The ASTD or the American Society for Training and Development surveyed 2500 firms. They had found that firms conducting comprehensive training get 218% higher revenue and savings per employee. The question has rarely been if training works? It’s, almost always, been, how can we train better, more efficiently, faster, and so on. This is where organizations have turned to eLearning. eLearning improves access to training, provides context, and reduces costs. This is in addition to benefits like an increase in productivity, better employee engagement, and fewer errors. The advent of technology and its incessant growth has transformed how US organizations recruit, analyze, work, educate, and train staff.

But, this blog is for those out there who have yet to embrace eLearning. This post identifies 4 signs from the world at large, 4 omens that must portend the inevitable arrival of eLearning.

  1. Technology explosion – In early 2008, 3 million iPhone devices were used all across the globe. In 2013 December, more than 400 million iPhones and 1 billion smartphones were shipped to customers worldwide. Cloud Computing has equally convincing data. From $41 billion in 2011 to $241 billion in 2020, Cloud Computing is following through on its promise to change the face of Technology and business. Surveys from names like Deloitte and MIT indicate that more than 90% of firms will be digitally transformed in the next few years. Most humans now spend more time online in their waking day than they do offline. This means that technology is helping organizations do more, in less time, at reduced costs, and with greater impact. Corporate training must similarly leverage the power of technology. This must mean a turn to eLearning.
  2. Demographic shifts in the workforce –The global workforce includes people from all age groups. But, the percentage of millennials is higher and expected to reach 75% of the total worldwide by 2025. That apart, the Baby boomers, for work satisfaction and due to financial constraints, are refusing to retire and are trying to extend their working years. These two trends in demography have produced a workforce with a wide spread of ages and experiences. This has created communication, collaboration, and skill gaps that require efficient and quick addressing. If you are facing these demographic shifts in the workforce then it’s time to adopt eLearning for more personal, contextual, and accessible training.
  3. Rising employee expectations – It’s a competitive market out there for talent. The most capable and the most promising employees out there want their organizations to make a greater effort for them. They want support to do their jobs well. They demand enablement, they value engagement, and they want to perform -all they ask is their organizations give them the ammunition to do so. The best way to draw the most out of the capabilities of the talent is to provide them with the information and training they need -when they need it. This is a case for eLearning for sure.
  4. A scarcity of specialized skills – Most will agree that in a challenging business environment, the key need of any organization is to build the capability of their workforce. This means recruiting the right people, training them in the skills that they lack, motivating them to perform, and keeping them engaged as they go about their job. The modern workplace demands some key new skills. Skills in mobile computing, software engineering, big data analytics, advanced manufacturing, and automation are among those required across verticals. Organizations are struggling to meet the skill demand. Projections are of a shortage of more than 35 million educated and skilled workers by 2020. Clearly, an organization capable of employing, retaining, and developing a high-performing workforce, with such specialized skills, will outperform its competitors- and isn’t that where eLearning should play a starring role?

Globally organizations of all sizes now believe that retention and engagement of employees are among their top priorities. Employers worldwide are doing everything they can to motivate employees to perform to the best of their capability. Most managers know that employees want to learn, and they want to widen their skillsets. The business case is strong, the enabling factors are in place, and the benefits are there to be had -the question is, when will your organization adopt eLearning?


Happy and motivated employees often create successful organizations, especially in the retail and hospitality industry. Here their role is critical in ensuring customer satisfaction and drive value. Businesses with a strong learning culture enjoy 30-50% higher employee engagement and retention rates than those that don’t. It is also true that in industries like retail and hospitality, empowering and equipping employees with the right skills is essential to create an outstanding customer experience. Although modern training programs can positively drive organizational revenue, contrary to popular belief – online retail and hospitality training through mLearning initiatives may not deliver the expected results. Let’s find out why!

What makes online retail and hospitality training different?

The retail and hospitality industries are extremely fast-paced and are characterized by several distinct features that make them very different from others.

Retail

Hospitality

With customers becoming increasingly demanding, employees have to constantly be trained on the latest in the market – technology, processes, marketing tactics etc. Attrition levels are extremely high, that makes training employees a challenging task.
As eCommerce cuts into the brick and mortar retail market, demotivation and dissatisfaction among retail employees is ever-present. The fast-paced nature of the industry offers very little time for skill upgrade and training.
Since many retail jobs are entry-level, training generally focuses on getting them ready for the job as quickly as possible, and not on honing their skills for the long term. Because a large part of the workforce is temporary, investing in training programs is, at best, a temporary measure.
With employees expected to possess a variety of skills – from product knowledge to communication skills, product availability to customer service, business awareness to selling skills – training every employee on every skill is not easy. Since the workforce comprises people from various educational backgrounds, they have to be trained on myriad different skills
As large retail organizations set up stores across geographies, getting together all employees for a training session is not possible. Considering the fact that employees are distributed across several locations, offering a unified training program is a herculean task.
During Thanksgiving and Christmas, seasonal workers constitute a major portion of the workforce. This is a training challenge in terms of timing as well as scale. With a sizeable population working part-time, expecting them to take up training courses after their work hours is not feasible.
Multi-location retail employees also have to be trained on the appropriate language skills – which is extremely time-consuming. With the regulatory and compliance landscape getting more and more complex, regularly training employees on new requirements is challenging.
With customer experience being one of the most critical factors for success, employees have to constantly be trained on innovative marketing, communication, and customer service techniques. As new jobs are being created at an alarmingly high rate and employees are expected to be multi-taskers, providing the required training to every new employee is quite a task.
As new products keep coming in, training every employee on the features of every product is certainly an arduous task. With a large percentage of the workforce comprising millennials, training has to be extremely engaging, intuitive and interesting.

