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Required Reading

The Successful Virtual Classroom: How to Design and Facilitate Interactive and Engaging Live Online Learning By Darlene Christopher

Virtual training gives learning professionals unprecedented flexibility, making it possible to reach participants globally and unite physically dispersed teams. But designers and facilitators must adapt their programs and delivery styles in order to be effective in this new medium. "The Successful Virtual Classroom" goes beyond introducing the technology, to offer trainers proven techniques tailored specifically to engage live online audiences.

Packed with easy-to-use tools, checklists, and worksheets--as well as case studies from Oracle, UPS, and more--the book introduces the PREP model for planning, rehearsing, executing, and then conducting a postmortem following the training event




[More About This Book]   Sep-23-2014

 

A World Gone Social: How Companies Must Adapt to Survive Ted Coine and Mark Babbitt

What does the Social Age mean for your business? Containing stories, analysis of real-world scenarios, and indispensable guidance, A World Gone Social gives you the tools and information you need to survive--and thrive--in a business climate in which customers hold all the cards... jobseekers have the power to easily find out what working at your company isreally like... and expertise has become more democratic than ever as employees collaborate with each other, as well as with vendors, customers, and even competitors.

You'll discover what the "Death of Large" and "Flat: The New Black" mean for you and your organization, how to build a socially enabled team that puts the customer experience first, and what it means to create an "OPEN" network of partners, collaborators, and brand champions.
[More About This Book]   Sep-08-2014

 

Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service By John A. Goodman

Customer Experience 3.0 provides firsthand guidance on what works, what doesn't - and the revenue and word-of-mouth payoff of getting it right. The book contains an innovative customer-experience framework and step-by-step roadmap, showing readers how to: design and deliver flawless services and products while setting honest customer expectations; create and implement an effective customer access strategy; capture and leverage the voice of the customer to set priorities and improve products, services and marketing; and use CRM systems, cutting-edge metrics, and other tools to deliver customer satisfaction. Great companies provide seamless experiences, seeming to know what customers want before they know it themselves ...while others set up fancy Facebook pages and then drop the ball. This groundbreaking guide reveals how to delight customers using the best tools available.
[More About This Book]   Aug-03-2014

 

Redefining Operational Excellence: New Strategies for Maximizing Performance and Profits Across the Organization By Andrew Miller

Operational excellence is a mindset, and it achieves breakthrough results. It requires a company culture that questions current models and focuses on adding value, making improvements, and increasing speed. Operational excellence is about finding money and performance boosts in areas businesses don't normally look.

Redefining Operational Excellence covers it all - processes, people, and operations - and shares specific strategies to: drive innovation and collaboration; engage customers; attract and retain top people; align strategy and execution; optimize speed; and more. Operational excellence is the relentless pursuit of doing things better.

[More About This Book]   Jul-07-2014

 

Training That Delivers Results: Instructional Design That Aligns with Business Goals By Dick Handshaw

Training That Delivers Results offers a far better way to educate employees, one that connects learning solutions with strategic business goals. Rather than being told what to teach, proactive designers collect data to define problems and develop training interventions.

Readers will learn how to:

-- Analyze performance gaps
-- Create targeted performance objectives and connect them with the right measurement tools
-- Determine the best instructional strategy and the appropriate media
-- Build consensus with project blueprint meetings
-- Evaluate the effectiveness of training and use the data to continually improve.


[More About This Book]   Jun-13-2014

 

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