Understanding what tacit knowledge means is only half the battle. Now, it’s important to know how to capture your organization’s tacit knowledge for success. Here are three things we strongly suggest.
Category: Articles
5 Retention Strategies That Don’t Work Without Killer Customer Service Skills
When done well, customer service is far from just a reactive, troubleshooting branch of your organization—it’s a proactive customer retention engine. That’s when you know your team is really killin’ it.
Hitting a Home Run With Soft Skills Training
Have you ever wondered why soft skills matter? Even the phrase alone, soft skills, presents an underwhelming picture. In fact, put the word “soft” in front of just about anything other word and it reduces the impact of the phrase.
Reap the Rewards of your Training Software: How One Customer Saved $6.7 million with Lessonly
You also want to ensure that whatever system or tool your organization purchases pays off in the long run. After all, making any type of investment and buying decision is a big deal that has the potential to make or break your company’s bottom line. No pressure, right?
How to Create Subject Matter Experts by Using Software for Training Entry-Level Employees
Subject matter experts don’t just grow on trees. They generally come about two ways: They’re hired fully-formed after putting in the time elsewhere, or they’re created from the ground up. Let’s look into the pros and cons of each method.
Laying a Foundation: The Importance of Rock-Solid Customer Service Skills on Customer Relationships
Good customer service skills are the HGTV of the customer experience. Where would great customer experience companies be without them? (Spoiler alert: Not very far.)
Training and Development: A Successful Domino Effect That Leads to Employee Retention and Better Work
An effective employee training and development process is the best way for organizations to get the most bang for their recruitment buck. That’s because it provides a seamless transition from new employee to high-performing teammate. Learn more.
Can You Hear Me Now? The Benefits of Online Training Software for Financial Contact Centers
Don’t worry, we hear you loud and clear! While it might take a little elbow grease to get the ball rolling, establishing online training programs for reps can alleviate many of the challenges that contact centers face these days.
25 little notes that mean a lot to me
My new book To See It, Be It is a collection of lessons I’ve written over the years—25 little notes that mean a lot to me.
Making Money Moves: Why Training is Important in the Financial Services Industry
Show me the money! The financial services industry is a perfect storm of learning and development challenges—rapid change, complex information, hybrid working environments, high turnover—the list goes on. The importance of training and development truly can’t be understated.