This whitepaper discusses a new training method that holds great promise for reducing learning time, increasing transfer of skills to the job, and eliminating mistakes: Confidence-Based LearningT (CBL), featuring patented learning methodology from industry leader, Knowledge Factor. What is CBL? How does it work? What are the fundamental elements that make up a Confidence-Based Learning program? This paper concentrates on CBL's history and methods.
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This paper discusses Confidence-Based Learning (CBL), an education methodology that encourages students to learn and correct their knowledge within a supportive learning environment, and how this revolutionary training approach dramatically improves the transfer of learning into job performance. While CBL discourages guesswork, it challenges adults to take responsibility for their learning and to stay with the process until they have reached a level of desired mastery. Additionally, the paper compares CBA over "old school" testing, gives examples of CBL programs in practice and explains how CBL adds value to the bottom line.
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This paper discusses the marked differences between the knowledge, skills, and abilities (KSAs) of the current technician and those needed by the employee who supports the all digital network. Additionally, the paper outlines the two major drivers behind the KSAs discrepancy. Finally, it presents steps that industry leaders can take to prepare a workforce to handle the challenges of the all digital network and ensure that current technicians remain relevant in the future.
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This white paper discusses the three components determining contact center profitability as well as the related roles that marketing and the contact center play. Additionally, it outlines four simple principles that marketing and contact center personnel should apply to help make tactical decisions. By following these guidelines, both teams will jointly make better decisions regarding customers and thereby drive profitability.
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This paper discusses what a learning culture is, why it is essential in today's broadband service environment, how it has succeeded in other companies, how it is set up, and how its effectiveness can be assessed and improved.
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This paper outlines the impact of turnover on customer satisfaction and retention. Examining the critical role of the call center supervisor, it discusses specific practices to employ and avoid in order to reduce call center agent turnover.
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