Tag: elearning companies in the US

15 Sep 2022
web training

What should be included in fraud awareness web training?

Retail companies must be quite observant about preventing fraud involving money loss. The companies must ensure that they have proper controls in place to prevent the skimming of funds by employees.

Hence, all Employees should know the basic accounting principles and how to enter transactions into the computer so that the company can reduce dependence on a single person, which increases the scope for fraud.

The companies should also see that instead of a single approving authority, there should be multiple authorities to ensure proper vigilance before any expenses are approved.

In fact, there should also be a reconciliation of accounts, including bank statements, and multiple employees should be trained, so that any fraud can be detected in time.

  • Handling internal frauds through web training 

Any employee who is handling the company’s expenses and is responsible for issuing checks must be monitored so that he is not doing the fraudulent activity. They should not use credit cards for making payments without the knowledge of higher-level personnel.

In a retail company, invoicing requires a lot of supervision because employees might be issuing checks when the goods have never been properly received.

The companies, therefore, must have web training to ensure that invoicing is done properly, and the payments are only issued once the stock has been counted as per the bill.

There should be proper controls so that the payments are not released for damaged goods. If any employee suspects that fraud invoicing is being done, that payments are being made for goods or services not supplied, then it’s his job to notify the management.

But sometimes, the whistleblower might be accusing someone because of his malice against the alleged perpetrator. Also, anyone who wants to report something wrong happening within the premises should be promised confidentiality so that he knows his identity will be concealed. 2D simulations in web training are the best way to teach employees how to respond in situations where they detect something unacceptable is happening in an organization.

The seller can also provide the buyer with inflated bills. Then it’s the job of the employees to check the company is incurring the right expenses and not paying more than the actual prices.

  • Kickbacks:

Sometimes, when a single person is involved in approving the invoices, it can cause him to get some kickback (bribe) so that he consents to the wrong bill provided by the seller and pockets in some of his profits. Kickback is a common practice in government organizations, where a person in a position to approve the winner of tenders and government contracts receives kickbacks so that he chooses one contestant over another

  • Handling external frauds: Transactions done through identity thefts

But when it comes to external fraud, the companies must be more watchful. The company should also be judicious about payments from the buyers because the cashier should verify the credit card at the point of sales transactions.

Many companies are victims of fraud when someone takes credit using identity fraud, and the company is left with staggering bills with nobody to hold responsible. An employee should ask for proof of identity verification before accepting customer payments. However, a customer wants to make payments through a credit card but has no way to prove that it’s his card, then an employee should inform the management.

There are some red flags which the employees of retail companies can use to discover identity theft. Retail companies have been extending credit to customers to facilitate sales for customers who don’t have the available cash with them. But the businesses also face a risk when customers don’t pay their credit card bills, causing them to lose their sales receipts. This can happen to retail stores where such identity thieves use credit cards.

The stores suffer when the genuine owners of such stolen cards refuse to pay the sales bills. There should be systems to check the identity of such customers because the liability lies with the merchant when the customer is making a cardless payment in an online retail store. Hence, the employees who conduct ecommerce transactions must ensure that the customers using their credit card numbers must be verifiable.

Only web training can empower the employees of such companies to use the systems in place. There can be geolocation systems embedded in the ecommerce websites which ensure that the customer’s location is tracked when he is using the credit card.

Such systems allow the company to know whether a real credit card owner is using the instrument to make a payment and not someone who has stolen his identity.

The retailers must have web training so that employees at the point of sales terminals also use chip card reading machines for reading cards with the anti-fraud microchip. Credit cards started getting embedded with such security chips in 2015. The customer liability is not more than 50 dollars in such transactions.

If the business is not using that machine and somehow comes across a stolen credit card, then the fraudulent transaction is the business’s liability, not the bank’s.

Gift card fraud happen when someone uses unauthorized gift card details.  It can cause problems because the one whose gift card has been used can ask for a chargeback from the company. That’s why; store clerks must ensure that they verify the physical copy of the gift card before accepting it. A customer who just has the gift card details can’t be allowed to use it.

  • Wardrobing:

In the retail industry, a very common problem called Wardrobing is faced by employees when customers return used products.  It can happen when an employee fails to recognize that the item has already been used because it has a tag and approves it for a refund. Hence, the stores can ensure that this problem is eradicated when the store clerks are trained to recognize the signs of usage and don’t accept returns for such items. Once trained about the return policy, including how returns are to be accepted, employees can prevent losses to a retail store because such used items can’t be resold. 

Hence, web training for using such card reading machines is essential for retail stores to avoid identity theft-based transactions.

06 Sep 2022
selling training

Why is sales training relevant now in online sales?

The businesses have gone through some rough changes during the pandemic. As a result, the focus is on coping with alterations in customer demand. There is now a major reliance on tech tools to cater to a customer-centric market.

Companies can benefit so much when selling training is imparted because the reps get the requisite knowledge about how to sell products without giving any discounts.

With time, technology to reach out to customers has changed significantly like the advent of social media.

So, a business needs selling training to ensure that its sales reps can handle the social media platforms and reach to the relevant buyers.

Selling a product to someone requires soft skills, including empathy towards the customer’s problems and how can a business solve them. Without due compassion and patience, it’s tough to make sales for any rep. They can also ensure that a company gets repeat customers who are well acquainted with the benefit of the products.

