Author: creativ technologies

19 Apr 2021
self service

Are self-service platforms helping companies?

Companies have started adopting self-service models due to a lack of employees. But this is leading to a lot of problems for the customers. The customers are not able to cope up with it. It can also have a lot of repercussions for the business when customers lose their trust in the brand due to bad business service. These are the following reasons why this is happening:

Salesforce can also help in offering such information to customers.

Customers love using self-service because they dont not want to waste time with a chatbot waiting for answers.

Self-service not only is used for customers but it is used for employees as well. On a self-service platform, a customer can see any information which is of use to him. This information can be in the form of videos, knowledge-based articles. Similarly, information can be used to help employees also. They can also be given information on newly implemented HR policies and even documents training them about information technology processes.

Poor structure

The customers find the self-service platforms to be quite complex. There can be many tabs on such platforms. Also, there is a lot of lack of information on such platforms which makes customers get annoyed.

No attention paid to self-service platforms

There is also no attention given to such platforms. Such self-service platforms won’t indeed run on their own once started. Similar to any other website, there also needs to be an analysis of self-service platforms to make sure better results are yielded. Such platforms should not contain any obsolete documents that act to be nonsense because they are no longer valid. There should be the use of machine learning to make sure that the problem-resolution times are low. An example of machine learning is the use of chatbots.

Not receiving any feedback

Another reason for the failure of customer service platforms is that companies don’t consider any feedback. This can be complex. As the platform has come into effect, companies must regularly take feedback from customers. It’s not enough to take feedback when the self-service platform has been implemented. The preferences of customers change over time and hence it is mandatory to change the platform as well.

Customers forced to choose the wrong alternative

Sometimes, customers don’t want to use the self-service platform. Neither they want to take help from chatbots. They want help from a live agent. It’s because their problem is extraordinary. When the customers have to use the platform in that situation they get infuriated.

Putting the burden on customers

Customers can also get frustrated when they have to provide information about themselves and their problems repeatedly on such a platform. Instead, they should be given login details so that their information is stored every time they access the platform. Every time a caller asks them about the same problem, customers get irritated.

With a login, the customers can also be shown data that is important to them.

So, this is how by solving these issues companies can improve their self-service platforms.

 

19 Apr 2021
training

How to make sure training achieves business objectives?

Training is an important part of companies these days.

But the line managers don’t pay much attention to them. They think training is a waste of time. Training managers have to rush to the line manager’s office to convince them about the benefits of training. But, training managers should also pay how training is going to satisfy business results. They should not design a training course without thinking about its alignment with business objectives.

Apart from useless training not yielding results, there can also be other problems such as lack of capabilities of the training manager.

Syncing training with changes in performance

There is a proper sequence that needs to be followed for getting the optimum results from training. The first of them is that the training managers should realize what does an organization seeks from training. This could be in the form of better sales and reduced time is taken in doing the work. So, these objectives should be translated into how employees’ performance needs to improve for achieving these objectives. This is how performance goals can be bought in sync with business objectives.

Purpose of content

There are many times when an SME provides a lot of content to the learners. Going through the course becomes a headache for the audience. So, how should companies select the content which is relevant for the audience? It’s better to make sure that the content is as per the performance objectives of the company. This is how, when you know the performance objectives, you get to know how to set up the content for elearning.

How to choose the instructional designing method?

It’s also important to focus on the method of instructional designing. It’s because it depends on the basic factors of the target audience, the business objectives and the topic of elearning. So how you teach something depends on what is its objective. The assessments also depend on such learning.

Choice of the authoring tool

There are many ways in which an authoring tool can be chosen. The most important of them is that the different tools have different advantages and drawbacks. If you have different tools, however, then a lot of problems can be caused when elearning is done on a large scale. You will be confused about which tool to use. The choice of the authoring tool depends on where your instructional designers and SME’s are located. It’s because if they are located at different places, then a collaborative authoring tool is needed so that they can work together.

Translating the elearning course

Elearning translations did not happen sometime back. But now they are a reality. The customers convert courses into different languages depending on their need. However, when you want to translate an elearning course, you can’t think about it after developing a course. You have to think about it before you start preparing for the course.

A course will be designed in a way that it can prepare for future translation requirements. That’s because, when you are developing the course, you have to think about the video, audio and the instructional strategy right away at the start. What authoring tool you choose also depends on the translation requirements of the course.

This is how a lot of work can be avoided if the translation is planned from the very beginning.

 

19 Apr 2021
actionable insight

How should businesses analyze data to get useful conclusions?

