Learning & Development

“Own You!”– DIY Learning is Missing Link in Employee Empowerment & Continuous Skill-Building

Contact center employees both onsite and @home are begging us to give them tools to better perform the jobs we hired them to do. This is what you need to give them...
Learning & Development

Workforce Optimization: A Systems Thinking Activity - ICMI Feature Contributor Article

With all this WFO, why aren't we perfect? I sum it up by saying that Workforce Optimization (WFO) is about...
Learning & Development

3 Ways To Drive Effortless Employee Learning Experiences - ICMI Featured Contributor Article

Are you providing your workers an effortless learning experience? Or are they exhausting all of their energy before they can even access the right resources? ICMI Featured Contributor article.

Learning & Development

Data Visualization and Engagement: Do Metrics Motivate? - ICMI Feature Contributor Article

Everyone likes access to data about their performance! But does that drive engagement and effort? ICMI Featured Contributor Article. 
Learning & Development

How Technology & Customer Experience Have Changed the Employee Learning Landscape - Call Center Weekly Featured Article

Contact centers have worked hard to keep up with the pace of change in infrastructure, platforms, processes, and consumer demands - and frontline service representatives have been working hard too, but it's a daunting endeavor for even the most motivated of people!
Learning & Development

Coaching as Critical Reinforcement to Self-Directed Learning

The potential for modifying behavior and affecting performance and engagement through coaching is most significant and successful when it is relevant to, and therefore reinforces, formal and informal learning.