Why mLearning will fail?

Due to the distinct characteristics of retail training and hospitality training, both face several hurdles and challenges. mLearning has been thought of as a natural training avenue in this scenario -after all, everyone has a smartphone, this lends itself well to self-learning, and content can be made fun and engaging. But there is a high chance that mLearning will fail.

Here’s why. Despite the fact that online retail and hospitality training through mLearning courses can be accessed from any device and from any location, a vast majority of retail and hospitality establishments have stringent guidelines around the use of mobile devices during work hours. Since success in these industries depends on the effectiveness of interpersonal communication and customer service, employees cannot be glued to their mobile phones when they are actually supposed to be interacting with or servicing customers.  Most organizations do not permit the use of mobile hours during work hours – employees can only access them before or after work, or during breaks. Also, since most workers are paid by the hour -the organizations cannot expect them to access training materials over the phone on their own time.

With such restrictions on mobile phone usage, offering an mLearning training program is potentially a recipe for disaster. Instead, opting for other forms of online retail and hospitality training that can be accessed on computers and personal PCs is a better option. Making these workers train outside their usual working hours definitely sounds bad; but, is there another solution to this? Training cannot be downplayed for any reason, if your employees are being paid for the services they offer, it is important that they offer their best. And, this can only be achieved through training.

What you can do?

We all agree that eLearning is an indispensable part of every retail and every hospitality organizations training strategy. That said, a solution to the mLearning problems is to offer a modern, mobile-like interface on a dedicated PC or a tablet for training. These are also online retail and hospitality training solutions; it is just that they aren’t mLearnign or mobile learning.

  • By providing every employee with a distinct login, you can enable individual access to training content and resources based on their convenience and availability.
  • You can include all levels of content across all jobs and enable high responsiveness through the use of modern eLearning elements like augmented and virtual reality (AR/VR), microlearning, gamification, machine learning and analytics and more.
  • Through constant updating, you can align the training program to suit the needs of the role and the market, while simultaneously making training flexible and efficient.
  • Employees across departments and locations can log in on the dedicated device whenever they get time and complete the courses that have been assigned to them.
  • Personalized notifications and alerts can remind employees to take the upcoming course, be on top of their work, and ensure great customer experiences.
  • Such self-directed courses can enable staff to learn at their own pace and reach learning objectives in their own time.
  • Using self-assessment tools, employees can even receive instant feedback and drive focus on improving in areas that need more attention.

With the retail and hospitality industries working 24×7, an eLearning approach like this is the best way to enhance the skills of your workforce and get trained on their job most efficiently. It’s mLearning -just not as you know it!

At eNyota we provide multiple online retail and hospitality training options for your organization to choose from. We believe in guiding our customers along the right path, and ensuring your success is our foremost priority. Do drop us a mail at contacus@enyotalearning.com or click here and one of our representatives will connect with you to better understand your needs.CTA_Banner


With several major technology advancements, a growth in the number of internet and mobile users, learning flexibility, and easy accessibility, the eLearning market is all set to reach $275.10 billion by 2022. In a highly competitive business landscape where refining skills have become more important than ever, eLearning is enabling businesses to achieve better employee engagement and retention. However, since eLearning courses are a major business investment and never a one-size-fits-all, they have to be customized to meet the needs of individual learning groups. Several factors impact the overall eLearning costs of your project:

Volume

The duration of courses and the number of course elements have a major role to play in determining the eLearning costs of your project. While you can use short, simple and text-only courses to impart basic information, to impact more involved skills, you might need to embed several complex course elements spread over a fairly large period of time for improved understanding. The size and type of your course can impact the overall cost in a large way.

Complexity

How much your eLearning costs also depends on how complex your course is:

  • You will need to consider the cost involved in bringing together content for your eLearning project and presenting it in a concise and relevant manner. Since today’s digital learners are always pressed for time, they have no time to go through elaborate course content. Hence always include only the essentials to keep your costs under control.
  • Since eLearning courses cannot rely on a face-to-face instructor, your project cost depends on the desired level of instructional design. From basic programming to converting existing classroom training course materials into an eLearning format or creating new course objectives and content for result-oriented learning – the course design you choose will add to your project costs.
  • Employing interactive elements such as videos, games and simulations will have a direct bearing on your project cost. Depending on your need, you can choose from basic interactive features to very complex ones that tap into learners’ thought processes and encourages them to explore new information, collaborate with others and make decisions. Do you know? A highly interactive course can cost almost two times as much as a basic eLearning course.
  • The purchase and inclusion of dynamic UIs, creative design, and modern media elements will also add to your project costs. Although they make eLearning fun and engaging, they needn’t be included in every course. Understand the audience you are catering to and know what you need them to achieve through your eLearning course.
  • How responsive your course is will also impact the overall pricing. Since responsiveness is a key element of eLearning courses today, you need to take into account the cost of the responsive design tool as well as the effort that goes in to ensure multi-platform friendliness and easy navigation.

Technology

No matter how basic your eLearning project is, technology will always impact your eLearning costs:  

  • The cost of integrating your eLearning project with existing Learning Management System (LMS), your HR Management System (HRMS) or any other enterprise system to enhance access and adoption will have to be considered. However,
  • since integration can be done at a later stage, start by setting up the most basic integration option and combine complex systems later.
  • As mobile usage surges, offering your eLearning course through mobile channels has become a requisite for providing a more engaging learning experience. Enabling mLearning, although necessary, is also costly. So, make sure to include only those aspects that you think are absolutely essential.
  • The cost of technology-driven features such as personalization and analytics is also important to improve the adoption and effectiveness of your eLearning project will need to be considered.
  • Choosing between an authoring tool or custom development will also decide the cost of your eLearning project.