Businesses are using data these days to a large extent. But it is also important that apart from data collection, businesses focus on analyzing that data also. Companies are getting more data than the previous periods, thanks to the developments in IT. But the businesses don’t know how to use that data. For this, a business needs to develop an actionable insight. But what is it?

Actionable insights are processes that are developed after data analysis. So, actionable insights are insights on which action can be taken. The purpose of data analysis is to derive some conclusion or actionable insight based on which a business can take a strategic decision. For example, what are the actionable insights behind observing the behaviour of customers? It’s because the data collected can be used to improve sales. It’s because when customers report that they don’t like a product feature anymore and need a new feature in it, that data forces a business to make product changes. Social media also allows businesses to get some useful data from which actionable insights can be derived.

Actionable insights are no longer a freedom of choice for a business. Such conclusions are necessary for becoming more competitive in the market.

Getting actionable insights from data has become even easier with the advent of analytics platforms. These platforms use machine learning to analyse data.

The jobs of humans in this case is only to act on the actionable insight.

Whether they abide by it or deny it, it is upto them.

Problems with analyzing data

Analytics must be able to use both structured and unstructured data to deliver results.

Analyzing structured data can be however pretty useful. This data has been produced by human beings through calls and entered into data entry forms embedded in computer software. So, this data is entered into a database with fields and can be easily analyzed by a machine learning algorithm.

Using unstructured data is quite a challenge. It’s because this data can consist of calls, social media comments. So, this data first need to be converted into structured data and stored in a database. This is a huge problem because a majority of the data is in this format. A business intelligence platform can be used to create actionable insights from this data. Such a platform must be used which can collect data from different sources.

How to get actionable insight from the data?

Before you decide to derive actionable insight, it’s important to formulate certain questions to which you need answers. Also, deriving a conclusion from a dataset might not be right if that was not its scope.

Data collection methods have problems. For example, there can be log files indicating that customers spent the most time on a feature in a website. But this might be not due to the popularity of the feature but its inability to be used.

Once you have understood the scope of the data, the next part is to prepare a hypothesis and test it through the data. This is where the questions business has constructed before analyzing data can come to use. If any of the hypothesis tests true, then that can be actionable insight derived through the data.

 

15 Apr 2021
human resources

What changes has Covid-19 brought to the workforce?

These are times of great distress. With Covid-19 having affected the whole world, companies are coping with critical situations. The employers have implemented a hybrid workforce. In the case of a hybrid workforce, employees can be working from different locations such as offices and homes. The choice of the work location depends on the employees as they can choose one most comfortable with their style of working.

Still, the employees have the freedom of working from home, which leads to lower stress for them. They also don’t have to travel much leading to a less hectic work routine. With lesser travel, they can include time for other activities like child care, exercise etc.
But the difference between working from home and a hybrid workforce is that all the employees might not be working from home. Some of them are working from offices also. Apart from that, some employees work from home sometimes and then they visit the office on some days.

So, with a hybrid workforce, companies have opted for safer work practices. But this means employees will have to learn how to cope up with the latest digital trend so that they can communicate online. This is the job of employers to update their employees with the most modern communication technology. The companies will have to take care of employees making sure that the employees are engaged in IT training. There is a lot of work for the HR professionals because of the lack of hiring in 2020 and the exact opposite will happen in 2021. Also, there should be a proper workplace design for them for employees.

Businesses have now started hiring through social media also apart from job portals. Now, interviews are getting conducted through Google Zoom, Google Meet, Skype etc. It was a complete change for businesses that employees had to be allowed to work from home. Apart from that, companies also had to make sure that business trips were cancelled because of this pandemic. Companies started using digital communication tools to talk to clients worldwide. So, companies have to choose HRM software in the current scenario. They were using such software earlier also but now it requires some changes. What are they?

How should a company choose HRM software?
The companies should look at how much human resources they require.

It’s not like that due to Covid-19, the work in the world has stopped. There is still demand for work and therefore companies must invest in a new workforce to meet this demand.
Size of workforce
There are many suppliers of HRM software in the market. But the small suppliers don’t need to be as not as good as the larger ones. An HRM software is based on how many people are working in the company. For example, small companies don’t need the software meant for larger companies because they don’t have such a large workforce.

Similarly, in large organisations where 20,000 employees are working, software meant to handle 2000 employees might not be useful. The processing speed of the software matters in the case of larger organizations because they frequently have to check the data of the entire workforce. If such organizations start using smaller software, this would imply that the supplier would have to enhance the support offered to its large scale vendors.

