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Learning and Development

  • Engaging and Motivating Adult English Learners
    Engaging and Motivating Adult English Learners Amber Goodall, ESOL Coordinator, & Jerry Perkins, Lead ESOL Instructor, at South Piedmont Community College Recorded: Jun 21 2018 58 mins
    Adult English Learners (EL) make up 40 percent of the U.S. adult education population, and this group is projected to keep growing. These learners—many with limited English proficiency—must speak with confidence at work and beyond. Accelerating English learning for adults boosts their chances of securing better jobs, integrating into their communities, and improving their lives.

    Targeted courses and job-training programs show promising results in preparing adult ELs for the workforce. But there may not be enough of these programs to support the expanding need. Technology may be the best solution for reaching more learners, improving retention rates, and increasing success.

    Join us for the webinar, “Engaging and Motivating Adult English Learners,” on June 21, 2018, at 3 p.m. EST. During this one-hour session, Amber Goodall, ESOL Coordinator, and Jerry Perkins, Lead ESOL Instructor, from South Piedmont Community College in North Carolina, will share how the school’s adult education program increased engagement, motivation, and access outside of the classroom. They will alsol offer tips for supporting adult EL needs and measuring the impact and value of adult education programs.

    Join us on June 21, 2018, at 3 p.m. EST and learn:
    • Why it’s important to provide language learning opportunities for adults
    • How to create an ideal adult learning environment
    • How to keep adult learners engaged and motivated

    Register today!
  • Engaging People Multi-rater Assessment
    Engaging People Multi-rater Assessment Christian Nielson and Justin Warner Recorded: Jun 21 2018 33 mins
    Get to know the new Engaging People Multi-rater Assessment recently released by DecisionWise. See how leaders are measured on core engagement competencies.
  • How to Empower Agents to Deliver an Effortless Customer Experience
    How to Empower Agents to Deliver an Effortless Customer Experience Fancy Mills, Annette Miesbach, Erica Marios (moderator) Recorded: Jun 20 2018 62 mins
    Are your agents empowered to deliver outstanding service, or are they forced to navigate disjointed tools, and bound by policies or KPIs that ultimately result in frustrated customers? Agent empowerment is a critical component of the effortless customer experience, yet according to ICMI research, 74% of contact centers admit they prevent their agents from providing the best service possible. How can we change this? Join us on June 20th for an eye-opening discussion that will arm you with practical advice you can use to make positive changes in your contact center.

    * Why agent empowerment is prerequisite for a seamless omnichannel customer experience
    * Where to look for disconnects between the service contact centers provide, and the service customers expect
    * How to recognize and remove common barriers preventing agent empowerment

    Join us for an interactive and informative hour, complete with live audience Q&A.
  • Learning Together: Motion Infographics
    Learning Together: Motion Infographics Barry Saiff, Saiff Solutions Recorded: Jun 20 2018 53 mins
    In 2018, the pace of life and business is quick. Attention spans are short. Technical communicators need to catch up. Long text passages, with occasional graphics, don't always reach a large part of our audiences.

    How can we create snappy visuals that enable people to learn what they need to learn quickly and painlessly?

    How do we simplify complex concepts, with far less words, and content that is truly engaging?

    Motion infographics combine the best elements of minimalism, instructional design, and information architecture to produce content that people love.

    Join The Content Wrangler and Saiff Solutions for a discussion about infographics and their usefulness. We'll examine some examples of effective motion infographics, and hear from the creator of one of them.

    By attending this webinar, you'll learn:

    • What is so great about motion infographics?
    • What does it take to produce effective, engaging visual content?
    • What are the challenges?
    • How do I get started?
  • Career Development Live Q&A
    Career Development Live Q&A Teresa Robertson & Colette Reilly Recorded: Jun 19 2018 58 mins
    Create a career that works for you by bringing your questions to this interactive session with two highly experienced career coaches.

    Submit your questions during the live webcast and/or prior to the Career Development Live Q&A; email comms@charteredbanker.com

    Teresa and Colette look forward to receiving and answering your questions.
  • Create your own Anti-harassment Programs that Work
    Create your own Anti-harassment Programs that Work Lori Kleiman Recorded: Jun 15 2018 21 mins
    What they don’t know WILL hurt them! Creating programs for Anti-harassment that work

    You don’t want to be the next company on the evening news! But if employees don’t know the basics of identifying and reporting harassment how can we expect them to follow your procedures.