Team Size

No matter how simple or complex your eLearning project is, you will need to bring together a team of professionals to create training materials and manage your eLearning project. Depending on your need, you will have to take in the costs of SMEs, instructional designers, project managers, researchers, content managers, video editors, proofreaders, graphic designers, software developers, animation experts etc.

Project Duration

Your eLearning project cost will also depend on the time you take to develop it. Time taken will depend on a variety of factors such as information availability, audience understanding, SME availability, design experience, technical expertise, and review experience; hence clearly define your learning objectives and choose a reasonable time frame to ensure the project is completed within cost constraints and at the expected quality.

Development Model

There are two ways in which you can develop your eLearning project: you can either develop it in-house or offshore the project to an experienced partner. The price of eLearning will depend on the model you choose. In-house development is often more expensive, you will need to take into account operating costs including the purchase of advanced tools and the costs of training existing staff for development purposes. Outsourced partners can leverage economies of scale, shared resources, and established methods and processes to create efficiencies that help save costs.

Conclusion – Determining eLearning Costs

As modern trends and technologies transform the market, developing cutting-edge eLearning projects in a dynamic environment is extremely challenging. Since several factors impact the price of eLearning projects, it is important to understand and analyze each course and the audience for which it will be developed. With a good sense of the variables, you can not only achieve your eLearning objectives within the time and budget constraints but also achieve a high ROI.

eLearning Costs should be determined based on your organization’s needs. When engaging, immersive, and informative learning is the objective or creating an environment of continuous learning and development is the foremost priority, cutting back on eLearning costs should not be looked at as an option.

Various elements come together to decide the price of eLearning projects. To know more about the low cost of eLearning or custom pricing for custom courses, do reach out to us at contactus@enyotalearning.com or Click here and one of our representatives will definitely help you understand eLearning Costs and its parameters. At eNyota Learning, we have over 11+ years of experience to back this up!Webinar Sign-Up

 

 


For large organizations with a distributed workforce, compliance training is a key focus area. This is necessary to ensure employees are educated on the laws, regulations, and policies that apply to their day-to-day job responsibilities. Compliance training is essential for several reasons – to ensure compliance that drives better process adherence and performance, to avoid legal liability for violations, and to add business value and ensure competitive advantage. Many organizations find compliance training hard, but it doesn’t have to be. Let’s look at all aspects of this discussion!

The growing importance of compliance

As companies expand across geographies, the complexities of regulatory and compliance requirements are growing. Different regions have different laws, rules, and regulations that demand different compliance levels. Non-compliance can result in hefty fines, seizure of company assets, litigation costs, jail time or even forced closure. In the modern day, organizations need to enable compliance training on a wide array of topics, including health and safety, cybersecurity, discrimination and harassment, sustainability, diversity in the workplace, competitor dealings, insider trading, intellectual property rights and more. It’s clear that compliance needs across sectors are growing:

  1. In the retail industry, companies with international supply chains need to meet the evolving compliance requirements. From import and export rules to customs declaration, GDPR, food-safety and product quality – failing to meet any regulatory compliance requirements can further drive costs and impact share price, analyst opinions, and customer sentiment.
  2. In the hospitality industry, due to the highly distributed and decentralized nature of organizations, meeting compliance requirements is specifically hard. With several temp and hourly employees having to deal with several disparate central reservation systems, POS systems, finance, sales, guest relations, catering and physical security systems that tie into the network, organizations have to continually evaluate new policies and drive adherence to them to avoid violations and save their name.
  3. For restaurants and chains, training across compliance aspects such as food handling and safety, HACCP laws, employee rights and wage laws, fire, cleanliness, permits, and more is extremely important. Non-compliance with any regulations could result in substantial penalties, including expensive illness-compliance violation penalties, lawsuits, dented reputations, and even forced closures.
  4. In the insurance industry, compliance ranges from anti-money laundering, anti-corruption, data security and privacy, fraud management, claims management and more. With a growing network of sales agents, technology, shareholders, and regulators, the complexity of compliance requirements is only increasing.
  5. In the pharma industry, globalization and increased competition have led to an increasingly complex compliance ecosystem around international regulation, standard operating procedures, supply chains and product/process requirements. To succeed, companies have to accurately understand international regulations, processes and product technologies and facilitate change to drive business benefit.

Need for training

No question then, that regulation and compliance are becoming more and more complex. With the cost of non-compliance pegged at 2.65 times the cost of compliance, effective compliance training is becoming extremely crucial for organizations. This is now a must to mitigate risks and ensure there are no violations or penalties. Today, compliance is more than just ticking a box to meet minimum requirements. It is a pre-requisite for growth and profitability. This is about more than just policies. It’s about equipping your employees with the right skills to handle the complexities of laws and regulations—and do their jobs more safely and efficiently—all this with the shared goal of being a truly compliant and reputed organization.

How can eLearning help

In order to ensure you don’t violate company policies or the law of the land, eLearning can make compliance training fun and engaging instead of the rigid and uninteresting undertaking that most employees have dreaded for ages. Through eLearning, you can:

  • Present boring compliance material in a more attractive and interesting manner through the use of images, animations, and videos.
  • Add credibility and effectiveness by helping employees understand how compliance applies to their own day-to-day jobs through role-playing scenarios.
  • Significantly cut down on costs and make compliance training materials available online for employees to access anytime, anywhere, using the device of their choice.
  • Gauge the level of understanding through online tests, quizzes and assessments; if you think some company policies and laws are still unclear, you can automate follow-up to make sure employees are well-versed with them.
  • Engage employees through story-telling mechanisms that make compliance training fun and easy to digest and remember.
  • Mention success stories that arise as a result of following company policies and conversely, about consequences that can arise when someone doesn’t.
  • Present lengthy and verbose compliant content in small chunks through microlearning and increase the impact of training.
  • Involve employees in compliance challenges that mimic real-life scenarios through gamification and drive them to demonstrate high levels of compliance. Employees can take control of their own learning path and make learning more personalized.
  • Drive self-motivation by reinforcing a sense of personal responsibility. Engaged learners are more likely to apply what they have learned in their work.

