Top 3 Training and Content Power Combos

Today’s salesforce is busier than ever because today’s buyers are busier than ever. Potential customers are autonomous, in-the-know, and bringing their ever-increasing expectations to the market.

Regardless of where they’re at in their journey, modern buyers expect immediate communication and prompt service. Additionally, buyers no longer look for vendor validation. They trust the opinions and shared experiences of other buyers rather than the vendor behind the service or product. Buyers execute a significant portion of their own research and assume that once they’re ready to engage with a rep, the seller knows where they are in the journey while enhancing and endorsing already acquired knowledge.

Needless to say, today’s buyers are altering the market with new behaviors and new expectations. For sales reps to keep pace, let alone anticipate buyers’ changing demands, they need the right combination of tools and training to seize every potential sales-ready moment. After all, when a rep lands even a minute with a busy buyer, it’s essential that those 60 seconds get utilized to their fullest capacity.

Keep pace with the speed of change with meaningful training. Take a tour of Lessonly to see how sales teams do better work with Lessonly.

To ensure your rep is ready, here are the top three selling scenarios to ensure you have both the training and content needed for successful selling:

1. Spur-of-the-moment

Scenario: Your competitor just launched a new product feature to help them win a specific deal your rep is working—right as your rep is prepping to walk into a meeting for that deal.

Training + Content: You need to be able to provide your rep with the ability to combine content—in this scenario, perhaps an updated customer-facing battle card—in the field prior to walking into that meeting. It’s also important to ensure the rep has the right sound bites to help them understand how to position against the recent competitive product launch.

In order for reps to fully utilize sales opportunities—however short the notice—they need to know that marketing (yes, marketing) has their back. Regardless of the age-old rift between sales and marketing departments, it’s important to remember that both teams are gunning for the same end goal. In previous years, it was believed that sales and marketing each upheld their specific roles within the selling cycle: marketing generated leads for sales, and sales reps qualified these leads, ultimately landing sales and churning profits. However, the pace at which buyers—and the market—continue to evolve is proving this internal model obsolete. The reality now is that sales and marketing must be highly intertwined to succeed. Team members on both sides must be tuned-in to the needs, motivations, and challenges they each face throughout the buying process. In the case of a new and sudden competitor product launch, that means that marketing needs to focus on quickly creating compelling content to arm sales—and the sales team needs to be trained to know where to look for the latest and greatest positioning, messaging, and other competitive content.

With sales and marketing working in-sync, situations such as the above are easier and more efficient to navigate. Marketers are looped into the recent product launch, aware of the upcoming talking points sales reps need to touch on, and able to create and customize relevant content that propels the sales team forward. The result? Sales reps who are well-prepared to find and leverage the right content at the right time.

2. Back to basics

Scenario: Your company is strategically positioning themselves to enter a new market—and your rep needs to know the right questions to ask and the proper demo scenario for their first deal in this new market.

Training + Content: Understanding the right verbiage to use within new markets is vital and can make or break a deal. Your rep needs access to the internal discovery questions to ask as well as the ability to test themselves on their knowledge on the new market.

Entering a new market can be incredibly intimidating for reps. In order to ensure success and optimize reps’ abilities prior to selling to new territory, ask marketing to assist sales by creating engaging content that reps can utilize out in the field. Make each asset as specific and relevant as possible, ensuring reps can easily integrate it into their deal. Consider integrating solutions that would enable reps to create and customize content that is unique to them, but that also stays on-brand.  

3. Continual relevancy  

Scenario: Your seasoned rep went through onboarding a decade ago and only receives training once a year at the annual sales kickoff event—but a new product release mid-year requires the rep to relearn how they sell it now.

Training + Content: Your rep needs the latest and greatest customer-facing product brochures, paired with bite-sized training components that allow them to relearn how to sell it.

Content specifically designed to train your sales reps (e.g.: information around company messaging, product news, or product launches) needs to stay current, accessible, and contextual to current selling scenarios. In order to establish if and how your reps have the right tools, consider the following:

  • Have your reps completed assigned training?
  • Does your sales team have real-time access to tools to help fulfill content requests (e.g. marketing materials, proposals, contracts) for buyers?
  • Are reps employing the correct kind of content, at the right time?

Depending on factors such as team size, business complexity, and cadence of org-wide expansions, updating training content will vary. Identify where training content currently lives and create a single, digital space where reps can refresh best practices and access updated information around product messaging. Update all out-of-date content for accuracy and create fresh assets that are approachable, engaging, and customized to the specific needs of each rep.

Most importantly, make sure reps can access training materials easily on the go. The easier these assets are to reach, the higher likelihood that reps will actually utilize them to land sales. Be sure to include relevant stakeholders in the training content process, as sales leadership will be implementing team-wide changes.

Lessonly’s powerfully simple training makes it easy to update and access training content in one, convenient location. Take a tour today.

Empowerment + Preparedness = Success

Modern buyers are a breed of their own—independent, knowledgeable, and expectant. Because buyers have changed, gone too are the days of the “stereotypical sellers” who simply show up to push products so they can “always be closing.” Today’s buyers want savvy guides, ready and able to lead them through their purchasing exploration. But before sellers can leap into conversations with buyers to meet these expectations, sales reps need immediate and seamless access to content, tools, and training in one, streamlined place provided by sales enablement.

From aligned marketing and sales teams, to curated content and accessible training materials, the right balance of empowerment and preparedness can make or break your reps’ deals. Providing your sales team with the right combination of tools and training better empowers them to land sales going forward.

Build dynamic sales enablement with Lessonly

Hundreds of sales leaders use Lessonly to enable learning, practice, and performance on their teams. Managers and trainers create intuitive lessons for every type of sales scenario. The results? Better training, happier employees, and more closed deals. Tour Lessonly today.

More about Highspot

Highspot is the industry’s most advanced sales enablement platform, helping organizations close the loop across marketing, sales, and the customer. Learn more here.

