Francine Haliva

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Performance Support...why isn't everyone using it?

Ironically, the learning professional's favorite new learning solution is less about learning.  While traditional training methods focus on workers learning new skills, Performance Support is much more about getting the job done by making work easier, less error-prone, more efficient, and of higher quality.  The outcomes of which directly impact not only L&D, but also many other departments in the organization such as business operations, sales, and customer service. 

This begs the question: If performance support benefits so many different areas of the organization…why isn’t every company using it?

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Topics: Learning & Development, employee performance, Sales Operations

How to Kick-Start Performance Support and Other Hot Topics

Last week, we had the pleasure of attending the eLearning Guild's first annual FocusOn Learning Conference in Austin, Texas.  It was a great event and we enjoyed sitting in on a number of thought-provoking, highly informative sessions led by some of the industry's most celebrated leaders, as well as presenting some amazing sessions of our own (a warm thank you to everyone that attended!). 

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Topics: Employee training, Learning & Development, employee performance

Better Together: Performance Support and Mobile Devices

Just-in-time just got better than ever! With an increasing number of employees using their mobile devices on the job, it seems only natural to leverage the potential of mobile delivery for performance support.  Therefore, we are very excited to announce that Leo Performance Support now features an Export to Mobile function that gives your employees instant access to your training and support content - at any time, on any mobile device, anywhere in the world.

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Topics: Employee training

Is Onboarding Dead?

The complex process of hiring, welcoming, orienting and educating a new employee is collectively referred to as ‘Onboarding’ and it's considered to be vital to the success of a new hire. At Kryon Systems we tend to agree and even wrote a whole eBook on the five steps to a successful onboarding process.  So why pose the question, "Is onboarding DEAD?"

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Topics: Employee training, Onboarding

Are You Ready to FocusOn Performance Support?

The time to FocusOn performance support has arrived! Join us at the eLearning Guild's FocusOn Learning Conference and Expo, June 8-10, in Austin, TX.  This inaugural year of FocusOn Learning explores three topics that today’s learning professionals need to understand and incorporate into their work: Performance Support, mobile, and video.  FocusOn Performance explores the latest and greatest performance support strategies, practices, and technologies that are transforming how organizations approach supporting their workforces.  

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Topics: Learning & Development

3 Ways to Win the eCommerce Customer Service Battle

Now, more than ever, online retailers need a knight in shining armor in the call center. Online shoppers expect competitive prices, easy payment options, quick delivery and free returns, but the real differentiator is customer service. So much so, that a whopping 91 percent leave following a poor customer service experience and 89 percent will run straight into the arms of your competitors. 

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Topics: Contact Centers, customer service, retail, online retail, ecommerce

A Practical Guide to Hiring and Training Your Seasonal Agents

Winter, spring, summer or fall
All you have to do is call
And I'll be there, yeah, yeah, yeah.

Whether it's October-December, February-March, or April-July, for many companies seasonal spikes drive a lot of business and are a welcomed opportunity for increasing sales. However, seasonal peaks can also present a huge challenge when it comes to balancing agent workloads.  To handle these spikes, you’ve probably needed to hire seasonal agents to supplement your regular contact center teams.

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Topics: Employee training, Contact Centers, Onboarding

3 Proven Strategies to Drive Sales in Insurance Contact Centers

The customer experience has become an increasingly important competitive differentiator for insurance companies. As the contact center is the primary point of contact for many customers, it plays a key role in defining the customer's relationship with your brand that inevitably impacts the profitability of the organization. A study by the CFI Group showed that nearly 61% of insurance customers who have had a bad contact center experience will consider switching companies, and 26% said they will definitely switch companies because of a bad contact center experience.

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Topics: Contact Centers, Sales performance, insurance

How to Provide Excellent Customer Service in Insurance Contact Centers

"I've been in a car accident."

"My home was destroyed in a fire."

"We've been robbed."

Insurance contact center representatives do more than just provide support – helping people deal with complex and oftentimes emotional situations.  Today's customers also expect quick, efficient, and knowledgeable service; they want answers to their questions on the first call, and their fingers are always only one click away from your competitor's website.  In response, insurers are looking to their CSRs to offer exceptional customer service that differentiates their business and demonstrates values to drive profitability.

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3 Tips for Recruiting and Retaining Top Insurance Industry Talent

People don't exactly think of insurance as the most glamorous industry to work in. They tend to associate a job in insurance with their uncle Irving; who is boring, bespectacled and about a hundred years old.  So it doesn't come as any great surprise that the biggest trend influencing hiring and employment in the insurance industry is the generational shift that is taking place as so many current employees are rapidly reaching retirement age. 

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Topics: Employee training, Learning & Development, insurance

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