Make Compliance Training Fun

Although many companies consider compliance training a big challenge, it’s perhaps not as bad as it is thought out to be. By leveraging eLearning, you can make this, admittedly, dry yet important compliance content easily available and accessible across devices and present it in the most engaging, fun, and interesting ways. Through eLearning, you can make compliance training a continuous and personalized process, rather than a singular, isolated event, and also make it fun.

Ensuring your compliance courses are effective is very important. We at eNyota have developed countless compliance courses currently in use by organizations across the globe. If a compliance course is something that your organization needs, reach out to us at contactus@enyotalearning.com or click here and we will get in touch with you right away!

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Competitive advantage today rests on human capital. The increasing complexity of jobs, globalization and the transition to a knowledge-based economy from a resource-based one makes this key. Owing to this, organizations are looking at their human capital as strategic assets. And it is now essential to engage and empower employees to maximize their productivity. It is interesting to note here that according to research, “69% of employees are more likely to stay with a company for three years if they experienced great onboarding”. Another study suggests “Organizations with a standard onboarding process experience 50% greater new hire retention”. Empowering and enabling new hires becomes essential since the costs to recruit and train new employees are higher.

This is where onboarding becomes important. But what is more important is to create engaging onboarding experiences so that the new hires can adjust and adapt to the social and performance aspects of their designated job roles fast. This exercise is supposed to arm new hires with the right knowledge, behaviors, skills, and attitudes so that they can function with maximum efficiency once this process is over. So how can organizations make sure that their onboarding program is effective to achieve this? The answer may lie in taking an integrated approach.

Training

The training needs of a junior employee will be different from that of a senior level employee. Onboarding experiences thus have to be tailored to help them understand how they fit into their respective roles. For example, a senior level employee doesn’t have to understand the nitty-gritty of how they fit into the organizational structure. It has to be more about the range of the company’s operations, their values, and the corporate culture. Training of junior level employees must be more comprehensive and detailed, accounting for the processes, roles, and responsibilities, corporate culture, and help them understand where they fit in and how their role contributes to the organization’s growth story. Taking a ‘one size fits all’ approach won’t contribute to the success of the onboarding program.

Tools and Processes

Leveraging the right tools and processes can help the employee onboarding program provide a more integrated experience by making it more organized. Using these tools, HR managers can make sure that the onboarding checklist they have created is getting completed on schedule, the roadmap for the onboarding journey is optimized, and communication with the new hire and the team is streamlined. These tools can also be leveraged to give new employees access to corporate content and knowledge repositories to enable self-service.

It also helps to have a structured process in place to optimize the onboarding experience. The aim is to ensure that the new hires are not jumping through hoops trying to figure out the next steps. Processes have to be so structured, comprehensive, clear, and easy to access that at the end of the onboarding exercise the new hire can hit the ground running. And in case they fall, they know which process will help them stand up and reclaim their space. Using the right tools, new employees can absorb information when they want and show them where to find the right information.

Data-Driven

Today, we can only manage what we measure. With a sea of data available at our disposal, achieving this can become easier. It is now essential to measure the success of training initiatives to ensure that it achieves its purpose. Leveraging the data generated by training initiatives, organizations can measure and then proactively manage the learning gaps. Data also helps in creating contextual training material, one that is more targeted, specific and hence helps in better knowledge absorption.

You never get a second chance to make a first impression. With data at your disposal, you can create a great first impression on the employee. Instead of giving them mountains of irrelevant material to consume, they can be exposed to just the things that will matter to them.

Personalized and Contextual

Talya Bauer, Ph.D., author of Onboarding New Employees: Maximizing Success says, “The faster new hires feel welcome and prepared for their jobs, the faster they will be able to successfully contribute to the firm’s mission.” Given that even our shopping experiences are personalized, why shouldn’t onboarding be the same? Personalization is the key to making an employee feel welcome and to help them understand what is expected of them. This helps them settle into their new roles in an organic manner. Personalized onboarding experiences increase employee engagement, reduce turnover of new employees, and helps to ramp up faster. This can help new employees become productive faster and can reduce new employee turnover.

Personalization also means acknowledging the learning needs of each individual as all have different learning preferences. Giving the new hires the freedom to consume the information in a device-agnostic manner ensures that all the content meant for consumption gets consumed.

Embracing technology to make your employee onboarding more integrated ensures greater clarity of information and sets a standard of quality for the new hires. We also have to consider the rising millennial population in the workplace and ensure that the onboarding processes resonate with them. Millennials want a structured way forward…they want to know with great clarity what is expected of them and what all they need to do to progress. Sticking to the traditional employee handbook to familiarize people with the organization is just not going to make the cut anymore.  It’s time for a more integrated approach to new employee onboarding.

An Integrated Approach to Employee Onboarding


Millennials, the name given to the generation born between the 1980’s to the early 2000’s, are on the road to becoming the largest part of the workforce. It is estimated that by 2025, these millennials will constitute approximately 75% of the workforce. Born in the digital age, this set of people have a different set of motivations and different expectations, both from their life and their workplace. Millennials, I believe, have been a misunderstood lot. They are often called entitled, lazy, a bit too straightforward for comfort, spoilt – the list, though factually quite incorrect, is quite long and nothing more than a set of gross generalization that stops us from looking deeper at their inherent qualities.