Selling training for employees can only ensure that customers can develop a trust in the company necessary for retaining them. The brand worthiness depends on the correct customer experience and after sales services, and they are managed by a rep.

These are the following techniques which must be included in selling training:

What training does a sales person need?

  • Senior advice

Sales executives take a lot of advice from their colleagues about how to get better at what they do. Almost 50% of employees consult their peers when they face troublesome situations at work. Hence, companies have videos of employees dealing with irksome circumstances.

Big companies now have video libraries containing much anecdote-based content prepared by their senior employees.

Moreover, in sales-based training, there is a need for JIT because such executives need timely information.

Companies have realized the importance of the forgetting curve, which implies that people forget information after a time. Hence, training them all the time is not useful because they can’t recall information when needed, which proves to be disadvantageous for the company.

The JIT means receipt of information when required. Hence, a video about a peer doing it is critical when they can’t deliver a sales talk to a lead because of no knowledge about the required product.

  • Technical training

The sales executives get precise information through the mass mailing tools about which leads are interested and which are not. Hence, depending on the email opened by a lead, they can customize their sales email and spend time only on interested buyers.

Otherwise, they can end up wasting their time on uninterested people. Such tools store data about any correspondence with leads so that future sales executives can continue the conversation.

In fact, through tools like automatic emails, the sellers can also send such information to prospective clients and learn about their interests. For example, if the email about the price list is not opened by the lead, then they are not interested.

Hence, the executives need selling training about using mass mailing tools, including sending emails about the trial offers to the leads and getting some action from them.

  • Managerial reviews

The managers need to give periodic reviews to their juniors so that they have a better grasp of their performance. The managers can make a mammoth difference to the numbers of a company when they provide proper feedback to reps about why conversions are not happening. Managers can get so much information from the sales reps during such reviews.

Video coaching is a useful tool for managers to train the reps without being in the same area.

They can communicate with reps and other stakeholders by providing them with behavior-based microlearning lessons about how to canvass leads at every stage of the selling process. They can also aid the LMS admin in scheduling the lessons for the reps for their reinforcement after the review.

How to qualify the leads?

The customer sales representatives must have adequate training to understand what the buyers want.

There are so many technologies at the disposal of such executives, for example, WhatsApp, website form; that they need to store data in the CRM about their use by the target demographics. The buyers’ responses are late, but CRM software lets the sales executive know where he’s going wrong because if a lead does not convert into sales, then his criteria for qualifying the lead was wrong.

It’s the manager’s job to check that the lead was qualified as per the right criteria. Just because the lead had the right buying budget does not mean it would choose you over competitors. Hence, the managers need to guide the sales reps about how to shortlist leads and pursue them.

It’s because managers have insights into what criteria should be used for qualifying a lead; it could be behavior that shows interest, like reading emails. Just belonging to a certain target demographic is not enough.

In the future, the L&D and the sales have to work together because practical aspects of selling training are as important as theoretical lessons. So, no matter how much money a company spends on LMS, a vital part of selling training is the regular performance reviews by managers pinpointing the mistakes of reps in choosing the leads and conversing with customers.

25 Aug 2022
HR training

What is the best training for HR to retain employees? 

The employees are the primary tools for a company. Hence, companies are investing in human capital management. The Great resignation highlighted the importance of human resources, which has complicated things for US companies.

The training for HR is necessary in this regard so that your company does not become a victim of employees resigning. Hence, the companies must provide employees with ample development opportunities which can report continuous results too.

Training for HR is crucial to stop this phenomenon of Great Resignation because the employees have more knowledge about the available openings due to the large-scale use of social media. They are more in touch with their peers in the same profession in other companies and are aware of the salary gaps.

Why did the Great Resignation happen?

The employees have been quitting jobs since 2021 when they discovered the benefits of working from home. The main reason why this trend of mass quitting their jobs by the employees happened was that some of the jobs were not required anymore.

The change in technologies due to lesser offline sales made some jobs obsolete; as a result, employees have to be trained to work alongside technologies.

Accordingly, the role of HR has escalated due to the pandemic, which has made employees realize how vulnerable their jobs can be. Hence, they have recognized the need for frequent learning. HR has to think about how they can influence employees to stay in a company. Hence, their role now consists of training programs for employees that focus on strengthening the soft or hard skills demanded by their designations.

Employees also want better salaries because the pandemic and the ongoing war have made them realize how tough it is to cope with unprecedented attrition. Hence, skill development is the main priority for them.

The companies must also allow employees to switch from one team to another if they are eager to retain them. So retraining such employees is essential who enjoy your company’s culture but are not satisfied with their roles. The aim of HR should be to see which employees have the talent for their roles to be changed.

Training for HR is imperative to stop the trend of Great Resignation.

They must ensure that employees have freedom while working.

Change in the management structure: Make it lateral rather than completely vertical

So, companies need to give up their hierarchical structure of management. The HR must be trained to help the organization transcend from a hierarchical management structure where the employees are just supposed to take instructions and do the work assigned to them. In companies where such management style prevails, the employees have no scope for giving feedback, leading to resentment.

If a company has to be successful, employees must have an equal say in how they would like to work.