New practices after Covid-19
The companies also need to inform employees about the new digital practices through the HRM software. Since they are working from home and using their private networks to access the corporate network, they must be using two-factor authentication. This means after logging on to the network, they are given a one-time password on their mobile phones, so anyone can’t access the corporate network even though he/she has the credential details. The resources about maintaining cybersecurity have to be updated regularly on the HRM software.
This is how a company should choose an HRM software by keeping in mind the scale of its workforce.

15 Apr 2021
outsourcing

How to manage your outsourcing system in the pandemic?

Covid-19 has brought new changes into the world. The companies have started focusing on a digital model of doing business. It means they have a website and are reaching out to customers through e-mailers and digital marketing campaigns. Employees are allowed to work from homes in this new pandemic era. 

The pandemic has made sure that companies outsource most of their work. It is because they can’t afford to hire the employees due to the lockdown regulations imposed by the pandemic. 

Although outsourcing work was a problem when the suppliers in developing countries had internet issues, all the companies consented to the suppliers cooperating with them. The suppliers also provided relief from payments to their clients. This is because clients in the retail sector lost a lot of business. So, new contracts were signed between the suppliers and their outsourcing clients. 

There are some steps that the companies can take to make sure that they have no problems in handling their outsourcing issues:
Strong strength:

If a company loses its global network of suppliers, which happened in 2020 because people could not work due to internet issues, it is better to have in-house teams to cope up with such problems.

The resilience must be there in companies to handle outsourcing problems.

The best way is to have suppliers located in different parts of the world so that the chain of work does not get affected if the suppliers cant work in a certain part of the world due to lockdown.

Agendas for transformation:

Digital transformation has become a mainstay for companies due to pandemic. However, it’s important to choose the projects for investment because otherwise, they will lose in times of falling demand. Hence it’s better to team up with those suppliers who can fulfil the project goals of a company.

Focus on in house talents too:

Companies also need to focus on building in house talent. This is because projects can be stalled where the suppliers don’t have the necessary talents to finish them. The trend of internal capabilities getting increased along with outsourcing is likely to see a boost shortly.

The focus on joint ventures:

The companies should also sign contracts with suppliers that make them safe against any changes in the future. So, these contracts must make be based on the outcomes given by a supplier. Also, there must be joint ventures signed between the suppliers and the outsourcing clients. This way, suppliers will be forced to deliver the outcomes expected out of them.

Partnership with few suppliers:

It’s better to have relationships with few suppliers instead of a large number. It’s because when you have long-lasting relationships with suppliers, they are bound to serve you despite any difficulties. And when you have a large number of suppliers, it’s tough to manage them. It’s also tough to form lasting relationships with them because you can’t work with everyone all the time.

So, by following the above-listed steps companies can manage their outsourcing in times of this pandemic.

 

 

14 Apr 2021
elearning

What are the different kinds of elearning courses present?

Mobile phones have taken such an indomitable position in our lives. We have become so used to these devices that we can’t live without them even for a day. The people have learnt to adapt themselves to mobile phones, even though the older people found it tough to use them at first.

The era after the pandemic has made sure that we get ourselves updated with the latest technology.

Now everyone is using cellphones for trivial purposes such as tickets booking and students are using them for elearning education.

People are even ordering medicines through online apps. It’s because it’s become tough to venture out of the house because of the pandemic. However, students should choose online courses cautiously

Asynchronous classes: In these kinds of courses, no classes are conducted. The students are given the educational materials. The students can also finish assignments online as and when they have free times. Now, there is one single problem that students cant talk to each other. Well, that happens through social media. So, students can discuss whether or not they are unable to understand anything through Facebook chat messengers. They can even post their queries on social media pages.

Synchronous classes: These classes are conducted live for students. So, they are connected through video conferencing tools. There can chats through texts even though when there is a live class going on so students can understand concepts better. There is however a restriction that students and teachers cant have their independent time for classes. They have to agree on a certain time.

Real-time quizzes are also important for students. They can be created in tools like Google Zoom.

Formation of groups: This is also important for the users to discuss their concerns. Through groups, members can be added or deleted.

Since the students might sometimes find the video lecture boring, the teachers can also provide them with animated lectures. They can include the voicemail of teachers. In the voicemail based lectures, the teachers can include quizzes to check the knowledge of students.

The above methods can be supplemented by learning for students. The students must be able to remember everything they have been taught at a later stage so that elearning is productive. However, it’s tough to use the elearning authoring tools. Hence it’s better to take the help of professional elearning companies in India.

