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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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Why is Good eLearning So Rare?

By Michael Allen, Chairman & CEO, Allen Interactions 

One might ask a broader question, just for perspective: Why is good training so rare? Indeed, all of us have been in programs where we wished the clock on the wall would tick faster. We’ve tried to stay focused. Tried to stay awake. But annoyance and thoughts of how great it will be when the class is over become all we can think about.

So, perhaps elearning doesn’t have a greater share of the boring training market than any other form of instruction. But I can’t take comfort in that.

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You Say Quantitative—I Say Qualitative: Whose Training ROI is This Anyway?

In a previous blog post, Educating and Challenging Stakeholders on Instructional Design Best Practices, I suggested that certain qualities that make an effective salesperson can also help learning strategists and instructional designers influence decision makers to embrace learning and development trends, tools, and best practices. Several of these qualities focused on a learning strategist’s comfort level when discussing the relationship of best practices and the financial implications of learning and development projects.

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5 Common Missteps In Onboarding Programs

by relationship management assistant

First impressions are often the most lastingwhat does your onboarding program say about your organization?

Research has shown that effective onboarding increases employee retention and productivity while ineffective programs waste money and can result in burnout and increased turnover. With 25% of the United States workforce transitioning between jobs every year, creating an engaging and informative new hire orientation should be a key business initiative for employers.

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Four e-Learning Design Practices to Leave Behind

by , vice president - training & marketing | @rhillsites

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Freedom from Wasted Training: The e-Learning Bill of Rights

by Ethan Edwards, chief instructional strategist

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Blended Learning: How to Select the Right Mix of Modalities

by , senior instructional strategist | @LearnerAdvocate

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