Read this case study for 7 takeaways from this award-winning intervention for transforming customer service training at Transport for London.
Towards Maturity and the CIPD have recently launched a new report L&D Evolving Roles: Enhancing Skills that considers the future direction of L&D and the skills that they need to get there.
Modernising learning means that we need to focus on learning outcomes, rather than inputs. It involves adapting to new ways of business, incorporating new ideas and methods and building on new opportunities offered by technology.
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Award winner BT Retail uses short video content to ensure e-learning improves customer service and saves millions of pounds in costs!
Earlier this year, Brightwave hosted a debate at Learning Technologies called Heads in the Cloud, which explored how learning content strategies need to evolve in the workplace to meet current performance demands. Here we explore some of the debate findings and what it means for the way organisations support the end customer.
Discover what it takes to combine e-learning and management in order to increase business responsiveness. Article written by Kelly Thomas, Global Head of Sales & Service Learning at Thomson Reuters, who has had first-hand knowledge of implementing elearning solutions.
A new study to help compare and improve how you use learning technologies to drive better relationships with customers
Compare and improve how you use learning technologies to drive better relationships with customers
Are you responsible for introducing customer service training in your organsiation? Find out more about our specific research looking at innovative learning innovation for successful Customer Strategies.
Driving Results with Learning Technologies in the Automotive Sector is a fascinating report commissioned by Toyota Europe to understand how 15 of the top automotive manufacturers in Europe are adopting new approaches to learning.
In June 2008, the Royal College of Nursing (RCN) launched their ‘Dignity: at the heart of everything we do’ campaign because in the nursing profession, ‘Dignity’ is at the heart of everything they do and is clearly a vital component of nursing care.
Over the past five years, Sky, in partnership with Brightwave has created an enduring and transformative e-learning culture, which begins for new staff at the induction process.
2078 delegates from 92 countries convened at this year’s ONLINE EDUCA BERLIN, the largest global e-learning conference. The event has been running for 15 years now but this year it seemed to have a different buzz about it – perhaps it was the fact that we were all in Berlin 20 years after the wall came down – it certainly felt significant.
Winner of the ‘e-learning internal project team of the year’ award at the e-learning Awards 2008, and also winning the silver award at the Institute of IT Training Awards for Internal Training Project of the Year, this case story clearly demonstrates the impact that a newly formed team had on delivering e-learning throughout the AXA Group by demonstrating a clear understanding of users, how to secure their engagement and retain their attention.
This fascinating case study provides insight on a shared transformation plan between Johnson Controls (JCI) and Barclays Bank using QuickWins from Relay Consultants that has transformed Customer Service and driven innovation through a unique Change Management process.
“The Missing Stock Mysteries” With over 84,000 co-workers in 44 countries and more than 200 stores worldwide, being able to meet their customers expectation that the product they want ‘is always available’ is a major challenge for IKEA, the world’s leading home furnishings retailer.
BUPA needed to train users in 300 locations across the UK to use an employee and resident information system; traditionally done in a central training location.
UKI Partnerships, part of RBS Insurance is an extraordinary business. From its inception in 2000, it has grown rapidly to become one of the country’s leading general insurance and motoring assistance partnership providers, serving millions of customers in partnership with brand leaders across all the major sectors.
The Priory Group and their partner Information Transfer were the winners of the ‘Widening participation in e-learning’ e-learning award (Nov 2006) and the winners of ‘elearning project of the Year’ from the Institute of IT training (Feb 2007).
Following the introduction of the National Certificate for Licences, this innovative programme, using the el-box tablet PC developed by Creative Learning Media for Brewers Fayre pubs in the Whitbread Group, reflects a high level of audience sensitivity with 86% out of 9,600 staff now preferring this method of learning.
Whilst we completed this study in 2006, I have still not seen very many programmes that compare with the Frontline blended learning approach which includes in the innovative use of mixed media in a learning programme specifically designed to address behavioural change. Many say that online media are just not suitable for encouraging new attitudes and behaviours but this study proves them wrong!