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By John Buelow, Executive Vice President, Shapiro Negotiations Institute

By Dana Brownlee, President, Professionalism Matters, Inc.

By David Grebow, Principal Learning Analyst, Brandon Hall Group The eTextbook, a digital and greatly enhanced version of the print textbook, is in the process of transforming how we learn. The evolution has been fast, and the pace of change promises to increase even faster through the increased use of RFL (Reading for Learning) apps. These appsenable learning, make eTextbooks “smarter,” and give rise to Content as a Service (CaaS), according to new research by Brandon Hall Group.

By Grant Soosalu and Marvin Oka

By Jason L. James, Jr.

By Amanda Herder, Account Manager, Signature Worldwide Complaints happen every day. When a customer complains, it is usually for a good reason or genuine concern. They usually have made a purchase that did not meet their expectation—a product, service, or maybe a combination of the two. In the customer service industry, we cannot avoid complaints. We must take care of the customer by listening to the complaint, and resolving it, to ensure a happy customer.

By Paul Glover It’s not surprising that being a leader today requires different skills than in the past. The workplace has undergone tremendous changes, including increased global competition, a seismic shift in technology that resulted in a knowledge economy, and an employee population more diverse than ever before.

By Gary White, CEO, White Springs The increasing use of technology in business is forcing trainers not only to use it, but to manage it. The next logical step for trainers, to maintain a competitive edge, is to take advantage of the benefits technology has to offer. Yes, it is disruptive, but how can the training industry use this to its advantage? What can you do to ensure that the impact technology has on your organization’s bottom line is a positive one?

By Matt Norman, President, Dale Carnegie Training in the North Central U.S. As a professional trainer, I am all too familiar with a common pattern that creates an obstacle to learning and change: Companies train employees on new skills or behaviors. Employees intellectually grasp the new concepts presented during training. They make initial efforts to incorporate the new ideas into their work, but the new practices seem awkward. It takes extra effort to use them. Eventually, they fall back into their old, comfortable habits.

BySusan Vitale, CMO, iCIMS