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New Vacancy: L&D Consultant image

Our Business: Ember Real Results is growing rapidly, so with this in mind we are looking for a colleague to join our team of professional, enthusiastic and energetic learning consultants. Ember Real Results is part of the Ember Group, based in Trafalgar Square in London. We are an international learning consultancy with over 14 years’ experience globally, so with this in mind you will need to be comfortable working not only in the UK but also internationally when required, time away can vary on the need of our clients but it is normally just a few days at a time. So why do our clients choose Ember Real Results? Well the clue is in our name of course, but just ...

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New Vacancy: L&D Client Relationship Manager image

Our Business: Ember Real Results is growing rapidly, so with this in mind we are looking for a colleague to join our team of professional, enthusiastic and energetic learning specialists. Ember Real Results is part of the Ember Group, based in Trafalgar Square in London. We are an international learning consultancy with over 14 years’ experience globally. This role is UK based but there might be a rare occasion that you may need to travel internationally, time away can vary but however this is normally just a few days at a time. So why do our clients choose Ember Real Results? Well the clue is in our name of course, but just in case you haven’t quite realised it, we ...

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Webinar Recording: How to Maximise Learning Retention video

With any training programme, we’re trying to influence how our people behave at work, whether that’s ‘soft skills’ where we want to change habits or ‘hard-training’ such as systems and process training. We often expect people to remember what they have learned after just one or two training sessions. However, at least 50% of what you listen to today you will have forgotten by tomorrow.  If we don’t follow up within two weeks, this figure may rise to 80%. The challenge has always been the difficulty in measuring how much a training programme has impacted behaviour. Training should, in theory, improve performance – but in the case of inaccurate or inconsistent training, the trainee may actually perform worse. Digital learning ...

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An honest mistake – what’s the right thing to do when the customer’s wrong? image

Does the mantra – ‘The customer’s always right’ – hold true in every situation? What about when the customer is wrong and the company is quite within their rights to deny the customer request? Should the company still hear the customer out and give them the benefit of the doubt? Maybe there are extenuating circumstances. Maybe there’s an opportunity to show empathy. And just maybe it’s an opportunity to do what’s right for the customer believing that even though it’s outside the ‘terms and conditions,’ in the bigger picture it’ll be good for business. Certainly, there will always be some customers who seek to take advantage, working the system for their own benefit. But that doesn’t mean that everyone is ...

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Ember Talks: Maximising the value in your contact centre conversations image

  Join us to hear 3 powerful Ember Talks delivered by award-winning customer engagement specialists. Our talks are about spreading ideas on subjects that matter to the customer engagement community. These talks are designed to get you thinking out-of-the-box and inspire you. Ember Talks Theme: Maximising the value in your contact centre conversations Event Details Date: 22nd February 2018 Time: 1.30pm – 4.30pm Location: The British Library, 96 Euston Rd, Kings Cross, London, NW1 2DB Delegate Profile This event is for those responsible for the customer engagements and operations. You will find this event useful if you are: Head of Operations Head of Customer Experience and Engagement C-Suite Presentation 1: Managing Mindset Change Often in contact centres we use titles such as ‘Customer Service Advisor’ for our frontline teams.  We label the ...

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WEBINAR: How to maximise learning retention image

    Date: 6th March 2018 Time: 12pm (UK time) With any training programme, we’re trying to influence how our people behave at work, whether that’s ‘soft skills’ where we want to change habits or ‘hard-training’ such as systems and process training. We often expect people to remember what they have learned after just one or two training sessions. However, at least 50% of what you listen to today you will have forgotten by tomorrow.  If we don’t follow up within two weeks, this figure may rise to 80%. The challenge has always been the difficulty in measuring how much a training programme has impacted behaviour. Training should, in theory, improve performance – but in the case of inaccurate or inconsistent training, ...

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