    We will cover the basics you need to include in Anti-harassment and discrimination training, how to engage your audience and the legal compliance pieces that cover the responsibility your business has. If you are working in a company that expects you to be responsible for this with little or no budget for external training – this is the program for you!

    You will learn:
    ·What are the key components of a training program
    ·How to align your message with your culture
    ·Engage employees to participate
    ·Covering legal obligations
  • The Truth About Electric School Buses in California
    The Truth About Electric School Buses in California A-Z Bus Sales, ADOMANI & Blue Bird Recorded: May 31 2018 64 mins
    A-Z Bus Sales, ADOMANI, and Blue Bird present a webinar answering your questions on electric school buses in California. Learn more about available electric technology, infrastructure concerns, necessary training, funding opportunities and real-world experiences with developing an electric school bus fleet—all tailored specifically to applications in the Golden State.
  • Social Sell Yourself: Leveraging LinkedIn to Build a Thought Leader Brand
    Social Sell Yourself: Leveraging LinkedIn to Build a Thought Leader Brand Amanda Healy, Senior Marketing Manager, TIBCO Recorded: May 30 2018 62 mins
    Do you have a LinkedIn profile simply because you feel you ought to? Or, have you been meaning to set one up, but don’t know where to start? Chances are, even more advanced users of LinkedIn are not maximizing the platform to its fullest. With careful curation, it can be one of the most powerful tools in your arsenal, enabling new opportunities, driving new business and partnerships, and giving you the power to position yourself as a thought leader in your space. In this workshop, LinkedIn novices and vets alike will learn quick wins and ninja tricks to get LinkedIn to do the heavy lifting. Hear how to increase your profile strength, strategically grow your network, boost your search value, and much more. Discover how investing less than an hour per week can pay big dividends in achieving your personal and professional aspirations.

    About the presenter:
    Amanda Healy is an award-winning marketing demand generation leader, national speaker and keynote, and social media advocate. She currently works as a Senior Marketing Manager at TIBCO Software, driving global campaigns for the company’s enterprise integration and cloud solutions. She has trained world-class teams ranging from startups to Fortune 500 companies to leverage social media, and has spoken at industry-leading conferences including the Massachusetts Conference for Women, the Women In Technology International Summit, Microsoft Envision, Social Tools Summit, Watermark’s Lead On Conference for Women, and many more. Profiled by the Washington Post, interviewed by WBZ, lauded as “Social Genius” by the Boston Social Tools Summit, and named to BostonSpeak’s “24 Experts On How to Become a Great Public Speaker” list, Amanda is one to watch.
  • Holy Trifecta of Global Content Success
    Holy Trifecta of Global Content Success Val Swisher Recorded: May 30 2018 52 mins
    Technical communication professionals revolutionized the publishing world with the introduction of structured writing and intelligent content. By adopting innovative methods, approaches, and content standards, we were able to craft and deliver content to multiple channels quickly, often with reduced effort and cost. And, we’re not done yet.

    When technical content is required for global audiences, intelligent content alone is not enough to tackle the obstacles multilingual content introduces. Combining structured intelligent technical content, terminology management, and translation memory together can solve these challenges. We call this the Holy Trifecta of Intelligent Technical Content. When all three of these are leveraged together, we can produce consistent content that is on-brand, on-message, and easy to read in every language.

    In this session, attendees will learn:

    * A clear description of intelligent content, terminology management, and translation memory

    * An understanding of how they are interrelated and why they are important to technical communication projects

    * A game plan for coordinating all three in order to create intelligent content that works, all the time, on any device, in any language
  • Should you Kill the Annual Review?
    Should you Kill the Annual Review? Aaron Adams, Partner - HR Strategy Recorded: May 25 2018 33 mins
    There has been a lot of talk about killing the annual review. Should you really do away with the annual review or should you change it? What are some of the pros and cons of the annual review?