3 Best Practices for Better Call Center Management

As a call center manager, Drew’s responsibilities go far beyond overseeing a team of reps. He’s constantly analyzing data, processes, and systems to make sure the team provides customers with extraordinary service.

Managing a call center can be complex and demanding. Managers like Drew have to cut through the noise and figure out the best way for a team to achieve high-performance. Here are three management best practices that call center managers can use to lead their teams to success:

Choose quality over quantity

Customer service teams are implementing more channels than ever before. With customer expectations evolving so quickly, customer service leaders are constantly evaluating the quality of their service. While many teams believe that implementing more service channels will drive call center success, a more practical objective for managers is to aim for high-quality interactions on the channels they already use.

In an effort to prioritize quality over quantity, call center managers should establish quality standards for the entire team. That starts by asking the question, “Does our service meet our customers’ expectations?” Areas where the team’s performance is falling short of the company’s customer service goals—gaps between expectation and reality—are the perfect place for quality guidelines. By creating quality standards, managers equip their teams to provide outstanding service that builds long-lasting relationships with their customers.

Measure metrics that matter

Call center support is a highly measurable activity. Call center managers who want to positively transform their team’s performance should focus on collecting data that provides actionable insights. From business metrics to performance indicators, managers have plenty of items they can measure that will then help them make educated decisions on processes, programs, and performance. A few to consider include:

Forecast accuracy: If customer service managers don’t have an accurate prediction of the workload coming to their teams, it’s almost impossible to deliver efficient and consistent service that drives high levels of customer satisfaction.

Schedule fit and adherence: Once managers have a good understanding of their customer service team’s workload, they can build accurate schedules that ensure the right representatives are in the right place at the right time to provide the best service.

Service level and response time: If customers can’t reach a representative when and where they need, they won’t have a great experience. By establishing service level and response time objectives, customer service teams are likely to be more accessible.

Employee satisfaction: While many customer service managers and teams focus on the satisfaction of the customer, the satisfaction of their reps is just as important. The satisfaction of customer service reps clearly influences—and drives—better performance and customer satisfaction.

Provide effective training

The best customer service managers realize how important training is to high-performing teams. While some managers focus simply on providing training to new reps, it’s a best practice to provide ongoing training to new and seasoned reps. A company’s product or service may constantly change, making it a challenge to keep reps up-to-date with accurate information. Continuous training equips reps with critical knowledge and skills; helps them become familiar with the company’s values; and cultivates relationships with their teammates.

In an effort to provide effective training, the best call center managers prioritize collaborative thinking and knowledge sharing within their team. An established process or system makes it easier to capture and share valuable information, best practices, and helpful tips across team members. Consistent knowledge sharing and training reinforces behaviors and enables reps to get the information they need—when they need it—so everyone can do better work.

World-class customer service teams do better work with Lessonly

Lessonly is designed to help customer service teams learn, practice, and perform. Our powerfully simple online software makes training simple—so customer service teams can stay ahead of their customers and deliver excellent service. Learn more, or see the demo today.

Introducing Insights: See Training Differently

Measuring training is hard. But when leaders need answers about the success of the latest training initiative—a shrug of the shoulders won’t cut it. We want answers—and not only a report on success—but also insights for how to get better.

Reporting and measurement in training is a complicated affair. Many companies track training success purely based on engagement—Are employees completing the training? The problem is that there’s no measurement of the correlation between training and the business outcomes we want. It also doesn’t take into account knowledge retention or feedback—two major ways to track improvement.

All this to say, basic completion metrics aren’t enough. That’s why we’re launching Insights.

Insights brings training data into one easy-to-use dashboard to help teams visualize how their training program is doing, find areas for improvement, and make informed decisions on how to move forward.

Here’s what Insights is all about:

Learner Engagement

Get an overall view of usage in Lessonly, from the most-viewed lessons to active users and most-overdue content.

Measuring engagement is about trends and accountability. The engagement section of Insights answers questions like:

  • Which lessons are most popular with my team? What information do they keep going back to?
  • What people or groups have the most overdue content?
  • Is my team continually pushing out new content? And are employees engaging with it?

Learner Satisfaction

Lessonly’s rating system offers learners a simple thumbs up or thumbs down—and helps leaders know if their teams like the training they’re receiving. The satisfaction trendline reveals how teams are responding to lessons over time, and the highest and lowest-rated lessons show where training is strong, and where it needs improvement.

Finding the lowest-rated lessons in Insights, then digging deeper into lesson feedback to explore why is an integral feedback loop in improving training. If training doesn’t help employees succeed, they probably won’t engage with it—it’s time to switch things up. That opportunity for continuous improvement is why learner satisfaction is included in Insights—and why it’s so important to a great training program.

Downloadable Reports

Insights also provides a comprehensive events data, available for download, including information like Ask the Expert interactions, Learning Library lesson views, and more over the past month.

Insights also offers a downloadable Search Summary Report, which includes all search data from Lessonly over the past 90 days. This report houses a key qualitative metric that can improve training programs instantly: null searches. Null searches—or when a learner searches for something in Lessonly and gets nothing in response—are another tool for training improvement. Examining topics and phrases employees are searching for, but can’t seem to find, is a simple way to identify what information they frontline employees really need. Then, leaders and training can get their teams the information that they really need to succeed.

The Lessonly Analytics Solution

Insights works alongside Lessonly’s Gradebook and overview pages to create a vibrant reporting solution for training. Insights provides high-level trends and performance, alongside the information vital to make tactical, day-to-day decisions. Clicking on specific lessons in Insights reveals the lesson overview page—with even more in-depth feedback, completion data, and practice performance from learners. And as always, the Gradebook is available to examine overall completion data and quiz performance across specific lessons, paths, or groups in Lessonly.

These three pieces—along with integrations like Salesforce and Zendesk—provide all the information that a team would need to track engagement and performance, improve training quality, and report on success.

This is just the beginning. Our hope is to continually make Insights—and our entire product—better, so that teams can do better work. To see Insights in action, contact a Lessonly Sales/CX Manager—or take a tour today!

