More Metrics vs. More Completions

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Better Training Metrics to Measure Business Impact

I was one of the first people to evangelize the use of Learning Management Systems (LMS) twenty years ago. Now I’m singing a new tune — find a way to measure skill readiness vs. “completions”.

Initially, the LMS systems served a great purpose. But as time went on, companies began adding more and more features to it to help manage various learning activities. I worked with a client who had very robust features for managing classrooms, assessments, catalogs etc. But the bi-product of this was arming trainers with data on the consumption of activities. I could tell you how many people passed an assessment but couldn’t tell you if these same people knew how to really conduct a proper “lock-out tag-out” procedure.

In a recent survey conducted by Donald H Taylor Learning Analytics made the top spot in what the learning

Web analytics concept

the community has a priority interest in 2020. In previous years personalization and adaptive learning held these top spots.

This is great news for Verbal Transactions — as I have been preaching the benefits of more data for the last four years. In our simulator ACES™ (accelerated contact engagement system) we can pinpoint key behaviors that will truly prepare employees for how to do their job well. We are supplying the “system” to measure these behaviors because the standard LMS can’t do this.

For example: In a standard online training program to teach customer service skills, the manager only knows the following:

  1. When the student started and completed the course
  2. What their score on the final assessment or knowledge checks were

In most instances, this course wouldn’t allow the student to complete the course without successfully reaching the passing score.

If you were to build a similar course in ACES™, you would know the following:

  1. When the student started and completed the course
  2. Did they great the customer properly – and how many times it took them to do this according to best practice
  3. Did they properly express the right level of empathy if the customer expressed dissatisfaction?
  4. How well they demonstrated accuracy when keying in information on a screen or recommend proper items to the customer
  5. Did they ask an open-ended question to properly help the customer uncover their needs
  6. Did they paraphrase their understanding of the customer’s requests or needs properly
  7. Were they able to handle the transaction within a reasonable amount of time
  8. Did the offer any cross-selling items at the appropriate time

Anyway, you get the point. With the new digital transformation taking place, organizations can bring this power of more information to them to help trouble-shoot employee performance problems before they impact the customer experience.

If you’d like to see the simulator in action, just click this link.

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nmunro

Author nmunro

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