Advantages of a hierarchical/vertical management structure

But in a hierarchical management style, since all the processes are standardized, there is a lesser possibility of committing mistakes by employees. However, the high turnover in such a management structure is also due to no tolerance for mistakes.

Since an employee’s work is predetermined, there is no scope for growth. An employee has to adhere to the decisions taken by the management, which might not be so beneficial for the company. If a wrong decision is implemented, everyone, including the employees, must bear the brunt.

What is a lateral management structure?

On the other hand, leaders are like mentors in a lateral management style that is the opposite of a vertical structure. They encourage employees to work hard and lead by influence and example rather than power. The employees are responsible for their decisions and mistakes too. They are not admonished for their mistakes, but an empathic approach exists that they ingrain knowledge from them, and mistakes are a part of a learning curve.

Apart from the change in the management style, the training for HR can help the leaders detect the following signs of burnout in employees:

Lesser social interactions: If an employee does not attend any social event organized by the company to finish a project, he is overworking and can become a victim of burnout. This means that the employee is working on a scheduled holiday, and HR must stop it. The employee will soon resign, leading to a lesser workforce and more workload for the remaining employees.

Check their wellness: HR must take steps to ensure that the overworked employees are prevented in time and rectify their schedules. If they are hesitant to speak to you about their problems, then it’s better to have a third party on board who can talk to all employees and form wellness reports. Through these reports, you can find employees who are overworking due to understaffed teams.

Hire crucial resources: Training for HR has also been necessitated to ensure the company gets the right resources to cope with overwork. Suppose employees are handling several projects and have to work overtime due to this reason.

In that case, a project manager can be hired who can schedule the different workflow of employees as per the priority of projects. He can communicate with various clients and ensure that the employees’ work hours are not overstretched to complete simultaneous projects on time.

Cut down on slack activities: The training for HR can also help them communicate with managers more effectively to know whether certain meetings are necessary. If employees can update their work status on tracker tools, then informing managers through in-person meetings isn’t necessary.

For example, a pregnant woman can be given an aide to help her combat her hectic work schedule.

Hence, it’s quite a major responsibility for the HR that an employee feels 100% valued in a company and does not quit.

 

16 Aug 2022
etraining

What is etraining? Does it suffice for advantageous learning? 

E training is becoming the most requisite concern of companies because employees prefer to work from home. It includes imparting training to employees through an online platform. The training has taken a pivotal role for companies because employees don’t want to waste time following an in-person training schedule.

Moreover, when virtual meetings are included in a course, the employees can resolve all their problems because the elearning content alone is insufficient.

What is e training?

Etraining is the process by which employees are trained on different subjects through online means, including the internet or intranet.

The Etraining has the advantage that it’s not like a classroom session, which all employees need to access together. It includes an instructor delivering instructions and listening to students, and is recorded for future access. But if employees want to participate, they have to do so at the same time.

What is the difference between Etraining and eLearning?

Etraining is different from elearning in the following ways:

  • Two-way communication:

     Etraining is different from elearning because the former involves acquiring knowledge through discussion between the trainers and the learners, which is essential as the workplace changes.

But elearning involves learning without any two-way discussion. Since etraining requires a commitment of both the learner’s and trainer’s time, it has to be planned judiciously.

  • Prior scheduling: The trainers must have a schedule ready, including the topics and when they will be taught. Hence, the etraining procedure revolves around the trainer because he chooses the topics. But in elearning, the topics are chosen after a training needs analysis conducted among the employees and the course material is supplied.

E training happens over a short period because of the trainer’s involvement, which is not the case with elearning, where an employee takes his own time to finish a course.

E training is based on the action learning model, which implies that an individual can enhance his knowledge by discussing the problematic scenario with his colleagues. This also makes others gather knowledge about the topic. But the problem here is that there can also be an exchange of flawed or uncorroborated knowledge in such discussions.

Action learning assumes that knowledge transfer happens in verbal communication, but there is no explicit provision of knowledge for, e.g., by showing videos to learners.

E training is entirely in opposition to the cognitive learning models, which state that learners also require thinking apart from talking to each other to imbibe new information, for which showing them information-based material is necessary.

Without forcing learners to contemplate something taught to them through lectures or videos, the best and desirable results are not attained.

Hence, there must be a blend between elearning and e training for the most productive learning program. The e training is insufficient to explain a complex topic to the learner because a trainer also needs materials such as infographics and animated videos to facilitate such understanding. Hence, cognitive scaffolding is required in e training to get better outcomes.

What is cognitive scaffolding?

Cognitive scaffolding involves that the teachers must help students discover knowledge. They should hint at problems to students and assist them in solving them.

The employees should be given prompts that help solve complex situations through reflections. Discourse among employees must be encouraged after a lecture to foster thinking and challenge new ideas.

The aim of any learning model should be to consider a learner’s expertise, i.e., make them develop cognitive capabilities which help them tackle complex situations and reach helpful conclusions by considering all the possible alternate options.

Hence, any virtual meetings can’t ignore cognitive scaffolding, which involves the teacher/trainer making students/employees solve practical problems through their theoretical knowledge and thinking.