How to Engage and Retain Star Sales Reps

Sam is thrilled to be the newest recruiter for his alma mater. His job looks a lot like sales— producing leads for the enrollment team, educating prospective students on the school’s programs, and collaborating with other recruiters. Sam is thrilled to get started but has to wait three weeks before he’s officially part of the team. That’s the next time his new employer offers new hire onboarding, which requires him to make an 8-hour trip to the school’s main campus for a week of in-person training.

Once Sam arrives at training, he’s overwhelmed with the information overload. By the end of the week, he has little grasp on the school’s suite of programs. After nearly six months of lackluster performance, and without any guidance on job-specific best practices—he decides to move on to a new opportunity.

This scenario happens thousands of times for hundreds of sales teams across the globe. In fact, turnover for sales reps averages 20% per year.  But forward-thinking sales teams decide to do something about it. Recently, one of Lessonly’s newest partners realized that their training program needed a transformation: it was the ideal opportunity to engage and retain their best sales reps from all over the country.

Evaluate and improve onboarding so you can integrate more people, faster. Design your training plan with our free employee training plan builder.

Optimize the onboarding process

There are many reasons for high rep turnover—but poor onboarding is at the top of the list. Onboarding is a new rep’s first impression of the company (outside of the recruiting and hiring process), so it’s critical to provide high-quality, engaging onboarding that equips reps with the knowledge they need to succeed.

Before using Lessonly, one of our customers required reps from all over the country to travel to the main office for a week-long, in-person onboarding program. The process was costly, difficult to schedule, and tough to track. They also found that training was ineffective—it focused too heavily on procedures and systems instead of on-the-job skills. This left many reps unprepared when it was time to go out into the sales world.

WithLessonly, our customer moved their in-person onboarding program online. The program, which is available anytime and anywhere, significantly reduces time spent on onboarding. New reps no longer need to travel and leaders aren’t required to stop what they’re doing to run the onboarding. The team has shifted the learning materials—prioritizing helpful sales and lead development skills over basic information about policies and systems. This method is highly engaging—with 99% learner satisfaction. But this is just the first step toward improving employee retention and reducing ramp time to productivity for new team members.

Cultivate a long-term learning environment

Once reps complete effective onboarding training, it’s essential that they stick around and make an impact. On average, nearly 90% of employees decide whether to stay or leave a company within the first six months—proving organizations need to focus on ways to retain employees. Leading organizations with long-term employee retention provide ongoing learning and development opportunities that keep the team engaged, reinforce their skills, and maximize performance.

The same Lessonly customer recognized the correlation between ongoing learning and employee retention. Before Lessonly, they provided monthly web conferences with four different sessions—Each rep could choose one session to attend. This web conference format was difficult to balance with their already hectic schedule, and if the session times didn’t fit in with their other meetings and tasks, they had to skip training and wait until the next month. Reps found this training strategy to be cumbersome—and less-than-helpful.

So our customer used Lessonly to provide existing reps with better ongoing learning opportunities with more relevant learning material. Instead of featuring knowledge from only a handful of senior-level leaders, the team leveraged the entire sales team to assist in content and training creation. Now, every rep has access to an extensive learning library with beneficial content on crucial topics. This form of training has sparked a culture of learning with team performance and retention reaping the benefits.

Drive business results with better training. Get started with the Better Work Assessment.

If you want to build a high-performing sales team, engaging and retaining the best sales reps is critical. This also defrays the significant cost of regularly hiring, training, and retraining employees. As seen with this Lessonly customer—when reps have the chance to learn what great work looks like—they’re more engaged, more productive, and close more deals.

Streamline sales onboarding and training with Lessonly

Lessonly’s powerfully simple software is purpose-built to help sales managers and trainers onboard, train, and transform their teams. In fact, world-class customers like FiscalNote use Lessonly to reduce rep ramp time, increase team productivity, and maximize training ROI. See how Lessonly could improve your sales organization, and take a tour today.

5 Insights for Scalable Customer Service

John’s customer service team is experiencing some growing pains. They’re quickly scaling and serving more customers than ever before. Customer service leaders, like John, have to make sure their teams adapt to what customers are looking for and understand their demands to ensure they’re meeting—and exceeding—these preferences.

Our recent webinar shed light on this important topic and more. Industry experts Jeanne Bliss, Ben Collet, and Troy Mills joined Lessonly’s COO, Conner Burt to discuss how customer service teams power change at scale—serving customers faster, driving more consistent support, and adapting to customer preferences. Here’s a glimpse of just some of their insights:

Glean customer service insights from industry leaders. Listen to the entire webinar here.

Data drives productivity, predictability, and proactivity

Customer service was once a very reactive industry. But today, the most productive customer service teams use technology and data to anticipate and address customer issues before they become a problem. Leveraging AI and bots in a reactive space allows support teams to efficiently and proactively engage with customers at key friction points—resulting in a more personable and helpful interaction.

“Being able to leverage data and give people answers that are significantly meaningful and unique to them is extremely important.”Ben Collet, Director of Global Advocacy, Enterprise and Strategic Accounts, Zendesk

“As we get better in using data it allows us to be more predictive. That predictive level will reduce a lot of noise and challenges that customers have to go through.” — Troy Mills, CEO, Customer Care Advisory

Reducing customer effort is a top priority

In a recent report by CCW, reducing customer effort is this year’s top objective for customer service leaders. Many customer service organizations believe that digital engagement— including self-service options—are key to achieving this objective. As customers increasingly prefer mobile, search, and web channels over traditional ones, it’s important to offer—and optimize—digital channels to reduce customer effort. The problem is: sometimes these tools don’t work. They operate poorly once implemented and actually complicate the customer experience.

