Employee benefits and perks have reached a new level thanks to workplaces like Google, Facebook, and other software giants. In a world where some employees are treated to gym memberships, massage therapy, and chef-prepared lunches, what do employees really value from their employers? If recent research from Fractl is to be believed, workplace flexibility is
Training is a critical part of making your employees better. We’ve created a complete training calendar template to ensure that your customer service training is consistent year round.
Every week I stay at different hotels around the world as I travel for my speaking engagements. And, every morning I get up in these hotels and take a shower. I reach in to turn the knob for the water, which is usually a few feet below the showerhead. I turn the knob to what
Today’s fast-moving job market doesn’t bode well for companies with high employee turnover. Studies show that losing an employee can cost up to 21% of their annual pay, while other research suggests that properly investing in a salesperson can net over $1 million in revenue over their lifetime at a company. With numbers like those,
Andy Kofoid’s first experience with major sales team growth was at MatrixOne, a Boston-based product management company that was eventually acquired by Dassault Systemes. Over the course of eight years (which included stints as a regional director, head of European sales, and VP of U.S. Sales), Andy went from managing about 20 people to ultimately
Learning content is most effective when teams can easily access that knowledge in their moments of need. We believe such access is core to the success of modern companies, and we’ve designed Lessonly accordingly. For example, the way your Learners browse can impact the learning content they see, and when they see it. Access also
Even though we learn to converse at an early age, sharing information, interests, insights, successes, and failures with others every day, there is always room for improving communication skills. Veteran writer and radio host Celeste Headlee discussed continuous communication improvement in her 2015 TED Talk. And her 10 tips for better conversations are very applicable
Last week was a bad week for the airlines. The United Airlines customer service debacle hurt all airlines, not just the United brand. It’s not uncommon for flights to be overbooked, delayed and canceled. Passengers get angry. Airline personnel get angry. “Travel hassle” can be very stressful on everybody. I love it when I take
Last week’s blog teed up the importance of properly preparing customer support teams for peak season. This week’s post looks closely two topics that are valuable year-round but are especially mission-critical when quickly ramping up new employees for high-volume seasons: How to best onboard agents quickly and effectively How to best measure frontline reps When