Action learning, i.e., e training needs to include cognitive scaffolding so that students learn about new problems they have not thought of and arrive at ways to solve them. E training, which focuses on teachers discussing the problems students have considered, does not include this kind of higher-order thinking that cognitive scaffolding leads to.

In the age of knowledge where software has entered every sector, companies can’t ignore the need for critical thinking for all workers. It’s not restricted to knowledge workers alone because all employees today face complicated issues at the workplace.

Hence, the competency of higher-order thinking must be encouraged to help them face such challenges and e training is not adequate. It’s because it does not include any use of education based materials by the teacher, which causes cognitive scaffolding.

04 Apr 2022
continuous learning

How can management encourage a culture of continuous learning?

Companies are working hard to make their employees work hard to attain goals. But it’s not so easy because only continuous learning can make them the best. The companies can ensure that employees put their energies into learning, which is not an easy task, especially with remote employees.

Why is continuous learning needed?

For companies to get extraordinary performance from their employees, it’s paramount that they are always learning because innovation can only happen then. For example, a company may want to add a better structure to its work, implementing new production rules and the accompanying software.

And this process upgrade happens occasionally; hence the companies must encourage continuous learning which is available on-demand for employees and happens when they are free from their scheduled duties.

Remote employees don’t come to the office, and it’s a challenge to stay in touch with them. Employees also don’t like to follow up on industrial trends because they consider them a waste of time. Hence, they have to be made to realize the importance of such news. They can be sent a digital newsletter informing them of the most contemporary happenings in the form of summaries of their sector. The remote employees can also be sent birthday cards and welcome letters to new joiners. There can be weekly Teams call where the employees are congratulated for their exceptional performance and areas where there is scope for betterment.

The remote employees might not have time to access the training modules. They might be traveling a lot, especially in a target-based job. Hence, make sure that they can access the training modules offline or get them better mobile data packages to get a signal wherever they are.

Sometimes, continuous learning becomes a problem when the employees hesitate to ask questions. It’s not a good company culture when the employees have such apprehension because it can affect their performance. Such shyness comes when it gets revealed to the whole group that a particular employee has asked a question. And when all the team members know that a certain employee has problems, they start answering his question simultaneously. The solution, in this case, is that the remote employee with a query must get someone working from within the office(mentor) to support him. Such queries by remote employees can be simple, like how reports have to be prepared, but their delayed resolution can be troublesome.


However, this mentor can also support the remote worker by providing him with help on how to use the LMS for his continuous learning because the latter might face problems frequently. This is how the management can foster a culture of continuous learning in a company:

  1. The job of managers
  2. Managers have to encourage employees for them to pursue their learning activities. If an employee is taking time out for his work, his manager should not take it as abstinence from work. The employee can better contribute to the job with his improved skills. By making a role model of such an employee, you can inspire other employees to do the same. A lot can be achieved in a culture of continuous learning through collaboration. The managers should popularize the belief that sharing is caring. So if an employee knows something, he should share it with others.

    Knowledge hoarding is a dangerous phenomenon because it does not help when employees conceal crucial information from others to get ahead. So, it is the manager’s job to see that knowledge sharing is given its credit and that such employees are acknowledged. Employees should not follow a practice of knowledge hoarding because they feel important when everyone asks them about work. A company should ensure that team victories are more important than personal success. This way, a worker hoarding knowledge will share it with the team.


    Sometimes, some employees have better access to resources than others because of their education or academic contacts. Moreover, the employees should be privileged to get a paid subscription to professional magazines. The management can pay for such magazines and hold discussions about what employees have learned during lunches. The employees can also be paired in groups (task-force) to share their queries with others and get competent answers through investigation.

  3. Social learning
  4. Social media groups are essential to continuous learning, but they can start veering from the topic. Hence, it’s the job of a moderator to see that no one posts irrelevant memes on Facebook. Also, when any can’t answer back a question in two hours, it must be directly reported to the seniors to provide correct answers. The learners who share the most strategic posts like simulations, podcasts, or an article must be rewarded for their efforts. They could have contributed such content themselves or got it through somewhere. But a worthwhile article link can solve the problems of employees who get a reliable resource. However, there must be a schedule by which employees share such information, like once every week. If every employee posts something every day, there can be cognitive overload, and employees might miss something. Again, a moderator must approve such posts.

  5. Weekly webinars

After an expert has conducted a webinar, the next round ensures that all the solutions are crystal clear to the attendees. There can be a moderator in their webinar-based question and answer(Q&A) session who has ample knowledge and can shortlist the important questions. Send emails to the employees about the time and the meeting link of the webinar. The script of such a webinar containing questions and answers can be given to the employees who didn’t attend the event.

In the same way, when any online discussion gets started, the moderator should inform all the employees about it. The new employees might be getting solutions to their problems, like how to tackle a tough client. When a discussion starts about an online post, the other employees should be notified about them. The employees become aware of any ongoing discussion when they click on the “Join” button. The employees who have started their jobs from home sometimes feel left out when they are not given a proper introduction. They can be given a virtual training session through an experienced manager, who can also listen to their problems online. Later, the employees can be sent an online MCQ questionnaire by the LMS admin, in which they can fill in their responses about the quality of the lecture. This survey can also contain a Likert scale where employees can rank the lecture from a rating of 1-10.

