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Highly effective onboarding for call center agents

Actio re-envisioned the learning experience for a global professional services firm, modernizing and improving an old, outdated, and ineffective onboarding program. The Challenge Outdated training for a critical customer support role created numerous organizational challenges. Here's a snapshot of the ...

Better Onboarding for Retail Banking

[updated from the original publication of May 18, 2020]Driven by new and improving technology, an evolving regulatory landscape, and shifting marketplace conditions, banking - and retail banking in particular - is changing. Let's leave aside all the possible implications and focus on training ...

Blended Learning For Better Results

[updated from the original publication of February 2019}We find the challenge of designing, and engineering, effective blended learning experiences exciting and compelling. Finding the right design is like solving a multi-dimensional puzzle of business goals, organizational realities, performance context, audience needs, and instructional strategies.What is ...

Tips for Successful Training Measurement

Thank you Training Industry for publishing our article "8 Tips for Successful Training Measurement!" We are grateful for the support and for the chance to continue on our journey to elevate learning to help organizations align and unlock employee performance. The ...

Encouraging Business and L&D Partnership

Research continues to show that there is a measurable gap between the business and L&D in alignment around goals and results. While the L&D organization has primary responsibility for alignment, business leaders can help the process so that everyone wins.So, ...

Designing Authentic Practice

A recent article explores how learning outcomes can be improved by understanding cognitive science behind learning. One learning practice in particular is critical to achieving performance outcomes, creating meaningful practice.Meaningful practice involves tasks in the training experience that require retrieval ...

Job Shock – Training Didn’t Work

When employees complete training, head back to the job, and are surprised by the velocity, complexity, or volume of work, they’re experiencing job shock. Job shock results when training lacks real world context or inadvertently misleads them about the work ...

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