“Research has told us that by 2020 the demand for a one-company omnichannel experience will be amplified to people requiring near perfection.”Jeanne Mills, President, Customer Bliss

“If you’re forcing a customer to not only talk to a bot and then they have to opt-out to talk to a real agent, you’ve actually just increased their effort.”Troy Mills, CEO, Customer Care Advisory 

Customers should always be the top priority

The customer service industry is experiencing a broad misalignment between perceived performance and customer expectations. In fact, 80% of CEOs believe their company delivers superior customer service, while only 8% of their customers agreed. As an organization scales and looks to make technological investments or changes to their processes, it’s important to look at how that decision impacts the customer. Customer service teams who make meaningful changes prioritize the customer experience over business metrics and short-term revenue.  

“It’s important for companies to prioritize a Voice of Customer program. You have to do customer validation so you can get an in-line picture of what customers actually think.”Ben Collet, Director of Global Advocacy, Enterprise and Strategic Accounts, Zendesk

It’s easy to focus on policies and procedures from the organization’s standpoint, but make sure that you’re doing it correctly so you’re focusing on improving processes that really impact your customers the most.”Troy Mills, CEO, Customer Care Advisory

Human customer service still matters

While there are many benefits to encouraging self-service and other automation options, the majority of customers aren’t quite ready to make a complete shift to new technologies. When customers interact with automated systems, it’s easy for the interaction to become impersonal or complex. Sometimes customers just need—and want—to talk to a real person. So, when they do reach a customer service agent, it’s important that the rep has the soft skills and traits that make for a friendly and memorable experience.

“As people are self-serving and opting out of self-service to take the time to talk to a real person, that human better be darn human.”Jeanne Bliss, President, Customer Bliss

“Reps have to be empathy-forward. I think that’s always been there, but I think you have to be a great storyteller as well because how you communicate is how to get that empathy across and effectively turn negative experiences into positive experiences.”Ben, Collet, Director of Global Advocacy, Enterprise and Strategic Accounts, Zendesk

Training directly impacts performance

While some soft skills are innate qualities, customer service representatives also need the training to learn and develop other important skills. As businesses scale and quickly shift products and services, it’s important to invest in reps so they can keep pace. If teams want to truly provide exceptional customer service, they need dedicated and continuous training that develops and empowers reps to deliver that great experience.

“A lot of time people think of training as a one-and-done. I’m going to train and roll it out, and it will all be good. But the reality is the way we learn requires a way to refresh that all of the time.”Troy Mills, CEO, Customer Care Advisory

“It’s very important to have an internal training team. Give them entry-level interactions at first. Give them some practice scenarios where they can really get important foundational skills and real-world experience.” — Ben Collet, Director of Global Advocacy, Enterprise and Strategic Accounts, Zendesk

Today’s customer service teams are constantly changing and growing. Market changes, technological innovations, or new channels and more all impact the customer experience. By using data, prioritizing the customer, and thoughtfully training reps, teams will be well on the way to long-term success.

Get more insights for scaling the customer experience here

Customer service leaders drive high-performance with Lessonly

Great customer service fuels great companies. As the industry evolves and teams continue to change, leaders need a tool they can count on to enable their team to do better work. That’s why world-class customer service teams use Lessonly to learn, practice, and perform at the highest level. Take a tour of Lessonly today.

How to Revamp Customer Service Training

Dave is the manager of a large and rapidly growing customer service team. They handle thousands of customer interactions every day through email and chat. His company, which provides hassle-free travel assistance, recently expanded its services to five new cities. Now Dave’s team is working harder than ever to provide customers across the country with exemplary service.

However, Dave is finding it more and more difficult for his team to keep pace with the rapid business changes. He needs a way to quickly train and bring new customer service reps up-to-speed. But, he’s also looking to build an empowered and self-sufficient team through ongoing training opportunities—so they can provide excellent customer service for years to come.

Many customer service managers and supervisors find themselves facing the same challenges as Dave. Forward-thinking service leaders identify how training can help their team keep pace with the speed of business while enabling employees with the knowledge and skills they need to do better work.

Recently, we heard about one Lessonly customer who decided it was time to do just that. Using our software, they enhanced their onboarding and ongoing training to best deliver the crucial information that employees needed to be successful.

Effectively transfer knowledge through online onboarding

Before Lessonly, one of our customers—just like Dave—did all of their employee onboarding in-person. Spending hours every day, multiple days a week, wasn’t working—it was inefficient and inconsistent. The team realized that they were too focused on resources, rather than sharing helpful knowledge, skills, and best practices. This was ineffective, resulted in inconsistent training, and proved difficult to balance with busy schedules.

The team turned to Lessonly to modernize and streamline onboarding training, so they could deliver crucial information while decreasing ramp time for new hires. After intentionally assessing their current onboarding program, the team built a new training program. The new onboarding takes 25% less time to complete and incorporates quizzes and interactive learning to increase retention. The enhanced onboarding has saved the team hours of fruitless in-person meetings, delivered more effective training, and decreased time to productivity.  

Replace ad-hoc training with ongoing learning opportunities

For years, a majority of this company’s customer service training also took place on an ad-hoc basis. While the team had implemented a mentor program to combat the lack of training, they found that mentors were constantly fielding questions from mentee reps. This delay in response prevented customers from quickly receiving correct answers. Also, there was no formal way to record and track what topics reps were asking questions about, which made it impossible to identify team knowledge gaps.

So, customer service leaders replaced their ad-hoc training with continuous learning opportunities through Lessonly. As with many companies, this customer is constantly updating policies and services as they expand to new cities. Our software helps the team quickly create and share training with essential product and services knowledge. In fact, the team deploys up to 40 lessons each month. They also tap into Lessonly’s search feature to ensure that they have training on topics that their employees are looking for.

The best part about equipping their reps with Lessonly’s powerfully simple training software? Reps can access and revisit content whenever and wherever they want. Now, the team sees Lessonly as the go-to resource, instead of their mentor or coworker.

Recommend important information your reps need to do better work—when and where they need it—with Lessonly for Chrome.