The employees also feel that providing feedback about virtual sessions is not so time-consuming in such a way. When the employees give the questionnaire results, the reports can be prepared in the form of charts and then shown to the manager, who can be given access to better resources to be a superior trainer for the juniors.

Ensure that if you have implemented an LMS for continuous learning, it sends notifications to employees as soon as an article or a video is published. If the employees have a Facebook group, as soon as someone posts a query on it approved by the moderator, he must send email notifications to all the group’s followers.

28 Mar 2022
elearning template

Pointers for designing an elearning template 

The e-learning industry has grown by leaps and bounds. It’s because people have started understanding the importance of learning unconventionally.

The e-learning companies are also coming up with avant-garde content to ensure that the businesses can take care of their employees. But some problems can impair the functioning of a company’s LMS. The LMS has a lot of eLearning templates available, but sometimes they become outdated; hence it’s the job of the business to contact the vendor to modify the template. An LMS template is just like a PowerPoint slide, in which the users can plug in the content. It’s also crucial that before you decide to buy an LMS software, you have a complete idea about its eLearning template library. Sometimes, the eLearning templates might not have an option for you to add videos and audio, which are essential for your course.

Hence, it does not make sense for you to get that LMS. The LMS must also have an option for the course creators to auto-translate because they need external help to add subtitles to a course without it.

These are the essential points that no designer team can ignore while designing a template:

  • Make sure learners get the instructor’s feedback

The LMS must have the option of feedback. This means that it must have an option for you to add the email ID of the instructor or even a chat box option. When the learners don’t get timely help, they are likely to divert from a course. Therefore, the learners must also be given help in the form of access to the social media handles of the instructors or the company so that they can get in touch with their peers who are a part of the official Facebook group. The learners feel motivated to continue with a course when their queries are answered on time. Also, the LMS eLearning templates must have options for the LMS admins to track the usage rates of the module, like when does a learner quits, i.e., he presses the “close” button.

  • Get the opinion of the team on the template

The team feedback is also crucial when getting an LMS template.

For example, the LMS template must be approved after getting approval from the team. Then, the graphic designers can design a style guide as to where the text and images should be placed in a template. If the template does not have the proper placement of the objects, it would be unusable in the future, causing an unnecessary expense on your part in getting a template redesigned. This style guide can include the tone of the template, like how many images would be placed on a slide.

An elearning template must also have a scope for notes, just like in PowerPoint slides, so that the SME team can include some important points if they are missed.

You might not use all the placeholders in a template like for notes etc., but they need to be there because the design can’t be altered to add more of them if needed.

  • Appropriate navigation

The eLearning template must also be navigable, and hence there should be placeholders for buttons/icons. You can also include captions to describe what belongs where.

Navigation is a crucial part of the elearning template. The template must have a placeholder for hyperlinks so that the users can be directed to the last/next slide or the main page. When the template does not have easily visible hyperlinks, the learners get confused, and their time is wasted finding the hyperlinks to go further in the course or backward. It is also necessary that on every elearning template, the place for menu/icons/buttons should be fixed and decided beforehand so that any significant modifications are not needed later.

  • Have proper bullet lists placeholders

The elearning templates have to be designed because every slide can’t have a different layout. You can’t expect the learners to lose their attention during a course. When you have a consistent layout throughout the course, thanks to the e-learning template, you have better brand visibility which ensures that the learners assimilate the eLearning content quickly.

Any template must have unavoidable elements like bullet lists and short text placeholders. Without such elements, the e-learning content is not coherent and articulate. When learners browse through long text blocks, they feel frustrated and suffer from cognitive overload. They might not retain much even after the course, and therefore short text blocks are essential to encourage retention.

Before embarking on a template design job, the design team must take some ideas from the end-users. They could be given surveys and assessments to gauge their response. Through such surveys, the design team knows what kind of layout is preferred in terms of positioning images and text. The target audience might not like any deviation from this layout.

When the organization does have an eLearning template, it makes sure that the employees get a feeling of cohesion. This is necessary because the employees don’t enjoy the e-learning experience when every slide has a different design.

  • Arrange a menu before the course

The e-learning content designers must also make sure that a menu is integrated at the beginning of the course. This menu lets them know whether the e-learning course is sufficient for them, or they also need external resources. So, before any module begins, a slide should be added as an introduction that briefly describes the contents. When the course is sorted with a menu and an e-learning introductory slide before every module, the learners can use the course for just-in-time information needs. They can quickly locate the information needed by them to solve their problem.

Hence, this is how an e-learning template should be designed.

25 Mar 2022
elearning solutions

How is technology affecting elearning solutions?

The workplace has undergone a tremendous change ever since the pandemic struck. Extended reality(XR) is becoming a commonplace phenomenon, but what does it refer to. Extended reality includes all forms, including mixed reality, augmented, and virtual realities. All these technologies connect humans to PCs and change reality by immersing the learner in a new world(virtual reality), increasing his surroundings with virtual objects(augmented reality), or combining both(mixed reality).

What is mixed reality?

Mixed reality(MR) is the new form of technology in which the real and digital objects coexist.

