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Executive Corner

WHAT'S ON MY PERCIPIO PLAYLIST? by Ed Zaval, SVP Customer Engagement
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All of us here at Skillsoft love to learn, and as both an employee and a leader, I’m no exception.

Throughout my career, I’ve gravitated towards customer-facing Services roles because of the human interactions, and our performance in meeting customer’s needs is measurable.  Customer engagements lend themselves to KPI’s; response times, resolution times, CSAT, NPS, and more recently with improving digital Service motions - click rates.  However, I think organizations can over-rotate on their reliance on self-help for customers and hard performance data, forgetting there are people in the center of customer-centricity.  Those social and communication skills have never been in higher demand in the workforce…so as a leader, I always have these mainstay assets on my playlist to share and recommend as a coaching tool:


All of the above training appears in the Customer Service Representative Journey.

As an employee, I am currently taking our internal custom Integrated Offer Enablement Training that helps our Sales and Success teams position our new Technology and Developer training solutions. More information on that can be found here: Technology and Developer - Your Journey Starts Here <

We are working to get the word out that Skillsoft customers can now access a combined offering of nearly 28,000 contact hours of instruction, including a blend of virtual and on-demand courses, instructor-led training, hands-on labs, and real-world challenges, and coverage across more than 170 technical certifications.  Vendor-authorized Content includes Microsoft, Cisco, Amazon Web Services, and others, as well as expert-authored original content, across six key areas: cloud, cybersecurity, software craft, programming, data, and IT infrastructure.
It's a great time to learn!
Ed

Featured Blog

  • Does your organization struggle with measuring program value? Do you find yourself looking at reports but are unsure of what to track? Are you interested in measuring how efficient and effective your Skillsoft learning program is, but you are unsure of where to start? YOU ARE NOT ALONE! Come join me in an Ask Me Anything discussion, live on Tuesday October 26th, 2021 at 1pm Eastern with your questions about measuring program value and I will do my best to answer them! Measuring the value of your program is one of the most important elements of learning and development, yet it remains one of the biggest challenges faced by learning leaders today. Why is that? Often, there is a lack of confidence, a lack of resources, and a lack of knowledge on knowing what to measure, how to measure and what to do with the data once you have it. Measuring value does not need to be intimidating - think of it as a journey, and not a project. Getting started with value measurement can be as simple ...

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Recent Blogs List

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  • Posted in: Percipio

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    13 people recommend this.
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