Define. Design. Deliver.: Virtual learning strategies for a post-COVID world

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White papers - May 24, 2021

The dispersed Customer Care workforce is not going away.  While CX organizations have worked around the basic technical challenges, learning and development, agent engagement, and performance management are still major issues.  In this interactive paper we will go deep on how to bring your Virtual Learning program into the future to reduce costs, grow customers, and drive revenue. Here you will learn how to:

  • Define – Grow revenue. Reduce costs. Retain customers.  Great Virtual Learning starts with definition and prioritization of business goals.
  • Design – Curriculum connects objectives to behaviors.  Uncover the critical elements of every engagement to deliver the desired result.
  • Deliver – Using the right people, processes, and technology to deliver curriculum and then responsively measuring and curating courses to drives success
  • Deploy – Identify the virtual learning technologies and infrastructure needed to deliver.

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