So, in mixed reality, you can use objects from both the real and the virtual world. You could introduce objects from the real world into the virtual dimension, like hitting a character in a game with an object in your hand. The mixed reality ensures that when you are wearing the MR headset, you can place one of your hands in the real dimension and the other in the virtual world. But the mixed reality is helping organizations to produce innovative e-learning solutions.

It’s true that through the use of this technology, the students can be shown 3D projections. They can touch them and get to feel objects like dinosaurs. This kind of technology is even useful for teaching factory workers how to work on a machine because they can be shown a holographic template of the machine and arrange all its parts.

There can be an extended reality elearning solutions system that allows companies to provide training to employees irrespective of where they are.

So, the learners are shown holograms through an app on their phone, which also monitors their activities. The learners can be reached anywhere without any wired connection. The user can access the app through their smartphone and view the entire course in the form of holographic screens.

This mixed reality is going to be immensely useful in medical e-learning solutions.

The doctors could easily transfer files from their PCs and read them.

The engineers could work with 3D holograms of dams before executing anything. This could save the money spent on applying labor and materials to the actual construction. With an MR headset, the users can close the room’s virtual windows with their hands.

So, it’s unlike augmented reality, where virtual objects are overlaid into the real world like you could read the patient’s vital signs or even get to know his blood pressure. All this is possible through smartphones that have AR-based apps in them that scan real-world objects to add more details. For example, you can add so many accessories like wigs and hats on yourself when using the Snapchat filter. The AR technology can also simulate the empty cash register with loads of cash and gauge the employee’s reaction.

What is virtual reality?

Virtual reality is used to train the medical interns who can be given a headset and controllers to move virtual objects like medical objects on 3D simulated human body models. So, the intern has no cognizance of the real world while he is getting his VR based training.

When the learners are wearing the VR headset, they get transported into a new world like taking a stroll on the moon, so this technology is useful for teaching them about scientific concepts which can’t be recreated all the time, as the underwater life.

Advantages of virtual reality

No contact eLearning solutions: Virtual reality has become an essential part of employee eLearning solutions. The employees cant be indeed arranged together for an onboarding solution. So, recruits can be given practical training with virtual reality-based headsets where they can touch a machine. They can also be given the practice to talk to virtual humans who react similarly to us through such headsets only. The best part is that when such training sessions are recorded, HR can check the human feedback and know the areas where employees need learning. All the vital stats of an employee are measured when he is part of a virtual reality-based assessment.

Contactless interactions: It’s also possible with virtual reality that employees can attend parties whilst sitting at homes. They don’t have to worry about reaching home on time or even contracting an infection because physically, they are present at the house but virtually, at a party. The employees can take part in virtual games and virtual karaoke sessions. Such chats where employees have taken part through their avatars are excellent ways to break the ice and aid in relationship building.

Iron Man has often been seen using augmented reality where he works on a hologram-based diagram of his PC. He just uses his hands and moves the objects in a virtual dimension. Privacy will be a major concern when using XR technology. It’s because, at the end of the day, when MR devices simulate the real environment, they will have to be stored, which is costly. Also, privacy can be a major problem because any details about a user’s surroundings can’t be leaked.

21 Mar 2022
retail training

How can retail training increase the sales for a business?

Companies are facing pressure to meet sales targets because pandemic has negatively affected the businesses. But now, since the lockdowns are over, there is so much scope for them to get ahead. But then the competition in the market is so high, how the companies can sell.

Retail training has assumed much more significance because the brands are now selling on their websites and apps. Hence the customers buy directly from them rather than visiting the shops. But retail training can help you make a difference provided you are supportive to customers. It’s because the offline shopping experience is quite personal for a prospect, unlike online shopping.

The retail training can ensure that a salesperson can churn out some commendable numbers. However, being a successful salesperson requires you to have excellent soft skills. A salesperson in the company might have such skills, but how to ensure that the entire sales team gets such skills. This salesperson beats the sales targets month after month, and hence he needs to be made an inspiration for all. Such employees must also act as leaders, ensuring that the juniors listen to them and deal with customers effectively.

The hiring process already leaves those who are not suitable for the job. Everyone who is considered fit for the role has got retail training. But how to make sure that sales targets are met repeatedly.

But what, when the sales team is not getting good leads

Not being able to meet the targets is not always the sales team’s fault. The marketing didn’t provide them with good enough leads, and conversions didn’t happen.

The sales team can be given lead scores, which means they must not waste efforts on inconvertible leads. Every lead deserves a specific endeavor in terms of time because it might lack other attributes such as income, need, etc. So, specific leads deserve more time from the sales team because they have higher chances for conversion. However, apart from providing more guidance to the sales team, it’s also crucial to see that the quality of leads is desirable, and the marketing department should see to it.

Retail training, however, checks that the efforts of the sales representatives are up to the mark.

It’s the job of the retail trainer to ensure that the customer buys from the sales representatives. This is how retail training can help the sales team:

  1. Product features training

    One of the crucial aspects of retail training is providing in-depth knowledge about the products to the prospects. When the sales representative can do that, he wins the customer’s confidence ensuing that the latter has a clear idea about how the product can serve his needs or not. In addition, all his doubts about the product usability must be cleared. When sales representatives are given product training, it has been shown that it causes a 5% increase in sales. But to check the level of knowledge of sales representatives, a competency test is essential.

