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Blog: Learning and Knowledge

Recent Posts

Robotic Process Automation Unlocks Human Interactions

Employers can’t afford to be complacent when it comes to retaining great employees. However, certain jobs, especially routine-based jobs with few growth opportunities, have notoriously high...

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How VR and AR Will Reshape Employee Training

It’s time to let Walter go. You look at his list of transgressions next to your coffee, your coworkers chatter nearby, and keyboard clicks trickle in the background. You two talk—it...

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Forget Knowledge is Power; the Right Knowledge Is Even More Powerful

For decades we have been told that knowledge is power. This still holds true, with the caveat that it must be the “correct” or “right” knowledge. At a time when there&rsquo...

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It’s Valentine’s Day…. Do Your Customers Love You?

Chocolate-covered strawberries, bouquets of red roses, and heart-adorned greeting cards are vying for our attention every time we switch on the television, flick through a magazine, or walk past a...

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Work ‘Besties’ Are Smart Business

Workplaces should be solely designed for completing assignments and work-related conversations, right? Before answering, consider these findings: A Relationships @Work study by LinkedIn ...

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Using Scripts to Get the Right Take on Your Customer Experience

There’s a constant effort to provide customers with the “best” experience. But what is the best experience? Even with a journey map in hand, there’s an inevitable push and...

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Raise the CX Bar with Associates for All Seasons

Open enrollment is a critical part of health insurance support. It’s the time when member interactions spike and when expert associates are needed to sign up new members and get them up to...

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'No Ledge' To Stand On: 4 Ways to Balance Knowledge Management without Falling over the Edge!

Knowledge management is experiencing a transition – and it is all about balance. The traditional knowledge infrastructure that pushed content from technical writers and legal approvers to...

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Modern Day Hansels and Gretels and the Quest for Superior Customer Experiences

Companies have poured millions of dollars into developing mobile apps to create memorable customer experiences that engage and retain customers. Is it working? The answer is, it depends.Today,...

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Experiential Training Transforms the Training Landscape

Even in the digital age, human interactions remain a critical part of customer satisfaction. Knowledgeable and experienced associates play a vital role in helping customers and driving loyalty. But...

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