    Join us to learn about when it makes sense to do or not do an annual review.
  • Engagement is a Competency
    Engagement is a Competency Christian Nielson and David Long Recorded: May 24 2018 59 mins
    Engagement is a learned competency. Join with us as we discuss how managers and leaders in your organization can learn to be engaged and engage their team members. Learn specific values that are associated with the engagement competencies and explore DecisionWise's new Engaging Leader Assessment.
  • The Day Before GDPR Enforcement
    The Day Before GDPR Enforcement Lisa Berry-Tayman - Privacy and Information Governance Professional Recorded: May 24 2018 58 mins
    GDPR’s enforcement date begins May 25th – a day after this webinar. Is your organization ready? What if you are just getting budget for GDPR compliance efforts. What if you just learned about the GDPR and your organization is subject to this law. If any of these scenarios apply, this is the webinar for you!

    Lisa Berry-Tayman, a long-time privacy and information governance professional, will discuss:

    • Benefits of being fashionably late to the GDPR party
    • Getting your GDPR efforts back on track (or getting on the track for some folks)
    • Rethinking the timeline and action items (or creating a timeline and action items for some folks)

    Crawl out from underneath your desk, uncurl from the fetal position, and join us for a Executive Women’s Forum webinar on May 24th.
  • The Future of Work and Retail Technology: Are you ready?
    The Future of Work and Retail Technology: Are you ready? BRC & PwC Recorded: May 24 2018 51 mins
    The world is changing. FAST. Technological innovation is re-shaping our retail workforce, perhaps more fundamentally and more rapidly than we could ever have imagined. In this webinar we consider what the future workforce could look like and what retailers might consider to keep pace today and get ahead tomorrow.
  • Ransomware:  The Not So Good, Really Bad and Truly Ugly!
    Ransomware:  The Not So Good, Really Bad and Truly Ugly! Erich Kron CISSP, Security Awareness Advocate Recorded: May 23 2018 54 mins
    Ransomware is spreading at an alarming pace and infecting networks across all industries and company sizes, primarily through phishing attacks. The cyber criminals behind the attacks are furiously innovating and keeping ahead of the defenses. In this session, we will have an interactive discussion related to the latest in ransomware threats and how to best protect your organization and yourself against this growing threat.
    This session will educate attendees about the newest features of ransomware strains designed to evade detection and spread in new and creative ways. It will also discuss recent attacks and how the organizations could have better protected themselves.
    The session will examine:
    •         Current phishing trends
    •         Ransomware and how it is infecting networks
    •         Effective mitigation strategies
    •         Recovering from an attack
  • Align your Stars: Creating Strategic Talent to Support Organizational Goals
    Align your Stars: Creating Strategic Talent to Support Organizational Goals Lori Kleiman, SPHR SHRM-SCP Recorded: May 17 2018 29 mins
    Leadership in human resources requires an understanding of the strategic initiatives and the ability to align organizational talent with success. Planning for the future needs of human capital is a key component to success as an HR executive.

    In this action-packed program, we will look at performance management through the lens of strategy and executive interactions. Attendees will walk away with an understanding of what to look for in a strategic plan, and how to craft performance discussions to ensure only those that are headed in the same direction as leadership are considered top talent.

    We will review an HR Topics proprietary tool that helps organizations evaluate who is really top talent, and what those individuals might need to move to the next level. Finally, we conclude with recommendations of how to incorporate changes to the performance conversation into the organization and impact a culture shift that will drive results.

    Learning Objectives:

    ·Identify the strategic goals and initiatives for your organization
    ·Understand the business metrics that drive success in each organization
    ·Review external opportunities that will create meaningful change for top talent
    ·Create communication tools that will impact C Suite engagement
  • State of Employee Engagement 2018
    State of Employee Engagement 2018 Charles Rogel Recorded: May 17 2018 53 mins
    What are other organizations doing to increase Employee Engagement?
    We collected feedback from over 180 organizations to find answers to these questions and more:

    What are companies doing to increase employee engagement?
    What is the ROI of employee engagement for most companies?
    How do organizations effectively measure employee engagement?
    Is employee engagement really working?
    Which programs are most effective in boosting employee engagement?
    Does employee engagement boost profitability?

