Reclaiming Progress at a Dead End

At work, unexpected things will happen. You’ll be cruising along just fine when, all of a sudden, your plan hits a dead end. You have to go back to the drawing board and reassess your efforts. Some teammates may have to start over completely. And that deadline you all expected to hit… yeah, it’s just

Customer Service Training: How Teams Assess their Efforts

At Lessonly, we’ve helped hundreds of teams across the globe learn, practice, and Do Better Work. Over and over again, we found that the best teams examine their training efforts through six key phases: Assess, Plan, Build, Learn, Practice, and Perform. So, how do high-performing customer service teams listen to their people, identify successes and

Introducing Scaled Practice & Coaching

Many teams using Lessonly are growing—fast. They’re onboarding new employees left and right, and they’re using lessons to keep their team engaged, reduce turnover, and create better customer and prospect experiences. By doing these things, they’re hoping to create a rising tide of growth for their company. Growth is great. But at some point, it

Antifragile Relationships

For most of my life, I had the wrong idea about conflict. I thought it was inherently a bad thing. I thought it was something that should be avoided at all costs. It was only through repeated exposure to productive conflict that I learned the truth: Conflict is a fact of life and can be