CMJ Consulting is proposing a customer service training program for America Online (AOL) to address AOL's poor customer service rankings and resulting loss of customers and profits. The training would include an initial needs assessment, a week-long course for 160 customer service representatives and managers, evaluation of the training, and ongoing call monitoring and workshops. The goals are to improve customer retention, reduce wait times, provide empathetic service, and ensure representatives have sufficient knowledge. If successful, the training program could help AOL improve customer satisfaction ratings and increase returns.
Improving Your Business Inc. frequently receives requests from recruiters that have clients in need of E Learning Specialists to support their growing need for web based training modules & management of LMS. If this is your area of expertise consider joining our elite team of consultants.
A large number of queries serviced by telcos are non-transactional in nature. These include queries related to bill summary, balance enquiry, talk-time related queries, etc. Though telcos have predefined options in the IVR (Integrated Voice Response), not all customers are comfortable interacting with the IVR option and prefer speaking with a representative. Hence, telcos are increasingly looking at equipping customers with self-care options.
D Guralnick - Eyes on UX 2009 Presentation on the E-Learning User ExperienceDavid Guralnick
Here's the abstract from my conference session:
E-learning in the business world has the potential to be extremely effective and enjoyable, though that potential often goes unrealized. In this session, we will discuss learning-by-doing, scenario-based methods to create learning experiences that teach skills that will apply on-the-job and provide an enjoyable (and sometimes emotionally-moving) experience for the learner. I will show examples of e-learning experiences that have been considered successful, and discuss the design process used to create these experiences. Contrasts will be drawn between various online pedagogical methods which involve applications of educational theory and research to practical training problems in business.
Improving Your Business Inc. frequently receives requests from recruiters that have clients in need of E Learning Specialists to support their growing need for web based training modules & management of LMS. If this is your area of expertise consider joining our elite team of consultants.
A large number of queries serviced by telcos are non-transactional in nature. These include queries related to bill summary, balance enquiry, talk-time related queries, etc. Though telcos have predefined options in the IVR (Integrated Voice Response), not all customers are comfortable interacting with the IVR option and prefer speaking with a representative. Hence, telcos are increasingly looking at equipping customers with self-care options.
D Guralnick - Eyes on UX 2009 Presentation on the E-Learning User ExperienceDavid Guralnick
Here's the abstract from my conference session:
E-learning in the business world has the potential to be extremely effective and enjoyable, though that potential often goes unrealized. In this session, we will discuss learning-by-doing, scenario-based methods to create learning experiences that teach skills that will apply on-the-job and provide an enjoyable (and sometimes emotionally-moving) experience for the learner. I will show examples of e-learning experiences that have been considered successful, and discuss the design process used to create these experiences. Contrasts will be drawn between various online pedagogical methods which involve applications of educational theory and research to practical training problems in business.
Learnfact is a Technology training development organisation helping meeting the industry skill demands. We cater to Corporate, Public and fresher audience.
Training & competence assessments and adaptive learningTalenTeam
With these slides you will learn about how to utilise enhanced exam functionality to create Training and Competence assessments for your business and Compliance organisations and the concept of Adaptive Learning supported in SAP SF LMS.
Office Administration Provides an Essential Role to any Businessjasonw93
Office administration is essential in keeping any office organized and to ensure that executives are where they need to be, when they need to be there. Office administrators must be highly organized and be able to multitask.
Plancess is founded by IITians to offer affordable and best in class edusolutions for comprehensive preparation of boards and engineering entrance examinations in India. Innovation is still on to enable a student grab knowledge from different platforms.
Learnfact is a Technology training development organisation helping meeting the industry skill demands. We cater to Corporate, Public and fresher audience.
Training & competence assessments and adaptive learningTalenTeam
With these slides you will learn about how to utilise enhanced exam functionality to create Training and Competence assessments for your business and Compliance organisations and the concept of Adaptive Learning supported in SAP SF LMS.
Office Administration Provides an Essential Role to any Businessjasonw93
Office administration is essential in keeping any office organized and to ensure that executives are where they need to be, when they need to be there. Office administrators must be highly organized and be able to multitask.
Plancess is founded by IITians to offer affordable and best in class edusolutions for comprehensive preparation of boards and engineering entrance examinations in India. Innovation is still on to enable a student grab knowledge from different platforms.
Retooling your workforce for the 21st centur decoding hc trends for 2013 & be...Marvin Dejean
What is the one ingredient required to unleash business innovation in a 21st century global environment? If you answered a knowledge-based, strategically focused, and globally capable workforce, then you are one of the few companies that have begun to tap into this growing paradigm shift.
In the coming years, the role of HR will shift radically from one focused merely on locally grown talent retention and acquisition to a function more suited in helping organizations manage complex business issues in a radically fast paced globally hyper-mobile environment.
Issues such as “People Risk Analysis”, “Predictive Analytics” and “Transformational Leadership” are placing the HR professional square and center at the heart of the enterprise and responsible for its ultimate success. People will be at the heart of a globally focused marketplace, and HR will be the only mitigating factor between an innovative workforce and an organization that misses the mark.
