Employee Performance in Contact Centers: Real-Time Learning & Data
Featuring Lamont Exeter, Vice President and Partner, Global Innovation, TTEC
February 20, 2018 at 2pm EST
Join us for a look into how Contact Centers can improve employee performance using personalized and real-time data.
During this session, we’ll cover:
- How real-time learning is replacing traditional training programs
- Why professionals need to change to meet the demand of customer service
- How personalized data can shape coaching moments
Making a Difference With Learning: How to Show Impact
Featuring Scott Weersing, Director of Analytics at GP Strategies
January 16, 2018 at 2pm EST
Do you wish you could show the impact of learning programs? Do you wish you could be strategic with your learning efforts? Too often we don’t take the time to think about why we are developing and delivering training. In this session Scott Weersing will share ways to measure the impact of learning programs. He will share ways to overcome barriers to measurement such when you don’t have a good partnership with the business and do not have business metrics. He will talk about which learning programs we should evaluate and which ones are just “check the box” training. And he will share the importance of having a measurement plan that will let you know when to measure and when not to.
In-Aisle Learning at Home Depot
See Home Depot’s Pocket Guide Live:
Featuring Brandon Carson, Director of Learning at Home Depot, Ricardo Mejia, Learning Technology Director at Home Depot, and Jordan Fladell, CEO at mLevel.
Unlike previous disruptions, mobile devices have spread quickly and transformed our society quicker than any other technology. Increasingly workers must learn new skills, innovate and create quicker, and increase their performance while absorbing rapid change in how they communicate and collaborate to get their work done. To accelerate our associates’ product knowledge, Home Depot is moving training to the floor.
In this case study of a pilot program, we will present Home Depot’s mobile “in-aisle” learning app and discuss the challenges and opportunities we’ve discovered on our journey to present on-demand learning in the aisle!
View the entire recording here and also enjoy a snippet of Home Depot’s learning app in action.
Micro-Learning and Gamification - a Winning Combination
Featuring industry-leader and gamification expert, Karl Kapp
Are you interested in learning more about micro-learning, gamification, and new technologies in the L&D industries?
Listen in as Karl Kapp explains the research behind the use of micro-learning and gamification in corporate and higher education settings.
Plus, enjoy an exclusive look at how mLevel leverages micro-learning and gamification using the latest in neuroscience research.