Making analytics work for quality improvement? Harder than it looks
'As far as actionable data, it truly does become a workflow issue'
Labels: Dragon NaturallySpeaking
A new whitepaper from language training provider Speexx examining current e-learning and talent management trends offers practical advice for reaping the full benefits of technology.
The Speexx report analyses five core elements: What organisations currently gain from e-learning, the lack of global e-enablement, moving towards the cloud, the mobile and social learning take up and the link between capability development and communication.
Based on findings from the Speexx Exchange 2012-13 Survey, which involved 230 organisations, the whitepaper highlights the trends shaping the implementation of learning technologies in the workplace and the impact they are likely to have on business efficiency, profitability and growth.
According to Speexx, organisations using a cloud-based LMS are paving the way to meet the requirements of the global market in terms of communication, leadership and expansion. Although 80 percent of organisations aim to use cloud-based LMS by 2015, only 18 percent have actually moved towards the cloud so far. Another key finding highlights that, while 63 per cent of organisations already have a BYOD policy in the workplace, less than a third of these actively use mobile technology for learning purposes. This highlights a signficant gap between the opportunities offered by mobile and its actual usage.
Armin Hopp, founder and president of Speexx, said: "The reality is that at this rate, it will not be feasible for the majority who are still operating in local silos to reach their 2015 target in time - some organisations have up to forty different structures within one company.
"The pressure is clearly on businesses to find new and innovative ways to work smarter, upskill staff and gain a competitive edge in the global market. This leads to the ability to instil a coporate culture of open communication and the ability to embrace new technologies."
As children across the country head back to school this week, technology specialist Sabio has called on customer service organisations not to overlook the importance of ongoing education and training across their contact centre operations.
With traditional classroom-based training often getting in the way of contact centre productivity, Sabio believes that self-paced training - delivered via an online Virtual Campus or Computer-Based Training (CBT) - can provide the best practice skills contact centre staff need to succeed.
To address this, Sabio Training's Online Course Finder now offers a portfolio of dedicated contact centre training courses. It features almost 200 specialist courses ranging across key technologies - from Avaya, Verint, VMware and Sabio's own solutions - to core customer service and team leadership skills for agents and supervisors. Sabio also offers specific training for different customer service centre functions, from agents and operators to supervisors, administrators, installation specialists, support staff and technology experts.
"With today's increased focus on delivering a high quality customer experience across different channels, it's essential for organisations to make it as easy as possible for customer service staff to perform to the highest levels," said Dan Christmas, Sabio's head of training.
"Research shows that effective training improves retention, increases staff engagement and can lead directly to improved performance. However, traditional classroom-based training methods can often be unsuitable for co-ordinated and cost-effective contact centre education.
"Over the last three months particularly, we've seen a growing requirement for self-paced training, with customer service organisations recognising that it's sometimes not practical to train all staff at the same time whenever they introduce new technology into the contact centre."
He added: "Classroom training can help during the early phases of a technology's deployment, but all too often we see in-house skills diminish as key staff leave or new initiatives take precedence. By offering site-specific CBT or Virtual Campus training, we can provide organisations with flexible training programmes that provide exactly the level of role-specific skills needed to support both technology and soft skills across the whole solutions lifecycle."