January 14, 2013
Investments in Employee Training… Are You Getting a Big Bang For Your Buck?
Date: Wed., Jan.23, 2012
Time: 10am PT / 1pm ET
Duration: 30-45 Minutes
Join host Bruce Belfiore and Susan Osborne, Strategic Learning Specialist with BenchmarkPortal, as they discuss Investments in Employee Training. Organizations that make large investments in people typically have lower employee turnover, which is linked to higher customer satisfaction and profitability. On average, companies are investing $1,200 per employee in training. Are those investments paying off? Susan McDonald Osborn, Call Center Learning Strategist, will present common flaws in training programs and provide practical strategies for ensuring that training dollars translate to performance on the call center floor.
Broadcast monthly, directly over the Internet to your desktop, CallTalk covers informative and educational topics that impact today's call center. This show is hosted by Bruce Belfiore, CEO of BenchmarkPortal. It is aired without the participation of vendor sponsorship, so that topics are free from their influence and guided solely by the needs of our listeners.
Susan has more than 25 years of progressive experience in performance improvement interventions. She brings expertise in instructional design and project management experience, as well as a master’s degree in human resource development. Most recently, Susan architected the 2010 U.S. Census Call Center training solution and led the training development, deployment, evaluation, and operations across the nation. Susan, while an employee of a large training development company, provided program management and instructional design services to organizations such as Wells Fargo Phone Bank, JPMorgan Chase, Prudential Insurance, Wyeth Pharmaceuticals, BMW North America, and the Forum Corporation. Susan has exten sive experience in the government sector as well. Some of the agencies Susan worked with are Department of Housing and Urban Development, Department of Transportation/Federal Aviation Administration and Federal Highway Administration, and the U.S. Army Drug and Alcohol Operations Agency.