    Join us as we reveal the results from this 30-question study.
  • Not Good Enough: The Need for a Patient-Focused Content Strategy
    Not Good Enough: The Need for a Patient-Focused Content Strategy Paul Perrotta and Scott Abel Recorded: May 17 2018 62 mins
    Being a patient in need of life-saving medical treatment can be cripplingly frightening—even the bravest humans often find their nerves of steel are no match for fear of invasive surgery or therapy for serious illnesses like heart disease or cancer. Many patients find themselves trapped on an anxiety-ridden ride made worse by the presence of poorly designed, ambiguous, frustrating and confusing healthcare content. Confusing jargon, misplaced focus, and a lack of empathy are common problems with information provided to patients during their journey toward healthfulness. But it doesn’t have to be that way.

    Join Paul Perrotta for a lively discussion with Scott Abel, The Content Wrangler, about his recent battle with brain cancer. Scott will discuss the content challenges he discovered while attempting to navigate the disorganized, inconsistent, and often less-than-useful healthcare content provided to him by hospitals, doctors, laboratories, transporters, specialists, nurses, medical device companies, technicians, pharmacies, and insurance providers.

    We’ll hear Scott’s first-hand account of his experiences navigating brain surgery and cancer treatments and learn how adopting a patient-focused content strategy may help professional communicators improve healthcare information provided to those who need it. Come prepared to ask questions of Scott.

    One lucky attendee will win a free pass to Information Development World conference, November 27-29, 2018, in Menlo Park, CA. The theme of the conference is “Creating a Modern Online Technical Resource Center.”
  • How to Improve the Future Strategic Status of Your Contact Center
    How to Improve the Future Strategic Status of Your Contact Center Martin Hill-Wilson, Chuck Ingram, Erica Marois (moderator) Recorded: May 16 2018 61 mins
    According to ICMI research, 62% of contact centers believe their organization considers them a cost center. Contact centers have long been misunderstood, plagued by stereotypes, stigmas, and misconceptions. But contact centers of the future are uniquely positioned to fuel growth across the business through product enhancement, customer retention, and employee retention. The strategic contact center of the future won't just focus on people, process, and technology improvements, but products, too. Join us for this webinar to find out how your contact center can use all the customer data at your fingertips to empower smarter business decisions and boost the bottom line.

    In this webinar, you will learn:
    * How to establish processes for capturing, analyzing, sharing and using value-added information across the organization
    * The link between driving strategic value and boosting employee engagement
    * How other contact centers are driving ROI for their business
  • Let's Wrap This Year: Keep Rosetta Stone Alive Over the Summer
    Let's Wrap This Year: Keep Rosetta Stone Alive Over the Summer Melanie Rogers, Lead Trainer at Rosetta Stone Recorded: May 10 2018 49 mins
    You've made it through the year! Our Training Team Lead wants to help you review the past school year and wrap up the year! It's important that learners don't stop learning, so we'll also review some ways to keep Rosetta Stone active over the summer months. Everyone will be ready to start next year and achieve more!
  • Work It: The Secret for Success for Women in Business Today
    Work It: The Secret for Success for Women in Business Today Carrie Kerpen, Founder and CEO, Likeable Media Recorded: May 9 2018 60 mins
    When Carrie Kerpen co-founded Likeable Media in 2007, the social media agency was one of the first of its kind. Six years later, when she stepped up to become CEO, times had changed. The market was crowded, the competition was fierce, and she couldn’t help but compare herself to the heads of other agencies, all of whom were pretty much the same: Loud. Extroverted. Male. In order to reinvent her company to keep up with the changing times and come out on top, Carrie had only one choice: She had to work it.

    What is working it? Working it is about understanding who you are, what you want, and what you bring to the table. Working it means refusing to compare yourself to others and instead focusing on your own unique super-powers. Most important, working it is the key to unlocking the biggest secret for achieving success: There is no one right way. There is only your way.

    Key takeaways include:
    •How to use your gut to make smarter decisions, faster
    •How to tap into your network to help you avoid blind spots
    •How to make your weaknesses work for you, not against you
  • Securing the Human Layer
    Securing the Human Layer Perry Carpenter, Chief Evangelist and Strategy Officer Recorded: May 4 2018 49 mins
    The intersection between technology and human security is a difficult challenge for any organization to tackle, and although detection technologies are advancing, criminals are rapidly evolving their techniques and tactics to even greater levels of sophistication.

    Their attacks are difficult to detect, and even security administrators themselves fall victim.