I have often observed that these adjectives used to define millennials stem from a poor understanding of their psyche. It’s not that millennials are lazy or inefficient. They just want to do their work faster and better. This is the generation that believes that time on work is far more important than time at work. They will look for ways to do a job faster and better. They will object to things that were considered normal in the age of the baby boomers. In the days of the boomers, employee engagement and enablement did not feature on any organization’s priority list. That generation expected nothing different. The employee handbook was the onboarding experience and annual performance reviews sufficed for feedbacks.

The millennials, however, would object to these conditions and rightfully so. A workplace has to be motivating and inspiring. Given that a significant amount of time is spent at work, why should the expectation of an enriching experience be ‘too much to ask for’? Almost 60% of working millennials feel that opportunities to learn and grow on the job are essential for them. Only 40% of the baby boomers thought so. Gallup says, 9 out of 10 millennials believe development is important at work. A Fidelity survey discovered that millennials felt that the quality of life at work ranked higher than a fat salary.

In these changing times, how can employee enablement strategies remain the same?

The quest for instant productivity

With a different set of motivations, it is clear that enablement strategies of the past (even as they were) must get a makeover. This is because millennials want to hit the ground running. They want to feel capable and confident in their jobs from the word ‘go’ and want to start making an impact as soon as possible.

Skilled learners

They are also skilled at implementing their learning. Pitching the same old boring training routine to them is only going to be counter-productive. Training has to be pitched as a learning and development opportunity and must have a quantifiable outcome.

Mobile – this is where the action is

We also have to accept that we cannot take the mobile out of the life of the millennial. Being brought up in the age of technology, the mobile is actually a powerful and a very relevant tool that organizations must capitalize on to drive their enablement strategies. Mobile brings enablement closer to where the employee is…where the work really happens. Enabling onboarding experiences and making all training and learning opportunities mobile-friendly will drive better knowledge transfer and retention.

Quality trumps quantity

It’s not about the number of enablement strategies that you have but the quality of those enablement experiences that run this generation. For example, text heavy, long, and tedious training processes can easily be replaced with bite-sized content that reduces cognitive load. Video, gamification, storytelling, social connect etc. are aspects that can be leveraged to make training content more engaging as well as to facilitate knowledge retention. Personalization also comes in handy to improve the quality of enablement experiences and the data generated from them are a valuable information repository to proactively identify learning gaps and mitigate immediately.

Mapping opportunities for growth

The end of the year appraisal for performance feedback will soon be a relic of the past. Millennials want enablement to open up opportunities for growth. For this, feedback has to be proactive and action has to be immediate. This again ties into having a dynamic learning plan that accommodates the learning needs of this demographic and that can be disseminated with ease in a device agnostic manner.

Enablement has to lead to empowerment

Millennials will only commit to the growth of a company when they see enablement strategies targeted towards their empowerment. Organizations thus have to create dynamic learning initiatives that allow for proactive course correction when needed. This will give them the learning they will need to compete in real-world scenarios and give them the means to learn continuously. With more learning, they will feel more empowered to do their jobs better and hence will be more engaged at work. Given that the millennials are the best-educated generation in history, education and learning play a big role in their lives. Enablement thus has to be driven through education. It must help alleviate boredom at work and give them learning opportunities to pick up ‘what they want to learn’ versus training on ‘how to do your job’.

The millennials are coming, and organizations need to now learn to adapt to and attract this talent pool. This generation has a sense of ownership and is attracted to new learning opportunities. Enablement strategies thus need to accommodate this big change in thought and create a learning culture that is woven into the fabric of the organization. By doing so not only will organizations have a loyal workforce but will also be able to uncover latent talent.

Reach out to us at contactus@enyotalearning.com or click here for a free consultation call with one of our services experts. With +11 years of experience and +100 happy clients, we know exactly what your millennial workforce wants – to include some form of eLearning into their current mix, gradually turning the entire process of cost-intensive traditional training activities into a cost-effective eLearning program.

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eLearning content comes in different sizes and formats with endless combinations to suit the different needs of different organizations across diverse industries. When you are looking to implement an eLearning strategy in your organization, you will inevitably face the decision of either choosing a bunch of readymade courses or developing a custom eLearning program. So how should you make that call?

The answer depends entirely on the industry you operate in, the type and size of the audience you are catering to, and the intent of your training program. For example, if you are in the restaurant business and want to train your employees on government-prescribed health and safety standards, it’s probably best to choose a readymade course that specializes in this area – it makes no sense to reinvent that particular wheel. However, if you are in the insurance business and want to train your sales force on the latest investment-linked product you have just launched, custom eLearning development that taps into the specifics of the product features and benefits while taking into consideration the skill level of your sales team makes more sense. Having said that, here are the reasons when you should choose one or the other.

Readymade courses work best in situations when:

  • You need to train employees on generic content: Readymade courses are relatively cheap and require very few internal resources to manage. They are ideal for providing generic eLearning content: from safety training to basic product information, soft skills to compliance training. However, since they are not designed to meet the unique needs of your organization, they do not address specific goals and therefore, might provide you with information that is irrelevant too.
  • You have budget and time constraints: Readymade courses are ideal for organizations that have budget and time constraints. Since ready-made courses can be used again and again for multiple different users, they are extremely cost-effective. Moreover, you can also use individual components, modules, media elements and animations for different purposes and contexts. They also help save a great deal of time, since most of the content is already developed and available to buy from a ready catalogue.
  • You have just a few employees: Since readymade courses come with subscription or license costs, they can get expensive as more and more user licenses need to be purchased. For example, if the monthly cost per user for a readymade course is $20, in a span of 2 years, the organization will incur around $480. But if there are 100 employees, the training cost will shoot up to a whopping $48,000!

