The Dawn of the Super Agent

By Ryan Falkenberg  The global contact centre services market is growing at a compound annual growth rate (CARG) of over 9%. Contact Centres are set for further expansion as customers look for real-time, relevant service support. Yet with the increase in service level expectations comes the drive to lower service costs. With the adoption of cloud […]

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Learn and Earn

By Ryan Falkenberg South African companies need to change their approach to skills development in order to address SA’s skills crisis. Most companies approach skills development by assessing what employees need to know and then developing content to use for training. The problem with the current skills development paradigm, however, is that doing any given […]

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Toss the maps. Give your staff a Navigator!

By Ryan Falkenberg The truth is that no matter how much staff are trained in policies and procedures, they forget most of it and struggle to keep up with the constant rule changes. All the documents and process flows we capture as decision-making maps for our staff are seldom read or referred to post training. […]

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AI can enhance human skills

By Ryan Falkenberg With the onset of increasingly specific answers to specific challenges so known and prescribed decisions and intelligent systems capable of outperforming humans in many areas, the threat of mass job loss is real. Wherever decisions and actions are guided by known and repeatable formulae, technologies can increasingly outperform people, thereby rendering them […]

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Its time for a learning revolution

For many years, learning professionals have been trying to make the transition from a training to a learning approach. For some, this transition began and ended with the re-branding of their departmental titles. For others, the transition was largely defined by how they packaged and delivered learning content. As technology became more accessible, learning content […]

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Rethinking learning and performance support

The widening skill and knowledge gap between experienced and inexperienced staff continues to limit organisational growth. There is so much a new person needs to know before they are of benefit to a company, and the pressure is mounting to find cost effective ways to reduce the time to competence (especially when staff turnover rates […]

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