    Join Perry Carpenter, Chief Evangelist and Strategy Officer at KnowBe4, as he explains the value of better understanding human nature, patterns and success practices when using technology to build a more secure operating environment. Hear practical advice on how to make both security and technology work with (rather than against) human nature to help reduce technology friction and simultaneously raise the security posture and resilience of the organization.

    Topics Perry covers:
    - Looking at the multi-dimensional nature of security
    - Finding relevant intersections between technology and behavior
    - Strategies to make awareness stick
    - Brainstorming activities for planning your custom "Human Firewall"
  • BRC & PwC Webinar: Why is Retail Productivity such a Hot topic?
    BRC & PwC Webinar: Why is Retail Productivity such a Hot topic? Lorna Ward, Retail Partner, PwC & Rachel Lund, Head of Retail Insights & Analytics, BRC Recorded: May 2 2018 37 mins
    Productivity in retail is hot right now, but often thought about with a one dimensional, cost savings lens. In fact, better results tend to be achieved when everyone in the value chain has visibility of problems in order to develop collaborative solutions.

    Join us for this webinar where BRC and PwC experts discuss the topic, share a client case study in detail and answer your questions.
  • How to Extract Content from Outdated Systems
    How to Extract Content from Outdated Systems Stephani Clark Recorded: May 1 2018 60 mins
    Moving from legacy systems to modern technology can be a daunting task. Depending on the number of documents you currently have, just deciding what to move can be difficult.

    Join The Content Wrangler and Stephani Clark of Jorsek LLC to learn how to perform a content audit, develop a conversion plan, and learn about other considerations when transferring content.

    About Stephani Clark

    Stephani Clark is a Customer Success Manager for easyDITA, a DITA Component Content Management System based in Rochester. She works to train and assist users of easyDITA’s software. Stephani also works on easyDITA’s information development team and spends about half her time creating technical documentation for the software.

    Before she worked for easyDITA, Stephani spent over ten years working for her family’s energy efficiency company. During that time, she worked in sales management, operations, and project management. Stephani also developed the company’s training program and served as their National Training Administrator, which brought her to Rochester in 2010 when the company opened an office there.
  • Designing an effective performance support framework
    Designing an effective performance support framework Alexander Knof - Global Solution Owner - SAP Enable Now Recorded: Apr 30 2018 46 mins
    Join us on Monday, April 30 at 2:00 pm to learn more about how to use SAP Enable Now to create a reliable and well-rounded performance support framework. This kind of framework should be designed to increase the productivity of corporate software users by providing the right knowledge or material at the right moment.
    In this free 45-minute webinar, SAP will share experiences and lessons learned to overcome initial hurdles and how to plan and design an effective performance support program – either by using the embedded user assistance of SAP applications like SAP S/4HANA or SAP SuccessFactors or by starting from scratch. Learn how SAP Enable Now helps to create multiple different knowledge assets while keeping the efforts for the production and maintenance as low as possible. For more information, please visit the SAP Enable Now InfoCenter: https://enable-now.sap.com.
  • Décisions RH : comment choisir un bon questionnaire ?
    Décisions RH : comment choisir un bon questionnaire ? Antony Erb Recorded: Apr 27 2018 49 mins
    Introduction aux outils d’aide à la décision en RH

    « Les tests c’est réducteur, ça met dans des cases !
    L’être humain est plus complexe. La science ne peut pas tout mesurer. »

    Avez-vous une voiture ? A-t-elle un contrôle technique à jour ? Avez-vous le permis ? Savez-vous lire l’heure ?
    Voiture, conducteur, routes, code de la route, lecture de l’heure… qu’en est-il des tests et des questionnaires ?

    Voyagez dans le monde de la mesure sans la démesure au cours d’un webinaire où nous vous présenterons le rapport entre tous ces sujets et la psychométrie.
  • Engagement MAGIC-Five Keys to Unlock the Power of Employee Engagement
    Engagement MAGIC-Five Keys to Unlock the Power of Employee Engagement Charles Rogel and Tim Hicks Jun 26 2018 12:00 am UTC 60 mins
    Employee engagement is recognized as a critical driver of business performance yet most people and companies struggle to understand the concept and improve. Most of us want to spend our time doing a job that we love. We want to feel energized and passionate about how we contribute to the organization. We want to have a great day at work where we feel like we accomplished something and grew from the experience. All of these feelings are part of the concept of employee engagement. Yet most of us find it difficult to achieve this level of engagement on a regular basis. How do we make it happen?