Custom eLearning courses work best when:

  • You need to train employees on organization-specific content: Although custom eLearning projects are costlier, require high design and development skills, and take longer to develop as compared to readymade courses, they can meet your organization’s specific training needs. They can be used to train a highly specialized audience effectively. Custom eLearning courses are ideal when you have to train your employees on aspects that are specific to your organizational culture or processes: from onboarding to employee enablement for company-specific rules and regulations, organizational process training to product-specific sales training. Also, they do not require you to purchase additional licenses and can be easily modified as and when required since you have complete ownership of the content.
  • You are catering to a varied audience: If your audience is varied with people from different ages, backgrounds, countries, cultures, learning needs, and abilities, a custom eLearning course will ensure each course is designed for their learning needs and abilities – without being redundant or challenging. Since every learner will have his/her own technical requirements, limitations and preferences, developing custom eLearning courses with just the features and activities your learners need, will result in better outcomes.
  • You operate in a dynamic industry: If you belong to an industry where new developments happen regularly, custom eLearning courses can help you keep up with the latest industry developments and trends. You can periodically update your courses and ensure they provide meaningful learning content that is always current and topical. Custom eLearning courses also work well for businesses that are growing; if in the near future, your company expands operations to other countries, you can easily create multilingual versions of the same course and embed culture-specific aspects, without affecting the learning impact.

Better Together

With the eLearning market expected to be worth $200 billion by 2024, the growth of the industry is set to be colossal. Generic, one-size-fits-all, off-the-shelf readymade courses work well for organizations looking to impart basic knowledge such as how to use basic software or information security best practices. However, if you are looking to provide training in core business practices or organization-specific software and systems, you should consider developing a custom course from scratch as per your needs. In the end, there isn’t a formula to help you decide when to use a readymade course and when to go for custom eLearning development. In most cases, a combination of the two works best: readymade courses can cover all the general training topics and custom eLearning courses will capture your organization’s unique requirements and competitive advantages. The synergy can make your training more impactful and effective – while providing better ROI.

If custom courses are what you are looking for, we at eNyota have 11 years of experience in building them for corporates located in the US, UK, Europe, and Australia. Our custom courses range from simple slide based courses to custom animation and simulation-based courses. If you’re interested in knowing more click here and one of our sales personnel will get in touch with you shortly!
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Today’s marketplace is incredibly competitive. It could even be said that more than your product offering, it is the quality of your customer service that will make or break your organization. According to a report, businesses lose as much as $41 billion each year just to poor customer service. The task is made more complex by the various kinds of touchpoints where employees interface with customers, the call center, the store, and even online. This is exactly why many enterprises invest heavily in training their customer-facing workforce to equip them with the skills needed to deliver impeccable service. However, simply training the customer-facing workforce to be polite and patient does not guarantee great service. And the “treat people as we want to be treated ourselves” is also inadequate in today’s dynamic world of customer service.

to include some form of eLearning into their current mix, gradually turning the entire process of cost-intensive traditional training activities into a cost-effective eLearning program.  Today’s marketplace is incredibly competitive. It could even be said that more than your product offering, it is the quality of your customer service that will make or break your organization. According to a report, businesses lose as much as $41 billion each year just to poor customer service. The task is made more complex by the various kinds of touchpoints where employees interface with customers, the call center, the store, and even online. This is exactly why many enterprises invest heavily in training their customer-facing workforce to equip them with the skills needed to deliver impeccable service. However, simply training the customer-facing workforce to be polite and patient does not guarantee great service. And the “treat people as we want to be treated ourselves” is also inadequate in today’s dynamic world of customer service.

How is this different?

When customers reach out to you they do so mainly because they have an issue they can’t seem to solve on their own. When this happens, they expect the response to be knowledgeable, professional, and courteous. They need help to navigate quickly through your processes for a quick solution. Since customers don’t always behave like you would like them to, teaching the customer-facing workforce to simply read from a script in such situations just won’t work.

Your customer-facing workforce requires to display high levels of efficiency, competency, and customer-centricity.  They need technical training on how to use the enterprise software such as CRM for quick access to billing and shipping information, past transactions, sales information, and up-to-date product and service information. This is a varied and complex bundle. Here are 5 reasons how training the customer-facing workforce is different:

  1. Catering to new needs: Even though today’s customers are technologically-savvy, they still expect the customer-facing workforce to be experts. Unlike training other staff which could be a one-time activity, training the customer-service workforce must be ongoing. They need access to an updated knowledge base and to be equipped to offer the most current and relevant advice and assistance. Training the workforce on dynamic product details such pricing, discounts, coupons etc. that change all the time, as well as educating them about all possible queries must be done on a continuous basis for improved customer service.
  2. Providing quick service: The customer’s time is precious. Responding to the toughest of queries must be done with utmost urgency. Therefore, the knowledge of the customer-facing workforce must extend beyond just the product and service being offered; their training should include how to use the enterprise system to quickly retrieve information. They need knowledge of workflows and business processes, so they can escalate issues as required. All this needs to be done at in the quickest possible manner for quality customer experiences.
  3. Assessing customer behavior: Customers can be of various types: a potential customer who wants to learn about your product, a new customer who has a fair idea about your company but wants to know more, an impulsive customer who will make a decision based on the response of your customer-service agent, an unhappy customer who is dissatisfied with your product or a loyal one who trusts you blindly. Assessing each customer’s behaviour and personality and dealing with them in the most appropriate manner is important. By investing in behavioural development and using real-life scenarios for training, you can equip your customer-facing staff with the skills required to tailor their approach for each individual customer.
  4. Being courteous: Training folks in other departments usually involves imparting skills on company operations or process knowledge and perhaps, not really people skills. But the customer-facing workforce needs to be trained on how to talk to customers, how to respond to their queries and how to resolve them. Knowing how to be efficient and courteous is a skill that can be taught, and then must be practised over and over again. The customer-facing workforce has to be trained to be polite, courteous and professional.
  5. Dealing with frustrated customers: Not all customers who reach out for customer service are patient and courteous. Very often, customer-facing agents also need to deal with upset and frustrated customers that make efficient service difficult. Therefore, training the workforce on how to effectively work with such customers is important so that issues don’t escalate to become problems. They have to be exposed to a variety of situations and different stress-levels, so they are equipped to deal with the real deal when it occurs. It is only when your customer-facing workforce shows professionalism, even in the most trying circumstances, that you can safeguard your company’s image.