Proven training success

The team has already seen an immediate impact from Lessonly—reps get up to speed more efficiently and get the regular training they need to succeed in their jobs. By establishing key metrics and goals, the company measures rep engagement, training satisfaction, and efficiencies gained. And by evaluating learner engagement and receiving feedback on training, our customer is constantly looking for ways to improve team training and do better work—and we’re happy to be part of that vision.

Scale customer service training with Lessonly

With Lessonly, customer service leaders quickly deliver streamlined training, empower their reps, and measure the impact on their business. That’s why world-class customer service teams use Lessonly—and do better work than they ever thought possible. Learn more by taking a tour of Lessonly today.

Instilling a Culture of Sales Performance

Sales can be a lonely profession. Reps usually work alone and are expected to deliver hard results. While some reps thrive in this lone-wolf culture, forward-thinking sales leaders often look for ways to create a vibrant team culture and drive high-performance teamwide.

But cultivating sales success is easier said than done. It’s a complex puzzle for sales leaders to figure out which inputs will lead to the best bottom-line outputs. Increasingly, sales teams are focusing on—and investing in—training and enablement to build a healthy culture and empower reps to succeed.

But don’t take our word for it—we wanted to see how a real leader transformed the trajectory of their team through thoughtful enablement. Kevin Dorsey, Head of Sales Development and Enablement at ServiceTitan built numerous sales teams from the ground up before he was tapped to revitalize the ServiceTitan sales team. He offered three insights for instilling and scaling a new culture of enablement in a sales org:

Culture is the foundation of transformational change

Culture is, by nature, unique to every company and team—and it can be a remarkable asset or a significant challenge. Kevin believes that certain traits are important for a vibrant sales team. “What I’ve learned is…if I can get a culture of development, a culture of learning, and a culture of excellence—then I start introducing processes—people are actually excited for that.”

But Kevin couldn’t simply declare a new sales culture—he needed to slowly turn the ship towards a new standard of growth and excellence. So when joined ServiceTitan, he invested significant time with his team:

“I had one-on-ones with every single rep on the team. It was focused on why they started here, what they were hoping for, and what kind of culture they wanted to be part of.”—Kevin Dorsey

The focus on individual people cultivated trust from Kevin’s team members. The reps felt ownership of the cultural shift and were committed to his vision of a learning culture. Building a high-performing culture isn’t for those looking for instantaneous results. It takes time, effort, and energy to create a sustainable sales organization that will consistently deliver results—quarter after quarter.

It’s time to redefine sales enablement

Kevin’s secret weapon for cultural change is training and enablement. He notes, “I’m a big believer in the 80/20 rule—80% of your results come from 20% of your activities. I believe a significant part of the results we create are from enablement.”

While most sales leaders say that training and enablement are important to them, Kevin believes that, in many cases, they’re simply paying lip service. Great enablement isn’t about producing more materials—it’s about delivering results.

To highlight this principle, Kevin adds, “As enablement leaders, I believe we need to change the word enablement into performance. If you can’t improve performance, the role and departments won’t exist.”

While this may seem dire, this perspective offers a return to the roots of sales enablement: enabling sales reps to do better work.

Metrics empower meaningful enablement

While culture may be shifting towards learning and performance, how does a sales leader encourage that change operationally? Kevin leaned on individual rep metrics as a barometer for improvement:

“I broke down each thing I wanted sales reps to do, prioritized it, and broke them down into individual metrics. I said, ‘If you want to hit your quota, this is what you have to do—it’s basic math.”—Kevin Dorsey

Kevin identified numerous metrics and created CRM reporting dials for each rep on each measure. He then designed training to impact each ratio: addressing qualification, conversion, closed deals, and more. His refrain for measuring the impact of training was simple: “If you’re truly enabling the team, I should be able to measure it.”

“We don’t like signing up to be measured,” Kevin notes. But as the adage goes—what gets measured get managed. When sales enablement leaders lean into metrics, as opposed to avoiding them, they can intentionally improve the performance of their teams.

Looking to the future

These strategies have worked wonders for Kevin’s team at ServiceTitan, and he notes, “In the last six months, every measurable metric in my department has gone up. Every single one.”

While he wants to create a winning team, Kevin is also thinking about the bigger picture—the future of sales depends on great enablement. With the rise of AI tools in sales, “If we ignore the performance side of things, if reps don’t get better, robots will replace us,” he predicts.

So what is the answer to emerging technologies with the potential to disrupt sales? You guessed it—training and development. Reps who want to succeed in the years ahead must be willing to grow, learn endlessly, and continue to find ways to contribute in ways that are uniquely human—an invaluable combination for long-run sales success.

Supercharge training and enablement with Lessonly

Hundreds of sales leaders use Lessonly to enable learning, practice, and performance on their teams. Managers and trainers create intuitive lessons in minutes and deploy them at scale. The results? Better training, happier employees, and more closed deals. Tour Lessonly today.

Do Better Work: Empower Performance

At Lessonly, it’s our mission to help people do better work so they can live better lives. Our Better Work Method (and the accompanying Better Work Assessment) examines the six essential steps of building a high-performing training program. This blog series offers an inside look at each step and how the Lessonly team applies each one to do better work.

Every Monday, the entire Lessonly team gets together to share department and company updates. During this time, we also take a look at our team’s objectives and goals. It’s an ideal time for all of us to review our performance, celebrate our successes, and have meaningful conversations about how we can do better work.

Over the last five years, we’ve found that when our team members receive thoughtfully prepared training, performance skyrockets. Employees who successfully complete training hit individual KPIs, quotas, and goals—resulting in overall business success. That’s why we developed the Better Work Assessment. This free, online tool helps other executives, managers, and trainers measure the impact and effectiveness of their own training program—and empower their teams to perform like never before.

Enable your organization to continuously improve, deliver, and quantify business results with better training. Evaluate your team’s training with our Better Work Assessment.

From capturing important data to developing a vision for your training program, here’s how to guarantee that your team’s training helps the business—and the people in it—succeed.

