Making your training more engaging
 Often I get the feeling that "training" can be delivered by people armed with Powerpoint and a script. Guilty as charged - I've stood up in front of people with the deck and followed the script, conveying everything I need to but maybe failing to get most of it to sink in.
When I came across article on CRM Daily about creating more effective training sessions it struck a chord with me. I particularly like the idea of getting a maths teacher to deliver training to catering employees.
I still find it surprising that companies invest so little in their training and education programmes. I've come across a few too many firms who have "promoted" people who are competent at their jobs into training in the belief they can somehow impart that knowledge (or worse still, shuffled people into coaching roles because they're scared of managing them out of the business). It costs so much to get it wrong - not just having to redo the training itself, but the lost productivity, poor quality, management issues.
Perhaps it is time for a hard look at how effective your learning and development programme is?
Previously on this blog...
the global leader in Contact Center Consolidation 2.0
2.0 has become a meaningless addition to already poor tag lines.
A dozen beautiful images of Saturn
Wired presents a dozen of the best images from the Cassini mission
Setting up shop in a new country: beyond the website
Building a website for multiple languages is not just about translation. It is a critical business decision that has to be taken carefully.
Why call centre staff deserve your respect
If call centre staff set the first impression for your business, why do we treat them so badly?
Becoming a Specialist? A hard decision to make ...
Specialising requires hard strategic decisions to be made about your business.
When good people move on
Losing a member of staff to another company is not necessarily a bad thing
The quest for quality in Agile Software Development
Why quality assurance remains a central part of project management, regardless of the use of Agile methods
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