Training courses have been corporate learning’s go-to for decades. But in my opinion, eight times out of 10, the learner shouldn’t even be at that course. Why? Because it won’t improve performance. In ...

According to a recent study, only 27% of organizations have a measurement strategy in place to determine the success of their training efforts. Does this percentage surprise anyone? As a vendor hired ...

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Taking the agents’ point of view, working at a contact center for a Business Process Outsourcer (BPO) is hard. Although calls are monitored, not all are. Only a small percentage is actually recorded ...