Online Articles

Equipping Contact Center Agents to Deliver Personal Service

By Matt McConnell, President and CEO,  Knowlagent “Wow! That automated attendant really delivered great service!” In an age of automation, how often do you hear a customer enthusiastically share a positive experience with a self-service or instant-service communication channel?

Training Professionals Tour Navy’s Only Boot Camp

By Scott A. Thornbloom, Naval Service Training Command Public Affairs GREAT LAKES, IL (NNS) -- Training professionals from companies across the United States toured the Navy’s only boot camp to observe how civilians are trained to become Sailors at Recruit Training Command (RTC).

It Is Impossible Not to Make Connections

By Michael Michalko

Learning to Control the Sky

By Tony Gagliardo and the Air Traffic Control Optimum Training Solution Team

A Lesson in Employee Engagement: Reestablish Trust

By Rick Garlick, Ph.D., Senior Director,Strategic Consulting and Implementation,Maritz Hospitality Research Group

Simplifying Back-End Training Management

By Bob Lee, Senior Product Marketing Manager, Learning Solutions, Citrix Online April Showers, located in Twin Falls, ID, is a home-based business founded in 2008 by April Durham, a successful graphic designer. April Showers provides blog and Website design services and also offers a variety of training workshops for those who want to learn how to design their own blogs or start a professional blog design business. The company has a staff of six.

8 Tips to Fill Your Training Room

By Brad Karsh, President, JB Training Solutions As an HR professional, you are thrilled to organize compelling training programs for your employees, but how do you guarantee high attendance and participation? No matter how great the program is on paper, if attendance is low, then the impact is lost. So what can you do? Fortunately, there are a few simple and (mostly) free techniques for filling your training room every time:

Leadership Funnels at Cerner

By Margery Weinstein Critical to Cerner Corporation’s success, the company says, is the way it creates a culture of leadership and builds a company of leaders. To ensure Cerner generates a pool of talented leaders, the company designed a framework to define its overall strategy for leadership development. Its goal in creating this model is to empower organizations across Cerner to systematically identify and grow prospective leaders. Additionally, Cerner aims to decrease turnover and increase its internal promotions vs. external hire ratio.

The Leadership Imperative: Mission Success

By Tom Rieger, Senior Practice Expert, Gallup There are no fearless leaders, but there are courageous ones. Everyone has fears they need to face. The key is to learn to overcome those fears. Mark Twain said, “Courage is resistance to fear, mastery of fear—not absence of fear.” To create a fearless company, leaders must master fear—their own and others’. They have to have the courage to fix what’s wrong.

Are You Dumb Enough to Be Creative?

By David Intrator, President, The Creative Organization In my seminars and workshops on creativity, I spend a lot of time emphasizing the value of being an idiot. Because in the all-important opening phase of the creative process, which I call “making a mess,” stupidity is your greatest asset. This is not the time for clarity, precision, or cleverness. Rather it’s the time for sloppiness, incoherence, and the mindless generation of stuff.

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