12 Apr 2021
discussion forums

Share your opinions about elearning on a discussion forum

Elearning has improved so much in recent years. Now, the focus is on getting a large audience for such courses and provides better understanding to learners. One of the ways to boost interaction among the elearning audience is to have discussion forums. When there are discussion forums, people from different parts of the world can talk to each other. eLearning professionals can integrate such forums to have online discussions through an LMS.

Discussion between similar kinds of learners

The biggest benefit of a discussion forum is that the employees can discuss with each other whatever they know. The audience can help each other out when they are on a discussion forum. The learners who are facing some trouble don’t have to wait for the trainer to come online to solve problems. The rest of the audience solves their problems when such learners pose their questions on a discussion forum.

The discussion forums help learners to have discussions about their knowledge with others. So, they become aware of how much others know about the topic and hence they update their knowledge accordingly.

Work quality is improved 

Discussion forums are also a tool to make sure that the work quality of the learners becomes better. It’s because when learners talk to each other, they get better ideas to perform work. The learners sometimes also put forward their work in such discussion forums. When they do, they have given their best work because they know that other learners and the trainers are going to watch them. That’s why all the errors are removed from such work before its link is shared on a discussion forum.

Learners get the best preparation 

The learners can also pose their queries to other learners. The learners have to give answers to such questions. So they have to go through all the materials to be able to answer such questions in a better way. Hence this is the way, through which their learning is improved.

Different opinions enhance exposure 

The discussion forum makes sure that the learners can get things right from the viewpoint of a learner. It’s because learners express their viewpoint on a discussion forum about the course. There can be diverse opinions about a course based on a learner’s ethnicity, age group and gender. People get to know about someone’s cultural background when they see his viewpoint on the forum. There can be a difference in opinions among learners based on their age. The teenage learners can get the opinions of adults about the course. Also, when adult learners can’t use the technology in a course, the teenage learners can help them with it.

This is how discussion forums can help learners increase their knowledge through them.

 

08 Apr 2021
training

How should a company plan training to attain results?

Companies are investing so much in their training programs. But the most important responsibility before companies is to make sure that these programs meet the training needs of employees otherwise they are useless.

Therefore the first step in developing any training needs program is to ensure that the training needs analysis is carried out.

It’s because such analysis offers the right guidance for the training program so that it does not turn out to be a waste of time. There are many important viewpoints from which a training program needs to be developed. They are as follows:

  • Company, Department and employee.

 
When employees are trained at the level of companies means they are not subjected to individual training, and then they are given compliance training. This kind of training can also be expanded to include the values of a company and its distinctive culture.

As far as departmental training is concerned, the employees have to be trained as per their job duties of a specific department. For this, the training professionals need to consult an organizational chart and proper job descriptions.

How should the training needs analysis of an organization be done?

As far as individual training needs of an employee are concerned, they need to be according to the calibre of an employee. They also must be having some career aspirations and their five-year career goals can affect a business. The training needs analysis is important in this case.

Training needs analysis needs to be done carefully in an organization. Its important that for this purpose instead of asking the managers how the employees should be trained, employees should be asked. So, instead of adopting a top-down approach, a bottom-up approach should be taken to identify training needs. It’s because employees know what they need to learn to perform their jobs in a better way.

How to recognize what training needs employees have?

Establish clear goals

Some companies set goals at the company level without knowing the needs of the department and how much they know. Establishing goals which is not in tandem with the existing skills of employees is a waste of time. So, these kinds of goals are unattainable for employees. So, it’s better to set goals that employees can achieve and are based on their strengths. Hence, the goals of employees should be set based on what the employees are capable of and which are in sync with an organization’s goals.

Interact with employees

You should talk to employees about what training they need to boost their careers. Just because they think that would require their careers to grow, they should not get a salary cut. You should ask them whether they are satisfied with their work or not.

It’s important to talk to employees to set up training goals because they will be the most affected by it. Feedback should be taken from employees about goals. It’s because when you invest in their training, you get better retention rates. But this can only happen when you truly know about their goals. Training is an investment and therefore needs to be done to improve employees.

This is how a company should plan its training.

 

08 Apr 2021
LMS

What are the benefits of customer training through an LMS?

These days, companies are putting their best foot forward to get customers.

The enterprise LMS is so much help to companies in this regard.

The companies can easily upload training content on them. The best part is it can be supervised who is using the LMS to see content and at what times. The LMS can be continuously updated to add more content so that customers get the product usage information if there are any changes in the products. The best part is that the LMS can be used by the sales team to brandish the product uses because all the customer experiences of using the products are also listed on them.

