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How Toyota Leveraged Six Technology and Process Keys to Improve Call Center KPIs

Guest Blogger, Chris Johnson, Senior Curriculum Developer & Designer, Toyota Financial Services

It was decided Toyota Financial Services was migrating all their staff to a new customer relationship management platform.

The goal? Dramatically improve the customer’s experience when interacting with Toyota Financial Services (TFS). The approach: create an innovative, effective blended learning program for all existing call-center staff, completely revamp the onboarding program in a way that would directly improve key performance indicators (KPIs) and create training for a system and workflow that could change daily.

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What’s Your Training Worth? Demonstrate ROI by Tracking KPIs

By Hannah Hunter, Instructional Writer 

Let’s say you’ve created a training program to teach restaurant employees about proper handwashing techniques. How will you know if your program is successful?
You could ask learners if they are washing their hands more now that they’ve taken the training, but they might not be completely honest. You could test learners on their knowledge of handwashing techniques, but a perfect score simply means that a learner understands a concept, not that they are practicing it.

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E-Learning Measurement: Creating an eCycle of Continuous Improvement

By Guest Blogger, Will Thalheimer, PhD/ @willworklearn

When we build e-learning, our goal is to help our learners learn and perform better. But what about us as e-learning professionals, shouldn’t we be learning too? Shouldn’t we learn how to perform better in our roles as creators of learning? We should. Obviously! But we don’t! Hardly any of us utilize e-learning’s inherent capabilities to give ourselves feedback on the success/failure of our e-learning.

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