Articles

Leading the Way Magazine - May 2008

The Future of Learning in Business

Workforce learning is at a turning point.  Generational changes require new approaches to methods of learning and smarter ways to capture years of experience. For more information on Leading the Way magazine visit the Australian Institute of Office Professionals. 

 Australian Anthill Magazine - April/May 2008

Teaching New Dogs Old Tricks

As Baby Boomers retire, a new generation will need to pick up the slack. But how can you transfer 40 years of experience?

Executive Briefing, Issue 5, callcentres.net - June 2007

Waiting for the Great Leap?

Customer Relationship Management software has long been touted as an ideal solution for the contact centre. But some commentators now believe CRM has had its day and must give way to other applications that offer agents assistance to help customers, not process to drive sales.

Panviva, Inc. - February 19, 2007
Alternative Training:  Electronic Performance Support Systems in the Modern Training Mix 

Businesses are looking for new ways to manage modern learning requirements and ‘electronic performance support’, a new knowledge management concept, is providing many businesses with the ‘roadmap’ they need to navigate through unfamiliar learning territory

Panviva, Inc. - November 28, 2006
Enterprise IT Consolidation Made Easier with Employee Performance Support 

With application consolidation, enterprises must address a number of critical issues: user acceptance of change, application adoption, and compliance requirements. Performance support tools can address these issues both before change– through incorporation in training – and after, through self-service support.

Panviva, Inc. - July 10, 2006
The Truth About Agent Performance in Contact Centers - How to Improve Performance
Customer service agents need to appear as though they’re experts. This can be accomplished cost-effectively, and with less training, through better on-the-job support, such as a performance support system, that delivers just the information agents need to know, when they need to know it.

Panviva, Inc. - June 02, 2006
Performance Support - The Missing Link in Performance Optimization
The most common elements of contact center optimization solutions are workforce management, quality monitoring, coaching and eLearning. But is this enough to ensure agents are able to perform at an optimal level in the shortest time possible?  Probably not, as a simple analogy will show.

The Canberra Times - February 20, 2006
The On Demand Learning Answer
In addition to limited resources, today’s public sector organisation encounters many challenges supporting its workforce. Employees are called upon to be more self-reliant while performing better.

Contact Center World.com. - January 25, 2006
New ‘Performance Support’ Technology Gains Early Glory with UK Organisations
Performance Support approaches learning in an entirely different way from anything we’ve seen before. It could be associated with e-learning as it is driven by technology, educates large numbers of employees, simplifies the mass training process and can reduce training budgets, but there the similarities end.