Handle All Possible Customer Service Situations

First impressions are vital. When customers get in touch with an organization, they want to be taken care of, want their issue resolved and want to feel in control. Customer facing folks are under a lot of stress and pressure while catering to customer queries. They are under pressure to offer quick and impactful solutions. In situations where one interfaces directly with the customer, very often, what you say is not important; how you say it matters. That’s where a good training program can pay off.

With training, you can enable your customer-facing workforce to have the skills and confidence to handle all possible customer service situations and offer the best of service tailored to each individual: from the curious to the demanding, the first-timer to the eager, the difficult to the impossible! By training your customer-facing workforce to tackle each customer as an individual, you can guarantee that you have a legion of happier customers in the making.

At eNyota learning, we deconstruct the existing customer-facing processes your employees follow and help you fine tune it by deploying eLearning courses designed to train and develop your teams soft and behavioural skills, making them better at customer grievance addressal and providing world-class support. If you want to know more on how we can help your customer-facing team with their training and development needs, please reach out to us at contactus@enyotalearning.com or sign up here and one of our representatives will get in touch with you.
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The internet has fundamentally impacted how we live and work. Unsurprisingly, it has impacted the training industry as well. Organizations have also experienced a shift in the way knowledge dissemination happens. Add the rapid growth of the millennial population in the workforce and the old (training) dog has no choice but to learn new tricks.

The rise of eLearning has been a response to the changing dynamics of the training landscape. Today, eLearning has become a mainstay in the enterprise landscape. An increasing number of learning and development initiatives are adopting this training method. After all, the skills of the workforce need to evolve with the speed of business today. Thus, training initiatives have to move at the same pace rather than just address the needs that were relevant yesterday.

Businesses today are not just looking at training as a basic onboarding activity. Training is a core component of their employee engagement strategy and a medium to equip their staff with core competencies and technical skills that align with the company’s business goals. Employees are being valued as assets and enterprises are developing a culture of continuous learning. This shift has taken place primarily because of the constant evolution in business dynamics, evolving technologies, and an ever-developing market. In such an environment relying solely on classroom training is a huge drain on resource time and can be a logistical nightmare to manage as well.

The classroom to catalog shift, and the disruption

The inevitable shift towards eLearning has been a welcome change in the training landscape. Training, that was initially looked upon primarily as a cost center, has been able to deliver greater value to re-skill or upskill a workforce. It provided an easier and a more cost-effective way to enable learning without disrupting the daily workloads of the employees. This made training a tangible commitment to enable continuous learning of employees.

Classroom-only training companies have already realized the eLearning advantage and keeping in step with the speed of technological change have evolved. Today, we are witnessing the transformation of these companies as they reinvent themselves as catalog companies with a stream of ready courses available online. These courses cover a wide gamut of topics from business skill upgradation to technological advancements. These courses give a high-level understanding of the topic under discussion and help the users meet their target objectives without compromising on their time at work.

Sometime in 2015, LinkedIn acquired Lynda.com, an online education company with a vision to create “economic opportunity for every member of the global workforce, which is north of 3 billion people.” Now along with searching for jobs on LinkedIn, the users of this social platforms could also gain an insight into courses that would make them more employable and skilled at landing that dream job. Lynda, as an established online training company, had set a high bar for authors contributing to its courses. It ensured that all the information was presented was disseminated in a clear and understandable manner. The marriage with LinkedIn was almost made in heaven.

This marriage had disrupted training companies and has compelled them to rethink their training strategies. The truth is, there is now a wealth of information available on this platform. It now serves as a go-to source for learning for everything -from software to business issues. LinkedIn users are able to use this platform to re-skill and upskill and get certified or re-certified according to their need. When you talk of value, LinkedIn clearly gave its users the whole nine yards.

Personalization and customization – the silver bullet in the training landscape

That being said, when it comes to a business environment, the learning needs are more specific to each company, its ethos, thought process, and business goals. While much of the basic information regarding a particular subject may be available on Lynda, we need greater customization when we need to dive deeper into the details.

Also, it is now important to assess the learning needs and learning styles of each individual learner. Personalization and customization become important contributors to learning success here, especially with the millennial workforce who are geared to expect customization as a norm. Leveraging latest technology like VR, employing elements like gamification, creating courses in easily digestible chunks, providing the option to pace the course according to individual needs, creating built-in tests to confirm information absorption, using data to assess learning gaps, and providing the option to revisit problem subjects that catalog courses often do not offer. This is where customized eLearning becomes key.

Options like Lynda are a great way to get informed about and gain high-level knowledge of basic courses. For example, Lynda can be used to understand what the cloud is. However, if an organization is using the cloud to create a specific business solution to solve a particular business problem, then creating a comprehensive course on the cloud, its applications and the workings that are specific to the business objective will be more useful. Compliance training is another such example.

In Conclusion – Blended Learning may be the way ahead.

