Performance Support: It’s All About the Bottom Line

Conference Archive

Performance Support Symposium 2015 - June 10, 2015

Francine Haliva

Head of Marketing
Kryon Systems

Mark McCarthy

Director, Sales Competency & Training
Deluxe Corporation

Employee errors are no joke! Simple mistakes can affect customer satisfaction while refunds or returns affect the bottom line. While changing human behavior to reduce common mistakes in the work process is the ideal, sometimes you simply can’t. When faced with this challenge, Deluxe Corp. looked to performance support for an answer.

In this case-study session you will explore how Deluxe Corp. implemented performance support within the sales process to facilitate order processing. You will discover how this approach led to first-day representatives with “less to do, and less to remember” while at the same time improving accuracy, handling times, productivity, time to competency, customer experience, and of course, sales! You will leave this session with an increased awareness of the business value of performance support and how it can help organizations better achieve their goals.

In this session, you will learn:

  • How learning and development teams can be true business partners
  • How performance support can deliver business results
  • Lessons from a real-life example of the positive effect of performance support on a sales organization
  • How to build the business case for performance support

Novice and intermediate managers, project managers, and VPs.

Technology discussed in this session:
Leo Performance Support platform.


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