business alignment

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Actio re-envisioned the learning experience for a global professional services firm, modernizing and improving an old, outdated, and ineffective onboarding program. The Challenge Outdated training for a critical customer support role created numerous organizational challenges.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

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 ...

Concierge Call Center Agents Who Advocate for At-Risk Customers

Actio re-envisioned the new hire training experience for Concierge Service Agents just in time for an upcoming hiring surge. The Challenge The customer advocate team for a client in the global professional services industry was poised to double in size: ...

Establish Clear Expectations for Learning and Development

Expectations are like looking through the windshield and measurements are like looking in the rearview mirror. Establishing clear expectations makes calculating ROI much easier in a few ways. When the destination is clearly defined, it’s easier to determine what to ...

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, ...

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 ...

Tips for Your Training Intake Process

If your L&D organization is like most, requests for training arrive in the inbox all the time. The volume, the variation in type and quality, and the myriad ways the requests arrive can make each day a challenge.Making a few ...

Employee Development Needs Structure

Successful companies are proactive about employee development.  And to ensure alignment with and benefit for the business, they account for the entirety of the knowledge, skills, and contexts facing their employees – in short, they know job performance is paramount. ...

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