Capture qualitative and quantitative metrics

There’s no doubt that tracking team member performance is important. In fact, each Lessonly team member works with their manager quarterly to create a new list of performance objectives that relate to team and company metrics. This process makes it easy for us keep track of performance and provides a snapshot of what is going on within this business. However, pinpointing and measuring metrics that shed light on individual, team, and company performance is easier said than done. While there are plenty of metrics to choose from, it’s important to decide which are the most essential to evaluate team training and performance. Zoe Meinecke, Lessonly’s Director of Services, recommends looking at metrics across four different levels.

Tier 1: These metrics focus on employee learning efforts and include metrics such as learner engagement, training satisfaction scores, and the percentage of employees who complete training.

Tier 2: Once organizations have an idea of how their employees rate training, it’s beneficial to tie training to revenue. Look at metrics that determine how much money is saved and earned as a result of your training program.

Tier 3: Metrics that correlate with what your team and organization gain are extremely beneficial in evaluating performance. By reviewing key skills and efficiencies, organizations can determine what training is effective—and where there are still gaps.

Tier 4: Training is about improving your business’ bottom line. The fourth level of metrics should directly tie team training to your business objectives for maximum impact.


Find meaning at work

While metrics and performance indicators are important for every team and organization, we believe that doing better work is about more than delivering results. It’s also about finding meaning at work. When employees have the chance to learn, practice, and perform, they’re happier, more successful, and more engaged. When people feel confident and capable at work, it positively impacts every aspect of their lives.

Every day, millions of learners log in to Lessonly to learn, grow, and do better work. Whether funding a well in Africa or hiring hundreds of workers in a county plagued by unemployment, Lessonly’s customers embody this vision. World-class organizations provide training that helps employees find meaning at work, succeed, and drive global change.

The best teams restart the cycle

The beauty of the Better Work Method is that it’s all about continuous rapid improvement. Once your team hits the Perform stage, it’s time to use those qualitative and quantitative metrics and begin the next Assess phase. Forward-thinking and high-performing teams continuously revisit their learning plans and gather data during the training process to see how they measure against their goals. This cycle of constant growth and improvement is how we help our customers get superior outcomes, time and time again.

Training is about delivering results. Better performance empowers organizations and teams to continuously improve, maximize strengths, and exceed goals. In the end—we want to help every team have great training and do better work.

Start on the path to high-performance with our free online assessment

At Lessonly, we believe that great training empowers high-performing teams. Our powerfully simple software delivers critical knowledge and skills that sales and customer service reps need to do better work—and live better lives. Take our free Better Work Assessment and start on the path to operational excellence, or take a tour of Lessonly today.

Do Better Work: How to Practice Skills for Better Performance

At Lessonly, it’s our mission to help people do better work so they can live better lives. Our Better Work Method (and the accompanying Better Work Assessment) examines the six essential steps of building a high-performing training program. This blog series offers an inside look at each step and how the Lessonly team applies each one to do better work.

Kelsey and Mallary are two of the many talented members of Lessonly’s Customer Experience and Sales teams. They’re a huge asset to our company and customers. They share best practices, talk about helpful new products, and enable teams to do better work. But they didn’t become experts overnight. They improved their skills and knowledge over time with intentional and proactive practice.

Here at Lessonly, we think practice is about more than perfect—we believe practice also makes permanent. Realistic practice helps employees like Kelsey and Mallary remember what they learn. When paired with thoughtful coaching from managers—it’s a recipe for long-term success. That’s why we focus on deliberate practice that involves rehearsal, refinement, and repetition to achieve peak performance.

We’ve witnessed how impactful practice can be—which is why it’s also part of our Do Better Work Method. Practice enables employees to hone their skills, gain confidence, and deliver a better sales and customer experience. As we developed real-world practice lessons, we learned a few key helpful takeaways that any team can use to do better work.

Does your training program reinforce newly learned information and skills? Examine your team’s training with our Better Work Assessment.

Practice new skills regularly

The Lessonly team lives by the mantra of continuous rapid improvement. Every employee is committed to asking questions, refining their skills, and helping the entire organization succeed. Practicing new skills on a regular basis helps our teams focus on specific initiatives and push us beyond everyday learning.

Regular practice is an effective way to break up learning and reinforce skills—while employees are still processing new information. A regular cadence for dedicated practice, usually weekly, doesn’t overwhelm employees or take too much time from their day-to-day tasks. it is meaningful enough to keep topics relevant and drive iteration of skills and knowledge.  

Earlier this year, the entire Lessonly team was asked to practice pitching our product. First, we took a lesson about key messaging and positioning strategies. Then, each employee recorded a practice pitch as a benchmark for delivery. As time progresses, employees revisit and practice delivering the pitch for improved delivery and consistency. 

Facilitate practice online and in-person

Developing a culture where employees practice requires planning and intentionality. Just as employees benefit from different types of learning, they’ll also find various types of practice more helpful than others. Some types of practice are best delivered through software, group role-play, and one-on-one coaching sessions. If a customer service team primarily handles online chat requests and emails, it may be more beneficial to leverage software that offers chat and email composition practice. The best training programs facilitate practice through both online and in-person opportunities to maximize impact and boost learning engagement.

The Lessonly sales team also utilizes both online and in-person practice opportunities. With features like Video Response, Mallory and the rest of her team can easily record practice sales pitches before making actual calls. They also practice similar pitches during one-on-one and group meetings to further demonstrate product knowledge and perfect their skills across various settings, just as they would need to do in the real world. These opportunities have been invaluable. The feedback helps reps handle common objections with excellence and gain confidence to deliver seamless pitches that close more deals.

Feedback fuels improvement

One of Lessonly’s core values is “share before you’re ready.” The basis of this value is that getting work in front of other people, early, makes for better work. So, while practice may help employees display knowledge competency and reinforce skills, effective feedback ultimately propels performance to the next level. Regular feedback gives learners key insights into where they’re excelling and how they can improve. Additionally, it helps managers and leaders promote an open and collaborative culture—which is crucial for team performance.

