Learning is an integral component of human capital management, and a new generation of learning management systems advances learning in organizations around the world. These systems have evolved over the years from a classroom scheduling tool that facilitated instructor-led and classroom training into an array of enterprise applications that deliver and track various types of training. Recently new technologies, such as business analytics, cloud computing, social collaboration, and mobile technology have become part of the learning management process. To assess the impacts of this ongoing shift, Ventana Research is conducting benchmark research on how organizations are implementing and using this new generation of systems.
Topics: Mobile, Social Media, HCM, LMS, Learning Management, Analytics, Business Analytics, Business Collaboration, Business Intelligence, Cloud Computing, Collaboration, Workforce Performance, HR, Training, benchmark research, HR research, mobile learning
Our benchmark research into agent performance management shows that the majority of companies are not very mature in their use of people, processes, information and technology in handling customer interactions. Companies are most mature is their use of information, but even in this area they are hampered by their failure to use the latest technologies available to support their efforts.
Topics: Predictive Analytics, Sales Performance, Social Media, Customer Analytics, NICE Systems, Speech Analytics, Voice of the Customer, VPI, CallCopy, Enkata, Envision, Genesys, in Contact, KnopahSoft, LiveOps, Operational Performance, Business Analytics, Business Performance, Cloud Computing, Customer & Contact Center, Workforce Performance, 360-degree view of the Customer, Agent Performance Management, Call Center, coaching, Compensation Management, Contact Center, Contact Center Analytics, Desktop Analytics, Text Analytics, Agent Analytics, Aspect, OnviSource, Training, Verint, Workforce Force Optimization
I’ve written frequently on issues that confront desktop spreadsheet users, such as business modeling and capital investment, as well as the risk and control issues spreadsheets pose and their contribution to paralysis by analysis. I focus mainly on the technology aspects of organizational challenges, and I usually recommend replacing stand-alone desktop spreadsheets with more appropriate tools. Yet there are many instances where spreadsheets work well, and in other cases people continue to use them when they shouldn’t. For these reasons, executives and managers must pay attention to spreadsheet training. Many people who use spreadsheets have overblown estimations of their own competence, often those who use them all the time and have years of experience. With these and other tools, unless people are tested and trained on a recurring basis, one can never be sure how well they perform. The consequences of poorly trained spreadsheet users can be significant, both in terms of their impact on direct productivity and in relating to the capabilities of the spreadsheet files they construct and the potential for errors in poorly crafted ones.