    The product knowledge training not only includes knowledge of the product’s features but also for whom the product is meant for or not. If the salesperson is aware of all the situations, he won’t try to sell the product to someone for whom its not worthwhile. Product knowledge training also teaches them about other products in the marketplace and how your product scores over them.

  2. Empathic listening

    Retail training can only help sales employees effectively convince customers to purchase products. Soft skills training is also crucial for prospects because if they can’t be greeted well by the sales employee, they won’t feel welcome to make a purchase.

    The sales employees must have the skills to listen to the customers and not lose confidence even when the customers don’t seem eager to buy. Moreover, there are challenging situations before the sales employees, like an overcrowded store, and they must know how to tackle such situations.

    The reins are in the hands of a retail person in the case of an offline shopping experience. The prospects who have come to the store are willing to buy something; otherwise, they have not stepped out of the house. Retail training is essential because, unlike online shopping, the salesperson has no clue about the prospective shopper. The latter has not entered his information in an online form, and hence the salesperson does not know what his wants are. In the case of online shopping, a prospect has added so many options to the shopping cart, and hence the retail salesperson knows his preferences. The online prospect also has much better product knowledge than an offline shopper. An offline shopper does not have much knowledge about the product, and it’s the job of the salesperson to convey that information understandably and pleasingly to him.

    So, even if an online internet browsing person who has some knowledge about the products has come to the store to get them, he must not return empty-handed or at least write negative reviews about store sales staff so that they don’t attract further customers.

How to convince the management about retail training?

The L&D department in a company must ensure that the training gets the nods of the CEOs because they decide the funds. Once they are not included in the project, they can be appalled by the cost, unwilling to approve it, or even have some impractical expectations.

Similarly, managers also have to support the project because they will train new employees. Once they are convinced that this program will be helpful for the company, they will provide their full-fledged support in even creating the e-learning content. Such retail programs are beneficial for managers who don’t have to train the employees personally. Instead, they enroll them and supervise their progress. When such programs are implemented, managers are saved from the hassles of training juniors and can focus on their targets. In addition, managers don’t have time to provide individual coaching to hires during peak seasons, and these programs act as their alternative.

The manager’s job is to see that more and more people enroll in the training. Telling them that they will face adverse consequences like termination won’t lead them to train. Hence the metrics of the training participants like the number of units sold and conversions can be provided to encourage enrolment.

The employees also might not have the will to apply the training skills. Hence the management has to see that the employees wholeheartedly go through training and use it too.

15 Mar 2022
customer service training

What is the best method for customer service training: asynchronous or synchronous?  

The companies must focus so much on their services now because the competition is stiff. Customer service is integral to such services because the business is affected once they are not pleased.

Why can’t customer service training be asynchronous?

The customer service agents must know that the customers on calls might be irritated, but even then, they must be nice.

The customer service training for agents cannot be asynchronous because they have a lot of queries to be answered, so a trainer must be with them when they are reading the training stuff.

Query solving sessions can be scheduled later, but the customer service agents might be busy with their jobs.


Here are the following situations when synchronous customer service training can help:

  1. Organize weekly webinars:

    Since the e-learning sessions of the customer service agents must be synchronous, weekly webinar sessions can be held on an LMS (Learning Management System) where they can be guided on how to proceed. For example, a trainer, industry experts, and senior workers can explain the various situations in which the customer needs to be appeased. Send emails to customer service agents about such webinars to correspond and come up with some questions.

    The instructors can also hold such sessions once the agents have responded to the branching scenarios quizzes included in the LMS. Then, if the staff has chosen wrong answers, they can be shown the compiled results and the repercussions.

  2. Enlighten customer service agents:

    A company has so much at stake in an online call because the customers form the most critical impression about your company. Hence, the customer service agents cannot be slow, e.g., when a buyer needs a replacement product because he has received a defective product, the agent should know the product line. If he does not, the customer is not too pleased and may use the Cancel option to file a product return.

    Moreover, if a customer asks for a replacement, the customer service agent must also know whether the former still has enough time left for the eligible replacement since the purchase. Hence, a weekly quiz can also be posted on the LMS for customer service agents on how they respond to a particular situation.

    Such agents can also be given pop quizzes about which they have no prior knowledge.

  3. Show the demos of irritating customers:

    The instructors can show how the customer service task is done by preparing an act. They can ask someone else to play the confused customer. The whole act is entertaining if subtitles and background music are included. It is also helpful if along with the act-based video the employees are also given some resource links. Resource links to PDF documents on the LMS might prove tedious, so it is better, that the customer service agents are shown infographics or comic strips for better retention. The instructors can use anecdotes during webinars, so that customer service agents learn from the latter’s experience.

    The videos containing the task-based acts can also be animated, where there can be varied kinds of customers portrayed. And these customers should be the types, the service agents do not know how to deal with, like chatty customers who want to talk even after the problem is solved, and the agent cannot disconnect the line. Other annoying customers hate every solution suggested to them because they are bossy. Such customers want to be treated exclusively, and hence it is best to connect them to a senior. Another set of irritating customers is those who file for product returns when the time limit is over.

    Also, dealing with new customers can be challenging because they need instructions on using a product. Although companies might have prepared onboarding product videos, they sometimes cannot understand.