The Future of Strategy:Building the 21st Century Intelligent OrganizationMarvin Dejean
The path to building the 21st century intelligent organization is well under way. Companies must learn to leverage the new drivers of success: Technology, Innovation, People & Platforms (TIP2) in new ways to help create agility, nimbleness and success in a globally connected economy.
The Future of Strategy:Building the 21st Century Intelligent OrganizationMarvin Dejean
The road to building a 21st Century intelligent organization has begun. The future of strategy is one of trajectories with multiple paths for competitive advantage. Businesses of the future must learn to adapt to this new and emerging landscape by leveraging the new drivers of success: Technology, Innovation, People & Platforms (TIP2). Get ready to build the Intelligent Organization.
Click to edit summaryI can efficiently work under pressure and depend on assigned task with minimum supervision. I am willing to be trained or assigned anywhere and to work on extended hours. Proficiently equipped with knowledge summarized below, any team workers who can deal with people can handle work related challenges and can easily adapt to changes.
As various organizations of different sizes have started absorbing more of training – classroom, online or a blend of both, the employee’s path of progression gets clearer and clearer and when he/she see the interest the organization has vested in their growth, there comes a sense of motivation, a sense of involvement, a sense of participation and the willingness to stay and perform and grow. At the end of the day, when the organization invests in building a workforce for the future, every bit they invest into their employee will pay off both in the financial sense as well as in employee engagement.
Everything you ever wanted to know about the Certified Meeting Professional (CMP) designation is covered in this session: its history, its structure and organization, and how the test is drafted. Included will be tips on the application process, studying, and how to survive test day.
Profesionalism in efficient customer serviceTimothy Wooi
Course Objectives:
To be exposed to the importance of Professionalism for excellent customer service in the digital era.
To benchmark excellent professional customer service attitude as the foundation of an excellent customer service strategy making lasting first impression to significantly impact business success.
To understand the definition and the importance of customer service quality, strategies and skills and to apply them in providing an excellent customer service with professionalism.
To understand the Principles of an efficient customer service skills with 21 examples to develop from.
Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.
2. Agenda Overview Needs Assessment Training Training Course Training Evaluation Timeline Project Costs Responsibilities Overall Gains & Benefits
3. Overview CMJ Consulting Founded 2000 Located in Chicago, IL Specializes in Training and Development Customer Service Training Clients include: Google Yahoo Apple
4. Overview America Online (AOL) Global internet services and media company Online software Dial-up internet service Separated from Time Warner in 2009 Headquarters is located in New York, N.Y. Ranked #1 for Poor Customer Service 2008, 2009, and 2010 Resulted in Profit losses
6. Overview Why is AOL Ranked #1 for Poor Customer Service? Lost more than 9 million customers between 2002 through 2006 Customers spend extended periods of time with automated services Customers are NOT allowed to cancel their service AOL is tricking customers into buying products
9. Needs Assessment Conducted through: Interviews with SME’s Questionnaires Observations
10. Training Goals Customer retention Customers spend less time waiting and listening to automated services Provide empathetic customer service Knowledgeable representatives
11. Training Objective: Use customer service competencies and align them with the brand and mission of AOL. Currently does not connect and has resulted in loss of customers, profit, and complaints
14. Training Course Day 1: Initial Training Visit Presentation of CSR Training Process to engage and yield executive buy-in Answer any preliminary questions regarding the training competencies, processes, and administration
15. Training Course Days 2-9: Customer Service Training Course Consists of two separate two hour sessions Consist of 160 CSRs and 8 managers 20 CSRs and 2 managers per day Week 1: Call Monitoring System Week 2: Bi-annual workshops Continuous observations of the CSRs during both weeks
16. Training Course Call Monitoring System Consists of random phone screening for each CSR Screen 10 to 15 calls per employee during each performance appraisal Customer Service Workshops Consists of bi-annual meetings that will review the customer service competencies and future concerns
17. Training Course Day 10: Training Evaluation AOL and CMJ Consulting will evaluate the effectiveness of the CSR Training. Impact Clarification Questions Return three months after Training Evaluation Average call length Number of complaints Employee reaction Customer retention Return on Investment
18. Training Course Evaluation Kirkpatrick’s Four Levels of Evaluation Evaluate the Training Program on April 11th through April 13th
20. Project Costs * The total cost per trainee is $122.62 ** There are 168 total trainees
21. Responsibilities CMJ Consulting One Trainer Conduct each CSR Training Course Two Consultants Work in conjunction with the managers to create and design the call monitoring system and bi-annual workshops Work with the Executives during the initial presentation and final evaluation Assist the Trainer throughout the Training process
22. Responsibilities AOL Must provide Executive support to yield the most organization-wide buy-in Must provide adequate facilities for the training program Requirements: Common meeting room that holds 25 individuals equipped with an overhead projector, tables, chairs, and phones Must provide CSRs and managers flexibility in regards to regular scheduled work hours Must continue with the bi-annual workshops, call monitoring system, and developmental assignments