Constant feedback loops have been valuable to our company. We’ve found that a great way to provide effective feedback is through well-established criteria. If the goal of training is for a customer service rep to solve a customer’s problem in an efficient and friendly manner, they should receive feedback on rapport, professionalism, and problem-solving skills. This type of feedback provides helpful information to learners so they can grow and do the best work possible.

Rehearse, refine, repeat with Lessonly

Doing better work requires more than a training program that only focuses on learning. For knowledge and skills that need to be cultivated and honed over time, practice is irreplaceable. Move your team toward high-performance today with Practice. Or, take a tour of Lessonly today.

Introducing Practice: Power Game-Changing Performance

The idea of practice and feedback has always been a part of our lives. At school we practiced with homework and received grades from our teachers. When learning sports, music, or even how to drive, we spent hours and hours of practice with coaches before any game or performance.  If you want to be good at something, there isn’t a single modern learning theory that touts the idea of doing it just once.

It’s uncanny how simple the idea of practice is—and how ingrained it is in our lives. Want to improve at something? Do it a lot. Want to be better, faster? Practice the right things and get a coach to help. A commitment to practice can help you learn just about anything, both personally and professionally.

It is impossible to get better at your job without practice.

Most of us head into jobs, usually with just onboarding training under our belts, and need to perform at a high level to survive. Companies who are great at developing their employees know the value of ongoing training. But the best companies provide an avenue for their employees to practice important skills and get coaching—right from the beginning.

So today, we’re excited to help our customers provide this experience for their employees with our brand new Practice offering. Practice provides the platform for repetition and feedback that frontline employees need to get better at their jobs. Practice helps to onboard team members more effectively, address employee weaknesses, and deliver more closed deals and higher first-time ticket resolution.

Practice in Lessonly

Teams using Lessonly have access to seven different practice tools in Lessonly:

  • Chat Practice – Offer a realistic chat experience for teams to rehearse their responses before talking to customers.
  • Support Ticket Handling – Practice thoughtful ticket handling—from prioritization to resolution.
  • Email Reply – Respond to customer service tickets and concerns via a simulated email client.
  • Email Composition – Draft mock emails to customers or prospects to refine messaging and maximize impact.
  • Webcam Recording – Rehearse pitches or customer interactions on video and receive helpful feedback from managers.
  • Screen Recording – Capture all or part of your screen, along with audio, to hone product walkthroughs or other skills.

Create realistic practice scenarios about topics employees will face in their jobs every day. Whether it’s product demos, dealing with angry customers, negotiating with prospects, or the multitude of other scenarios your team encounters—use Lessonly to practice it.

Our outbound sales team uses webcam recording, screen recording, and email composition consistently to supplement practice sessions with our Director of Sales Enablement. Our inbound team makes more use of chat reply, because that’s where they work the most. Focusing on the practice scenarios that are most relevant to your team’s daily work is the key.

Separating Practice and Learning

Creating separate Practice lessons is an effective way to bring practice into training experiences. Especially when utilizing learning paths, break up learning with practice sessions to reinforce skills and track how the learner is processing the material. We’ve found this to be extremely effective with our onboarding at Lessonly. Separating learning and practice into different lessons keeps the experience simple for learners—they know what to expect each step of the way. Keeping the learner experience in mind like this is an easy way to boost engagement in a training program.

Coach for Success

Managers can also provide guidance and feedback by using new Custom Feedback Criteria. Add guidance to practice questions in Lessonly in the form of traits or characteristics that you’ll use to evaluate responses. In the example below, the trainer has identified presentation, trust and urgency as the key criteria—and has also offered specific feedback.

We suggest choosing feedback criteria that’s relevant your team—picking areas of strength to hone or areas that could use some more improvement. Managers and trainers can evaluate on a 5-star rating system for each trait—with written comments for detailed feedback for team members.

Start Practicing Today

Investing in team performance is about more than just giving employees information. It’s about providing them with the tools to be successful and empowered in their jobs. Team members develop confidence through repetition and feedback—which eventually leads to real skill. Move you team toward high-performance today, with Practice.

Take a tour of Lessonly to see Practice in action—or learn more about how your team can use Practice to do better work.

Do Better Work: Maximizing Learning Impact

At Lessonly, it’s our mission to help people do better work so they can live better lives. Our Better Work Method (and the accompanying Better Work Assessment) examines the six essential steps of building a high-performing training program. This blog series offers an inside look at each step and how the Lessonly team applies each one to do better work.

It’s Joe’s second week at Lessonly. As a new sales development representative, he has a lot of information to learn and skills to develop, but he’s up for the task. In addition to completing his onboarding training, he has the opportunity to learn about the topics of his choosing each day. Today, Joe chooses to learn more about Lessonly’s integrations. He logs into his Lessonly account, searches ‘integrations,’ and is served a variety of content with important information about how Lessonly integrates with other software.

When we think of learning, most of us think of something very different than Joe’s experience. We often envision teachers lecturing in front of a blackboard, delivering dense information to a group of disengaged students. But training doesn’t have to be like this. As employee preferences change, the mode of training delivery is more important than ever. Employees like Joe want to easily access training—anytime, anywhere. That’s why our Better Work Method highlights the importance of pushing training content to teammates—so they can effectively solve problems and do better work.

Does your training program make your team more productive? Evaluate your team’s training with our Better Work Assessment.

So, how can your team maximize learning impact and deliver training that fuels performance?

Encourage adoption with engaging content

Providing learning content is only part of the training equation. Organizations must ensure that employees apply what they learn to their day-to-day work. By designing and delivering engaging training content, employees are more likely to find learning beneficial—rather than burdensome. In fact, a study by CEB found 55% of employees believe learning is hard to consume. We recommend adding media—such as images and video—to break up text, add context to content, and explain something in more detail.   

When Joe accessed training about Lessonly’s integrations, his lessons included text, videos, and images. For example, the lesson about Lessonly for Chrome features screenshots of our Chrome extension and a video of how to discuss it during a demo. These elements are more engaging—and more helpful—than lengthy paragraphs of text.