While eLearning is opening up a wealth of knowledge, there are certain aspects of training more suited to a classroom. The manufacturing sector, for example, has high and diverse training needs. They hire in big numbers and there is also a wave of technological change that this industry is experiencing. For industries such as this, where you have large numbers to train, have complexities in roles and services, and have specific needs to address, adopting a blended learning approach – one that amalgamates classroom and online training, works best. While the basic training can be online leveraging eLearning and mobile learning, the more specific part of the training that needs a more hands-on approach with tools and machines could be done in the classroom. The result? A better-trained staff, greater knowledge retention, lower downtime, and training cost optimization – this is what a match made in heaven really looks like.

Creating an eLearning course that engages your learners ensuring your organization is able to achieve the most out of its training activities is a scientific process. A team of instructional designers from eNyota study your unique business needs in detail before developing mockups, plans, and initial drafts to ensure you are pleased with the end-outcome before the actual development. You can reach out to us with you query at contactus@enyotalearning.com with your needs or click on the link and fill a form in order for us to get in touch with you.
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Half the year has flown past us in the blink of an eye. We’ve reached the point when the inevitable prep for the impending holiday season has to start. “What! Now?”, you say. “Isn’t it too soon? The holiday season is a good 4 (or is it 3) months away”. We say, well begun is half done. Especially in the retail and hospitality industry which employs a large seasonal workforce to meet customer demands. To manage the shopping frenzy occurring between Thanksgiving and Christmas and to manage seasonal peaks in tourism, the retail and hospitality industry must ensure that they are ready for the holiday season well before Santa starts loading his sleigh.

Bringing in this temp workforce is a smart strategy and has been a trend in retail and hospitality. However, training procedures often have to be shortened to get these workers up to speed with their job roles. These workers also have to be cross-trained to maximize resource utilization. This temporary workforce is thrown in at the deep end at the busiest time of the year and is expected to perform. It, thus, becomes essential to ensure that that the ‘temporary’ nature of their jobs does not impact their engagement levels and leave them disinterested in their jobs. With the whirlwind of activity that happens during this season, here’s a look at what organizations can do to ensure that these seasonal employees are battle ready for the holiday season.

Optimized onboarding

Firstly, the hiring of the seasonal workforce should not be left until the last minute. Preparing early by understanding the anticipated demands of the season is a good place to start. With the temporary workforce hired, optimizing onboarding experiences becomes critical. Retail and hospitality work environments are challenging and setting up onboarding schedules when you expect the temporary workers to hit the ground running can be taxing. However, using an LMS, organizations can create separate onboarding programs for the workers with their own learning pathways. The workforce can then access these programs from the comfort of their desktop or even a mobile app and complete the onboarding exercise.

Mobile training

The world is now mobile and Learning and Development (L&D) has to be the same. Assigning temporary workers permanent desktops can be quite a struggle and inconvenient. With people becoming more proficient using smartphones, using the mobile to disseminate training material can prove to be a welcome relief. Mobile learning (mLearning) can be utilized to train workers on processes and protocols, push content to them when necessary, send notifications and reminders, and also disseminate campaign-based content that is more tactical and specific to the needs of this workforce.

Bite-sized modules

Time is a big constraint when it comes to training the seasonal employee. Given that these employees will be joining the organization at the busiest time of the year, fitting in even an hour-long training into their daily schedule can often be impossible. When even taking a full lunch-break is a luxury, how can one take out an hour a day for training? Creating training modules that are specific, personalized, customized, and yet shorter so that they can be disseminated in a device-agnostic manner would be ideal. Bite-sized training modules that can be completed quickly to ensure greater knowledge retention and consequently better training outcomes can do the trick.

Continuous training

They might be your seasonal workforce, but you need them to be as skilled as your regular workforce without giving them the luxury of a learning curve. The training of these workers thus has to be continuous. This means giving the respective departments the capability to curate their own training programs to fill the skills gap. This also helps create a learning culture and empowers each department to proactively manage their learning and development needs proactively.

Curate engaging content

Storytelling, animations, gamification are just a few of the many things that you can use to curate engaging content. These help in fostering greater engagement with the training, make learning more effective. They reduce the cognitive overload that new workers face. For example, using a game to get an employee to learn about all the promotional offers is likely to be more effective than handing him/her a list of offers to memorize. Using storytelling to familiarize a seasonal employee with a property is likely to deliver better results than expecting him to remember it from a brochure.

Be customized and feedback driven

Since we can only manage what we can measure, the training for seasonal employees also has to be measurable and feedback driven. When it is so, learning and development departments know the areas of improvement and they can then push the relevant training programs to them. Ineffective training modules can be identified and tweaked.  Proactive feedback is also more effective and leads to better knowledge retention. So, an employee is more likely to remember what he did wrong and what the remedial measures are while he is still using the module rather than after. eLearning and mobile learning are of great help here as it makes it easier for organizations to track user behavior and make the needed changes in the training modules.

Additionally, HR departments must ensure that they have specific policies in place for the temporary staff so that they can track and compensate them for their hours spent in learning and development using eLearning.

Whether it is to capture as many sales as possible, make customer interactions smoother, processes faster, balance merchandise flow in retail or provide exemplary customer experiences in hospitality, getting temp workers up to speed for the holiday season can be a tough challenge. For shoppers and travellers, the holiday season can be pure heaven. It’s up to the businesses to ensure that they have their seasonal staff upskilled in time so the season doesn’t become a version of hell for them.

At eNyota we have designed and created over 10,000 eLearning courses used by corporate giants to train their seasonal staff globally! We provide you with a free consultation and our team of experts ensure you get the best service for your investments. To know more reach out to us at contactus@enyotalearning.com or take the time to fill out this form and we will get in touch with you shortly.
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