With a full-fledged LMS, you can maintain a database of customers. You know exactly what the customer wants because their reactions at the time of sales are noted. So the customer who wants product upgrades can be contacted later. Since everything about a customer is jotted down in an LMS, you get to know more about the problems faced by a customer and can deal with them through customer training.

LMS for customer training includes games

LMS training programs with customers are also successful because such content includes gamification. So, the customers have proper reasons to complete the course when they will be rewarded at the end of it in the form of certificates and trophies.

It’s important to have customer education because there might be some of them who are interested but unable to buy the product because they do not know of it. So, when you inform them about why your product’s features are better than others, that might influence their decision. The customers might not be firm about getting a product because they feel that a product is not worth the investment. But when its features are advertised to them, they can make up their mind.

Therefore, when using an enterprise LMS for customer-based training, it’s better to make the product appear useful for them and then educate them about how to use the product. The business of a product depends on how good is the training about product knowledge. The most important benefit of a customer training platform like a CRM combined with an LMS is an easy-access. A customer needs education on how to install certain products. They might not need to use such report resources, but their presence gives them satisfaction because they can rely on them. The customers know that such resources are at their fingertips whenever they face problems in using a product. But what should be the qualities of an enterprise LMS in such a case:

Active reporting

There is a lot of data in the customer training platform. So, there must be easy reporting done through it about the customer behaviour.

Easy integration with the CRM process

Sales teams don’t have to up give leads along the training process. It’s important that all the leads can be integrated into the sales training process. For example, the sales training software should be integrated with the CRM software so that all the leads can be transferred from the CRM to the training. Such leads can be sent auto-mailers.

Focus on live training

There should be instructor training included in the form of scheduled webcasts so that customers can listen to them and boost their knowledge about the utility of the product.

This is how an enterprise based LMS including customer education can help your company.

08 Apr 2021
elearning

How can you create different elearning courses for different learners?

Elearning is in great demand now. So, the elearning professionals should learn how to cater to the needs of different learners now.

It’s important to understand what a learner wants from your course:

Different requirements of learners

All kinds of learners don’t have the same requirements from their elearning courses.

Learners also grasp up information at their own speed. They also have different skills sets. So, different courses have to be designed for them to fulfil those needs.

Ongoing evaluation of the course

Online facilitators make sure that learners can check a learner’s weakness and strength. This can be done through the elearning course so that if something is lacking further support can be provided to them.

Collaboration in a group

Learners must be able to take part in group collaboration so that they can imbibe knowledge from the way other learners are learning. They can also derive some knowledge from what others know.

Greater flexibility

Learners can also make sure that they learn whatever they wish to based on their existing knowledge. They need to know which tasks will be completed by them and how will do a certain task. So, they get greater flexibility in their learning choices because they might not have time to finish the complete course. The following are the ways in which you can help learners:

  1. Include ways to contact them

Learners also need support when they can’t understand a topic in the elearning course. You can provide them with a contact form so that they can add in their details so that you can contact them in their spare time. You can also make sure that they get ideas from their peers about their problems. Employees can get in touch with each other to solve problems when a forum has been integrated with an LMS.

  1. Whether the course meets the timeline

You can make sure that the learners have certain objectives in mind when they start the course. Once you know about their goals, you can prepare a learning plan as per their needs. Along with learning objectives, you can also ask them about their specific timeline. When the elearning course is finished by learners, you can enquire them as to whether they have met their timeline.

  1. Find out about the basic needs of learners

You need to understand what the learners expect out of an elearning course. So, you have an idea about what they have in their mind about the elearning course. Once they know their own expectations from the course, it becomes easier for you to design the course. You can get focus groups and surveys done to find out the learner’s requirements from the course. Then design your course in such a way that such requirements are met. You can evaluate learners to know about their present knowledge. Hence you would know what you need to include in such a course.

  1. Have clear expectations right from the beginning

You should make learners set realistic expectations from the course. In fact, the course should be able to provide them with some practical benefits. They should be aware of how the course will provide them with practical benefits.

 

So, this is how the needs of different learners can be incorporated into courses.

DSLR stands for Digital single-lens reflex camera. It has a digital imaging sensor. In this kind of camera, the captured image can be viewed in the viewfinder when the shutter button is pressed. Its shown through the main lens rather than through a secondary lens, so the user knows what has been captured. 

He was a German psychologist who is known for discovering the forgetting curve. According to this curve, the biggest decline in memory happens within 20 minutes, and then 1 hour.