Tip: Training that doesn’t get completed doesn’t drive results. Look for ways to incorporate interactive and engaging content that also encourages information retention and adoption. Just remember to use content that is relevant to your training’s topic and objectives. 

Knowledge when employees need it

While engaging content increases the likelihood of knowledge retention and application, it’s important to give employees ongoing access to learning materials. On-demand access is extremely beneficial for employees during moments of need—such as answering a question from a customer. From reviewing a specific process to recalling information about a product, on-demand access to learning increases employee performance. In short, it offers employees critical knowledge—right when they need it most.

Joe’s first review of Lessonly’s integrations will not be the last time he accesses that learning content. If he’s on a call or demo where a prospect asks a question about the integration, he can quickly search for the answer in the moment to ensure he correctly answers the question. This equips Joe with the knowledge to confidently stay on task, focus on closing the deal, and deliver more value to prospective customers.

Tip: The average worker spends nearly 20% of their work week looking for internal knowledge. Lessonly for Chrome intelligently serves your team the information they need.

Build a searchable content hub

Just as Google serves up answers instantly, Joe was able to quickly locate relevant content through a simple search. CEB found that the rise of the digital age has transformed employee learning preferences. Now, 57% of employees state that their learning materials are too hard to locate. They prefer to have answers and solutions right at their fingertips. By providing learners with searchable content, their first instinct is to turn to their training program, rather than their colleagues, for answers.

Lessonly’s Learning Library is a single hub for all of our team knowledge. The library, which is topically organized and easily searchable, enables employees like Joe to find and access learning content. This means he spends less time searching for answers and more time calling prospects, scheduling demos, and closing deals. In his downtime, Joe can search the library to learn more about products and processes—enabling him to increasingly do better work.

Tip: Building a searchable content hub promotes self-sufficiency among teams. Instead, of turning to a manager or supervisor with questions, promote this knowledge hub as the go-to source of truth for key information.

Meet learners where they are with Lessonly

Sales and customer service teams across the world use Lessonly to create the most effective learning programs. Meet your employees where they are with engaging and relevant content that answers their questions—so they can spend more time closing more deals and delivering superior support. Take a tour of Lessonly today.

Do Better Work: Build an Effective Training Program

At Lessonly, it’s our mission to help people do better work so they can live better lives. Our Better Work Method (and the accompanying Better Work Assessment) examines the six essential steps of building a high-performing training program. This blog series offers an inside look at each step and how the Lessonly team applies each one to do better work.

Meet Nicole. She works on the Lessonly Services team. Every day, Nicole helps our customers transform their outdated PowerPoint presentations, lengthy documents, and routine emails into streamlined, effective training that enables their teams to do better work.

We know how daunting it can be to transfer endless amounts of information into easy-to-digest training. Here at Lessonly, we have plenty of experience building training content that takes performance to the next level. That’s why one of the six steps of our Better Work Method is Build. Here are three tips that any organization can take to quickly and effortlessly build training content that their employees love.

Want to build training that drives business results? Get started with the Better Work Assessment.

Engage learners with bite-sized content

First and foremost, training should actually help your team do better work. Instead of handing every employee a binder full of information, focus on building a training program that’s engaging and effective. The most practical training programs focus on only the most essential ideas and break-up large pieces of information into smaller, bite-sized chunks of learning. This format results in 50% more engagement as it’s easier for employees to digest, understand, and retain information.

If you ask any Lessonly team member about our training, they’ll tell you it’s simple, easy to understand, and quick to complete. While we have a lot of information to learn, we break it down into manageable portions so it isn’t overwhelming. While every team member receives the same company-wide training, we also receive custom learning paths that are built to help each of us succeed. Job-specific training makes us more engaged in learning, effective at our jobs, and productive in the long-run.

Tip: Documents, emails, and lectures are ineffective learning methods for the modern employee. With Lessonly’s online training software, create streamlined lessons that can be easily completed in 15 minutes.

Create and update high-priority content—often

Training plays a pivotal role in keeping pace with the speed of business. As products, features, and promotions quickly evolve, it’s important to deliver training that supports these changes. The ability to quickly launch content—and change it instantly at scale—maximizes training impact. It’s important to build a training program that promotes rapid content turnaround.

We work hard to launch new Lessonly products and features every month to help our customers do better work. But that means our enablement content must change quickly too. Instead of sending out a mass email to every employee, our product team creates or edits training content that we can review as needed. This makes Lessonly the primary source of truth in our company and keeps us all on the same page.

Tip: Training content needs intentional care. Once you assess and plan your team’s training program, build and launch high-priority content within a month—if not sooner. Then, as your team creates more training, set a cadence for reviewing and updating the lesson or information; We suggest revisiting at least once a quarter.

Collaborate with team members

The best work happens when it’s a team effort—and training is no exception. In order to successfully build an effective training program, it’s important to collaborate with other trainers, managers, and subject matter experts. This process of democratized learning taps into the knowledge and skills a team already possesses in order to develop training materials. The benefits of working with other team members to build content are two-fold. First, content is more likely to be created and updated on a consistent basis. Additionally, this process fosters employee engagement and learning as they play a larger role in the training process.

Our driven and talented team members are the heart of Lessonly—that’s why we promote democratized learning. Recently, our Director of Sales Enablement decided it was time to update existing training content about negotiation. He turned to one of our account executives and subject matter experts, Mike, to update the lesson and share best practices with the rest of the team. We’ve found that this type of team learning makes all of us better and results in better work across the company.

Tip: Be sure to identify and involve key team members before the building process. They may be able to provide key insights and feedback into how your training program could be more effective.

Build a better learning experience with Lessonly

Forward-thinking companies around the world use Lessonly to build effective training programs that ensure tangible business outcomes. Our Better Work Assessment provides the framework needed to capture and distribute the knowledge and skills needed for high performance. Take a tour today.