    Learn about the five simple keys to unlock the power of employee engagement in yourself and others.
    How engaged are you in your work right now? Do you know what’s missing?

    Employees and leaders intuitively know that when we find a place where we can throw our hearts, spirits, minds, and hearts into our work, we are happier, healthier, and produce better results. Yet, most struggle to understand exactly why we engage in some environments, and don't in others. Magic introduces the five MAGIC keys of employee engagement--Meaning, Autonomy, Growth, Impact, and Connection--and shows how leaders can help employees achieve higher levels of engagement, as well as how employees can be more successful by taking ownership for their own MAGIC.
  • Twelve Ways to Defeat Two-Factor Authentication
    Twelve Ways to Defeat Two-Factor Authentication Roger Grimes, Data-Driven Defense Evangelist Jun 27 2018 7:00 pm UTC 90 mins
    Everyone knows that two-factor authentication (2FA) is more secure than a simple login name and password, but too many people think that 2FA is a perfect, unhackable solution. It isn't!
    Join Roger A. Grimes, KnowBe4's Data-Driven Defense Evangelist, and security expert with over 30-years experience, for this webinar where he will explore 12 ways hackers can and do get around your favorite 2FA solution. 

    The webinar includes a (pre-filmed) hacking demo by KnowBe4's Chief Hacking Officer Kevin Mitnick, and real-life successful examples of every attack type. It will end by telling you how to better defend your 2FA solution so that you get maximum benefit and security.
    You'll learn about the good and bad of 2FA, and become a better computer security defender in the process, including:

    - 12 ways hackers get around two-factor authentication
    - How to defend your two-factor authentication solution
    - The role humans play in a blended-defense strategy
  • Vous avez dit lâcher-prise ?
    Vous avez dit lâcher-prise ? Audrey Costalin Jun 28 2018 8:00 am UTC 45 mins
    « Cesse de vouloir comprendre ou de tout contrôler, cesse d’y réfléchir, cesse de vouloir sauver le monde… Lâche-prise ! », comme s’il suffisait de le dire, pas aussi simple que ça !
    Alors lâchons le lâcher-prise ;-)
    Et si nous accueillions plutôt l’autre tel qu’il est et nous-mêmes tels que nous sommes. En quoi l’indicateur de personnalité MBTI peut nous aider sur ce chemin? Qu’est-ce qui est facile pour certains et plus difficile pour d’autres ? Comment reconnaitre ce à quoi nous nous accrochons ? Sur quoi nous appuyer pour continuer à agir sans nous inquiéter du résultat ?

    Nous aborderons ensemble quelques pistes de réflexion sur ce thème en lien avec le MBTI.
  • The Future of Content: The Content Professional’s Primer to AI & Chatbots
    The Future of Content: The Content Professional’s Primer to AI & Chatbots Val Swisher Jun 28 2018 5:00 pm UTC 60 mins
    Join subject matter expert, Val Swisher, for a highly illuminating and thought-provoking exploration into artificial intelligence (AI) and its potential impact on the future of content.

    In this talk, learn more about:

    * How, at its heart, AI is a sophisticated natural language processor.

    * The synergy between content management/taxonomies and training AI natural linguistic patterning.

    * How content management is critical to AI effectiveness in data mining dark content and determining future applications such as virtual agents and chatbots.
  • How Your School Buses Can Help Stretch Tight Budgets
    How Your School Buses Can Help Stretch Tight Budgets ROUSH CleanTech Jun 28 2018 5:00 pm UTC 60 mins
    This webinar presented by School Transportation News and ROUSH CleanTech will focus on the cost-saving benefits afforded to school bus operations that switch to propane autogas, a clean-operating, domestically produced alternative fuel.
  • How can Admins Support Their Learners?
    How can Admins Support Their Learners? Rosetta Stone Client Services Team Jun 28 2018 7:00 pm UTC 60 mins
    Join us to hear about successful Rosetta Stone programs and how they achieved their goals thanks to high learner engagement. We will talk about what they do to drive learners to the program, keep usage up, and what they’ve learned along the way.
  • How to Harness the Power of Predictive Customer Journey Mapping
    How to Harness the Power of Predictive Customer Journey Mapping Anne Palmerine, Charlie Godfrey, Erica Marois(moderator) Jul 18 2018 6:00 pm UTC 60 mins
    Whether your organization wants to improve customer satisfaction, boost productivity, or increase revenue, the customer journey is at the heart of it all. And with today’s customer expectations on the rise, getting customers to the right agent, at the right time is critical. The problem? Most businesses think they’re doing a better job of meeting customer expectations than they really are. In fact, Genesys research indicates that only 19% of businesses have a dedicated customer experience team to manage the experience.

