees’ […]

First, we’d like to say this: every employee deserves to be a part of your learning and development strategy. The “identifying talent” process is often followed by the above-mentioned issues of manager’s perception. Being guided by “intuition”, a company may miss the opportunity of building a diverse team and getting creative ideas from people with […]

Frontline employees are the core of your customer service. They represent your product, services, and brand to the customers and ultimately influence customers’ satisfaction. Positive personal experiences drive most customers to make a purchase, tell their friends about the purchase and buy it again; but in the age of automation and social media experience sharing […]

ManpowerGroup data shows that 45% of employers have difficulty in filling positions today. Such a shortage is higher than that during the Great Recession. In this article, we’ll explain how companies survived then and how you can solve employability issues with in-house talent development now. How talent-centric management and training stood against the Great Recession   […]

Why do some companies succeed while others fail? Why is it so difficult to perform at a high level? And what is the best way to improve performance? The key to a company’s success is to keep the level of employees’ performance and engagement high. But such high-performance culture in the workplace demands a lot […]

Better performance is always the intended outcome of learning. Alternatively, there can be no learning without actions. We perform some actions, thus we learn. When it comes to employee performance, we talk about actions that drive business results through the effective use of time, knowledge, skills, technology and other resources. Reaching full potential is almost […]