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December 17, 2012
How Progressive Insurance Helps Home-Based Agents Learn

As of July 2011, Progressive Insurance had 500 reps working from home. The effort required significant collaboration between leadership, Human Resources, workforce management, information technology, and training. As a result of the training, Progressive’s customer retention measure was higher four out of the first six months in 2011.

By Margery Weinstein

During 2008, The Progressive Group of Insurance Companies Contact Centers conducted a pilot to determine the impact of allowing contact center representatives to work from home. Based on the success of this pilot, additional participants were added. As of July 2011, the company had 500 reps working from home. The effort required significant collaboration between leadership, Human Resources, workforce management, information technology, and training.

August 10, 2012
Losing It in One Easy Presentation

Author Bill Lane has seen only a few a careers destroyed at senior management levels by awful presentation skills. But he has seen more careers destroyed, or set back, as a consequence of one poorly prepared, rambling, artless, and useless presentation. Find out what NOT to do when it comes to presentations.

By Bill Lane

I have seen only a few a careers destroyed at senior management levels by awful presentation skills. But I have seen more careers destroyed, or set back, as a consequence of one poorly prepared, rambling, artless, and useless presentation.

Here’s how to do it—how to “Lose It” in one business presentation:

July 18, 2012
I Want to Work There!

Can training help organizations foster engagement?  We looked at the 2012 Fortune 100 Best Companies to Work For list (produced by Great Place to Work Institute) to find leaders in employee engagement and cross-checked it with our 2012 Training Top 125 and Training Top 10 Hall of Fame lists, which boast leaders in training. Some 19 companies appear on both lists; here are 12 of their stories, plus tips you can apply in your own organization.

By Lorri Freifeld

“TGIM” (Thank God, It’s Monday) is phrase rarely heard from employees. But most organizations wish it were. Research continues to show that engaged employees are productive employees. And productive employees mean a bigger bottom line.

July 12, 2012
Educating a Better Customer

In the hospitality industry, the more time and patience you invest in your guests and the more you “educate” them on “how things work,” the more they can become the “dream guest.” You are the hospitality associate who took the time to make their life on the road easier. This will result in not only higher, customer-service satisfaction scores, but will build loyalty because you made it all about them.

By Norma Jarman, Training Account Manager, Signature Worldwide

A customer may not know about the skills needed to succeed…but they know what does not work. How can we condition a customer to stay at our hotel property repeatedly?

For us Road Warriors, that time of year when our patience will be pushed to its limit is quickly coming upon us—the summer travel season!

May 29, 2012
Training magazine Events: The 3 New R’s

Get ready for a wild ride in Chicago October 24-25 as we tackle the learning frontiers of Robots, Relationships, and Reach at Learning 3.0.

By Tony O’Driscoll, Executive Director, Center for Technology, Entertainment, and Media (CTEM), Duke University’s Fuqua School of Business

On February 16, 2011, a computer named Watson beat Ken Jennings, the all-time money winner and record holder for the longest winning streak on game show Jeopardy!

On February 1, 2012, Facebook, having crossed a threshold of more than 800 million users, filed for an IPO that has been projected to put a $75 billion to $100 billion valuation on the company that was founded less than 10 years ago.

April 11, 2012
Make “Value-Added” Really Valuable

The majority of salespeople make routine sales visits without thinking, “How am I going to earn their business?” and “How can I make my selling proposition so compelling that no one else will stand a chance?” That’s why it’s critical to focus on adding value to your repertoire, along with providing education for your clients. Focusing on these two areas will bring in huge increments of revenues.

By Bill Blades, CMC, CPS

Smart salespeople can earn more clients in five months by being interested in the success and happiness of others than in five years of getting clients interested in them. Yet, the majority of salespeople make routine sales visits without thinking, “How am I going to earn their business?” and “How can I make my selling proposition so compelling that no one else will stand a chance?”

July 10, 2002
Seeing Is Believing: AVerMedia AVerVision300

(Review of AVerMedia AVerVision300 document camera. Part 2 of 10-part document camera round-up.)

(Review of AVerMedia AVerVision300 document camera. Part 2 of 10-part document camera round-up.)

September 1, 2001
Who makes it

Array Microsystems

Array Microsystems