    Ready to differentiate yourself from the competition? Find out how predictive routing is becoming a fundamental part of delivering the genuinely omnichannel experience that customers now expect.

    In this webinar, you will learn:

    *How to match the right agent with the right customer
    *How to bring sales, service, and marketing together to enhance the customer experience
    *How leading contact centers are leveraging the latest predictive routing technology

    Join us for an interactive and informative hour, complete with live audience Q&A.
  • Creative Interviewing - Thinking beyond the question
    Creative Interviewing - Thinking beyond the question Lori Kleiman Jul 18 2018 7:00 pm UTC 30 mins
    Recruiting has to be more then just filling a vacant position – and retaining top talent is all about making the right selection to begin with. Managers need to look at the scope of the role – and how that may have changed since the last person held the position. What do they really need in the future…and how can succession planning be impacted by hiring just the right person. Candidates look for jobs in a new way, and the tools available to managers to screen candidates should be utilized. Technology can be a huge time saver in communicating with and evaluating candidates. Tools in background evaluation and personality assessment will be reviewed to help managers determine which are appropriate to bring into their recruiting process. We will provide participants with recommendations to determine starting salary and the proper preparation of the offer letter. Finally, our discussion will conclude with the tools to identify top talent and ensure they are aligned with the long-term success of your organization.
    Learning Objectives:
    ·Options for filling the candidate pipeline
    ·Embracing technology while still creating a personal connection
    ·Utilizing pre-employment testing at the right time for the right results
    ·Development in background and credit check compliance
    ·Full cycle recruiting goes beyond the offer letter
  • Driving Meaningful Improvement to Annual Employee Engagement Scores
    Driving Meaningful Improvement to Annual Employee Engagement Scores Dave Husted, Vice President and Julie Mitchell, Director of Enterprise Program Management Office at SCL Health Jul 18 2018 7:30 pm UTC 45 mins
    Join POPin with guests from SCL Health, Dave Husted, Vice President and Julie Mitchell, Director for a special webinar where we’ll hear how they leveraged POPin to drive meaningful improvements to their annual Press Ganey engagement survey scores.

    Our 30-minute webinar will share real tactics for leaders on conducting meaningful conversations with employees not just to diagnose the cause of low engagement scores but ultimately to surface the real opportunities for improvement. Learn how to listen to employees and take action with their feedback to build trust and create buy-in for the actions you implement. Dave and Julie will guide us through their experiences as leaders and POPin creators.
  • Trainer's Corner #5: Advocating for Language Training
    Trainer's Corner #5: Advocating for Language Training Louise Walker Sep 26 2018 7:00 pm UTC 60 mins
    In many organizations, language learning is a "nice to have" perk for employees. However, learning a new language impacts business results, including increasing employee retention, global expansion, and promoting collaboration, diversity & inclusion. Hear from the Return on Language Learning team on the benefits of improving communication in the workplace.
  • Trainer's Corner #6: Proving the value of language learning to leadership
    Trainer's Corner #6: Proving the value of language learning to leadership Louise Walker Oct 23 2018 7:00 pm UTC 60 mins
    Hear from the Rosetta Stone Return on Language Learning team on best practices for proving the value of language learning (and other eLearning programs) to the leadership team.
  • Including Language Learning in your Professional Development Paths
    Including Language Learning in your Professional Development Paths Debra Crockett Nov 13 2018 8:00 pm UTC 60 mins
    Are you tasked with putting together your 2019 professional development plans? We'll discuss how to incorporate language learning as part of your overall learning programs.