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How can an LMS boost business? image

Learning Management Systems (LMS) are a fast growing trend in business, though the technology isn’t new, having been around for more than 30 years. What is changing is the widespread adoption of e-Learning platforms in individual businesses. Currently, the industry is estimated to have a value exceeding $15,7 Billion with more than half of systems deployed being hosted in the cloud. The remaining 45% of LMSs are hosted on-site. But the critical questions are: What is the value of a LMS to business? Does it improve productivity and retention? And does it make a real impact on the business bottom line?  Let’s consider some of the business benefits: Low Cost – Compared to ongoing classroom type training, LMS are relatively ...

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Why analytics are critical to learning image

For L&D managers there are two questions that constantly plague them. They want to know: “Are we training for the right things?” and “How do we know if the training has really worked?” Without having accurate data available, finding these answers can amount to a guessing game or matter of perception and this often makes it difficult to justify further training investments to the board. But what if you could accurately pinpoint the causes of high AHT or low CSAT in your contact centre? What if you could set a benchmark and then track progress after training has been implemented to reflect an accurate return on investment? With analytics, managers have a tool to do exactly this; accurately identify training ...

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Digital Skills from the frontline image

It sometimes seems that the pace of change and innovation is moving faster by the day. To keep ahead requires that you are tuned in and know what trends are shaping the industry. Particularly in the contact centre industry, there has been a lot of talk about robots replacing advisors. Others say that’s a long way off; however, it’s apparent that advisors will need to be digitally skilled to prepare for the changes digital transformation is set to bring. Trends shaping the contact centre industry There is a distinct decline in jobs that involve routine and cognitive tasks. A primary reason for this is that robots are far more efficient at doing repetitive or analytical types of tasks. As a ...

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What role does coaching play in contact centre training? image

The contact centre industry is rapidly changing with the introduction of artificial intelligence and chat bots. It’s requiring that agents become more skilled and more knowledgeable as their role shifts to handle more complex queries. Is training enough to get these skills ingrained in employee behavior, or does it require ongoing coaching support from both management and peers? Formal training vs coaching Formal training is valuable in introducing new information, skills or technology as it can be presented in a concise way. However, most people learn gradually though experience and this means that a once off training session isn’t enough, especially when it comes to topics such as soft skills. These are best learnt through repetition and practical application. Soft ...

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Is job security a thing of the past? image

Since the 2008 recession there is a new trend of business efficiency emerging. Companies no longer want to carry the weight of employees that are not consistently contributing to revenue. Rather they are preferring to hire on an ad hoc basis and only pay for the skills and expertise when they need it. It makes sense for companies wanting to improve their bottom line, if they can find the talent when they need it. But where does this leave the average employee who wants job security? The cost of flexibility There are some people who thrive in the contracting environment preferring to freelance and enjoying the freedom and flexibility that it offers. There is also the attraction of the possibility ...

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Robots are working and its driving business success image

Artificial Intelligence and robot automation have been two of the most talked about topics in recent months and several large corporations have started to adopt and implement the technology. The question is: has the investment been worth it and what does the future look like for business and robots? A recent report by the Everest Group titled: Robotic Process Automation (RPA):Technology Vendor State of the Market, claims that the market is exploding and the growth trend is set to continue for the foreseeable future. The UK is the second largest adopter worldwide, greater than both Continental Europe and Asia Pacific. However, North America is by far the leader accounting for at least 50% of RPA technology implementations. The maturity of ...

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