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Training magazine taps 2012 Training Top 125 winners and Top 10 Hall of Famers to provide their learning and development best practices in each issue. Here, we look at strategies for communication/customer service, employee retention, and sales training. COMMUNICATION/CUSTOMER SERVICE By Jon Kaplan, Director, Training Center of Excellence, Discover Financial Services

By Greg Greunke, VP, Client Services & Operations, ThinkSmart Just before leaving the Walt Disney museum I caught this quote from Bill Anderson about perhaps the most innovative man who ever lived. “Nothing was too precious for Walt to change, even his own ideas.”

By Jennifer Lawrence, Founder, Cambridge Corporate Training

By K.C. Blonski, Senior Director, Travel, Leisure, and Retail Markets, AchieveGlobal Despite a still-sputtering economy, consumer confidence continues to grow as retailers up the ante when it comes to delivering customer service. With the holiday season in full swing, and retail success dependent on exceptional service, retailers cannot rely solely on holiday decorations and seasonal promotions to drive traffic and ultimately brand loyalty. They must focus on owning the customer experience.

By Ray Davis, Corporate Enterprise Training Activity Resource Systems (CeTARS) Program Manager, Commander, Navy Installations Command

Editor’s Note: The best model for any designer or developer is the one that works well for a particular organization—a model that consistently produces effective learning outcomes on time and on budget. Here,Michael Allen outlines four necessary criteria for the ideal process model, each of which are met byhis Successive Approximation Model (SAM) as an alternative to the ADDIE instructional design model. By Michael W. Allen

By Ron Ricci and Carl Wiese Collaboration technology has maximum impact when it addresses your top business priorities. Here are eight of the most common areas where collaboration solutions—such as video and Web conferencing, customer care, social software, unified communications, messaging, and mobile applications—are delivering results. 1. Enable Virtual Teams

By Margery Weinstein

Training magazine taps 2012 Training Top 125 winners and Top 10 Hall of Famers to provide their learning and development best practices in each issue. Here, we look at strategies to foster technology innovation and implementation and onboarding. TECHNOLOGY INNOVATION By Lou Tedrick, SVP-Workforce Development, Verizon A chef eats the food she prepares. A mechanic fixes his own car. An accountant balances her own checkbook. And at Verizon, employees use the technology they sell.

An actor, a cell phone, and a solid storyline lead to an engaging onsite, in-person simulation to improve customer service.