  4. Dealing with new customers:

    The new customers require some guidance and heads-up because they are not acquainted with the product. They might ultimately discard your product in the trash can once the customer service agents don’t help them. So, the agents must have complete knowledge about the usage of the product to detect where a new customer might be going wrong. Once they don’t get the required help, such newbies shun your product, but not before badmouthing about it to everybody else.

  5. Be aware with the company’s return policies:
    Although customer service employees might have all the resources, they must be given knowledge about compliance rules. For example, they must be aware of the company’s policies regarding returns and replacements so that none of them is violated because heavy fines are levied if they are.

In the end:

Apart from customer service training, it’s also essential to see that such staff are pleased with their work schedules because when they are burned out, they are not in their best moods to attend to customers. So instead of them working more, even on holidays, you get technology like chatbots that can answer routine questions. When the customer service agents work more in their jobs, they are likely to switch, costing you experienced resources.

08 Mar 2022
elearning apps

What kind of an elearning app should a business use?

An e-learning app has become a necessity for companies because employees are so engrossed in smartphones. If the businesses don’t have an e-learning mobile app, they can’t make users browse their content. The e-learning companies USA have to produce an app rich in features so that the users enjoy using it, but for that, the right technology stack has to be used. Before choosing a technology stack for an e-learning app for their client, the app creation companies have to think of the scope of the app.

Native or Cross-platform?

 

The e-learning industry is now geared towards native apps, i.e., an app built solely for a single OS, either android or IOS. Moreover, having a native app is a safer option for a company because it has only one codebase, either Java or Objective-C, so there can’t be many bugs.

But a cross-platform app is developed using two code bases for compatibility with both IOS and Android-based phones, so its development time is less and can be used on both the operating systems.

However, native e-learning apps don’t need an internet connection, unlike a cross-platform app, which is beneficial because users can access them without using any mobile data.

Moreover, these apps are ideal ways to ensure that users can access them without public Wi-Fi at any location, which implies that accessibility will happen regardless of location.

Besides, the native app uses the hardware and the software of the OS and the mobile phone. Native apps have the advantage that since they are based on a single operating system, they use the system’s features such as memory management, location tracking, etc., and deliver the best app performance. They can also be linked to the other native apps used on the phone. Hence, they can easily use the device’s capabilities such as push notifications and microphones.
 
But a business needs to decide whether it should outsource the app development or not.

In house development or outsourcing?

 
The e-learning vendor checks which programming languages are reliable when developing an app. They can have their flaws, and hence the app has to be checked for any before it is launched. It’s because any bugs can cause the app to be hacked. The e-learning companies provide the business with a technical specification document that includes all its functions to be developed with ease. These functions decide which programming language is better for the app. The e-learning companies also have app developers with ample experience because any lack of expertise can cause problems later. Hence, these are the reasons why app development should be outsourced to one of the e-learning companies USA:

  1. Experience in developing apps:
  2. E-learning companies in the USA have full-fledged experience in creating such apps. They have a suitable variety of resources at their disposal. They also proceed meticulously with a plan of action. The first phase consists of Story Analysis, which includes developing the inputs and outputs of the app based on collaboration with end-users and managers. After the information flow has been decided, it’s time to create a Prototype consisting of the front end and the backend of the app. Then the third stage is to Determine the Technology Stack, whether it should be IOS or Android. These technologies are also dependent on performance and the app’s scalability, like how many users will access it at a particular time. Once all the considerations are taken into account, the US’s e-learning companies then decide on the Action Plan, like how the app will be developed, the time frame, etc.

  3. Fixed costs:
  4. Companies can’t save costs by using some free frameworks on the internet for app development because they may have to pay extra for more features. Developers have to be hired if they want to offset such additional payment. On the other hand, when a business takes the help of one of the e-learning companies USA, the app costs are decided in advance and released on time.

  5. Guidance by the e-learning vendor:

E-learning companies USA can guide a business on what app they need depending on their budget. A native app is an expensive option because the two codebases have to be written for Android or IOS. These costs can only be averted once you decide not to launch the app for one OS to avoid development costs, but it will restrict the accessibility of your app. Hence, a cross-platform app that works on both IOS and android is a better option because it requires a lower development budget. So, depending on the scale of your business, the app type can be chosen.

If security is a consideration because the app stores the confidential data of users of e-learning companies, then it’s better a native app is preferred because it uses the security features of the OS. The native app developers can include many features, such as file encryption, by using the OS libraries. So, the users can easily upload a file without the fear of it being accessed by hackers because it can’t be decrypted. So, if the e-learning app belongs to banks and hence contains confidential information about the processes, then a native app is a better option.

The customer experience also decides which app should be used, whether native or cross-platform. It’s because native apps deliver a better user experience since they can use OS libraries, and hence they are customizable in the future. The learner engagement can be increased multifold once the native apps deliver them a better UX. The UX decides their app journey, and without the right one, the customers leave the app sooner than desired. E-learning apps need to focus on better UI capabilities because they must have features like gamification. It’s an integral part of e-learning; with native apps making use of an OS’s existing libraries, they are a better choice for an e-learning app, and be it for medical e-learning or compliance training purposes.

× How can we help you? Available on SundayMondayTuesdayWednesdayThursdayFridaySaturday

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.