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Enhancing the Customer Experience through Training

Pranati Devi

HR – L &D

 

Enhancing the Customer Experience through Training

Every organization is been looking out the progress report of business through numbers .These numbers can now be increased only when you have a loyal satisfied and valued customer . Employees are the internal stakeholders of the organization . Training is beneficial to enhance both internal  & external customers . A satisfied internal customer will able to make external customer enganged .Training is a platform where in there is interaction with your fellow colleagues which in turn gives the employee an outlook about the organization along with what is happening outside beyond his work circle . In turn it reenergize the internal customer as the openess to the air increases and feels rejuvinated . Behaviour of the internal customer get reflected through his performance and delightness of his way of attending external customers .

 

Training should be prepared keeping all the job related aspects around an employee so the employee will able to connect it in a very vital manner .Connection happens than participation gets clicked in the training and the motto of training will be completed through this small exercise .Frequency of these should be more so no one feel isolated at end of his work life and not knowing where abouts of their job . As well said everytime a kick is required to start the engine so this training basically can be metaphored with the kick….

 

Customer Service is the mantra of any known business today . And this customer service will go only to boom through training … So don’t only make training calendars start implementing soon before it effect your numbers !!!!!

 

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An insight into the concept of talent brand

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NITHIN HARIDAS

Head – Human Resources

QATAR-UAE Exchange Est.

An insight into the concept of talent brand

Being employees of various organizations, we all know how much value an employer brand holds in our career. I am sure each one of you have experienced the value of your employer brands. Let’s have a sneak peek into Peter’s life. Peter is a fresh graduate looking out for jobs in Marketing. He have made a list of top employers where he believe he can build a strong and fruitful career. The inspiration to create this list is the various advertisements of the employers he have seen and the websites of the employers he have visited. How did Peter got attracted to only few employers where as there are lots of organizations that offer bright career in Marketing. Now here comes the role of Employer Brand. Every organization will position themselves as a premium employer when compared to its competitors and sends out the message about what it’s like working for them. Employer Brand is the image of your organization as a great place to work which is directly related to talent attraction, employee engagement and employee retention strategies. It is one way of Marketing where the employers try to market themselves to attract talents. No employers will ever brand themselves as a horrible place to work. Hence, there is an uncertainty involved. How will Peter identify his future employer ? Will it be only based on the way employers market themselves ?

 

That is when Peter read about Talent Brand in the latest issue of an HR Newsletter. A scenario where the employer appoints you as the brand ambassador of the organization. You being an employee working in for the organization for the past few years is given a chance to inspire the potential candidates about the work culture, best practices and attract talents. You started interacting with candidates and witnessed the level of confidence that grew in them. Now that made Peter to talk to some of the employees from his preferred list of employers. That was a brilliant idea. But still there are some hiccups. What if the organization have paid the “brand ambassador” some incentives for his role play. We can’t have a fool proof yardstick to check the sincerity when an employee talks about his organization. It is his current organization and he don’t want to risk his job with a bad mouth. Peter decided to search in LinkedIn and got some employees contact who have been previously employed by his preferred employers. That is more better. Employees who have left the organization will refer and suggest the organization only if they have received a fair treatment. Many employees have provided their honest and fantastic feedbacks and Peter was surprised to hear few comments totally contradictory with the one he received from the current employees of the organization. Now that is what Talent Brand is all about.

 

Talent Brand is the way how you, your ex-colleagues, your current colleagues and the management defines your workplace culture, actually feels about the company and what they say about its work environment. When candidates and employees experience and overall fair and positive experience during their association with the organization, it will improve the company’s reputation as a Best Employer. Recent surveys have also proved that talent brand has a significant impact on their ability to hire great talents. It helps not only to reduce the cost per hire by 50% but also will reduce the turnover rates by 28%. A strong talent brand makes recruitment process easier and employee retention figures will raise. Job posting will receive more applicants and better qualified talents will come in search for the organization rather than the organization moving in search for talents. Employee turnover ratio also will see a lower rates and workplace culture will be improved which will leads to increased employee motivation.

 

The importance of Talent Brand is tremendously rising as competition in job market is at its peak. Potential candidates are making in depth research about organizations before they join. Candidates like Peter are even preparing a list of their prospectus employers in order to ensure they invest their career in the best available one. Social Medias played an important role in helping the organizations to build their talent brand as an open communication channel between employees at all levels from various organization were possible. When market

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Impact of E-Learning in Training and Development

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Vijayashree Pathikonda

Verisk Analytics.d.b.a AIR Worldwide

Manager, Human Resources

Impact of E-Learning in Training and Development:

 Introduction:

E-learning is known since more than a decade now.E-Learning or virtual learning has made significant way in marketin last 5-6 yrs. It hasbecome a popular source of Learning & Development platform across all Industries& Education sector.

Employers globally look for various methods for continuous development of their resources and E-learning is such technology that no one can ever ask for. When E-Learning was emerging many HR’s like me had an apprehension will this kill the traditional way of learning, Interaction etc& what will be the Impact of this method of learning?

However the kind of momentum& opportunities that E-Learning had created is beyond what we have thought few years back. It had made great impact in training development, most importantly cost effective, time saving, reach wide spectrum of audience and lakhs of course available online for free and with minimal cost. Today, I can only see few organizations without E-Learning system and almost 90% of educational system uses E-Leaning. Given training session, courses areavailable online 24/7, 365 days people find it easy to learn.

I have been relying on E-learning method for a long time now and one aspect that I find missing is interaction with other participants/crowd,fewer times when I attend recorded version, I invite group of people to join me for session and we discuss a about the topic which solved my concern on interaction to an extend I use social media for discussion/debate.

Conclusion:In fast growing technology world every new invention has its pro’s & con’s, however the desire to grow should make each individual convert every challenge to an opportunity. I personally feel E-learning made its space and tremendousImpact in learning space. It has opened door to explore & grow. It’s just not a platform forlearning also became an emerging business area. It is actually a great option for aspiring entrepreneurs to explore.

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The changing dynamics of Talent Acquisition

Pranay Sharma

Assistant Manager – HR

Reliance Power

 

The changing dynamics of Talent Acquisition

It is rightly said by somebody that “Change is the only CONSTANT thing in the world”, rightly so human beings or rather HUMAN RESOURCES are continuously evolving with respect to time.  Employees of the organisation are termed as Talent’s and every organisation is having a deep urge to acquire the best of the best for their organisation.

Recruitment Department is known not only for its hiring skills but selecting a right fit for the right role designed. Technology has played a pivotal role in determining the dynamics of Talent acquisition at the time of sourcing CV’s, designing Job Description, doing Job Analysis. The days are gone when people used to think of a dream PSU or TATA’s and BIRLA’s that would enable them to enrich their life and family with life time employment and growth. Current scenario is flooded with 100’s of jobs and educational institutes such as IIM’s,ISB’s ,IIT’s , web –portals such as Naukri, Monster, Social media  such as Linkdin, Facebook are acting as a catalyst in fulfilling the requirement. Organisations are willing to pay the employee whose referred candidate is selected, as it saves time. New avenues have opened for players who want to reap the benefit from the entire process of talent acquisition for eg: employee background screening firm, recruitment consultants having separate consultant for different vertical.

So, finding a “Talent” in a digital world is not a big deal for any recruiter but finding a right candidate with Key skills is a big task. The spurt in technology has not only enhanced in simplifying the role of a recruiter at the same time it has also made them accountable of his association with the company for a longer duration of time. This is purely because of the fact that choices are many for a particular role and big pocket; profitable organisations are ready shell out handsome perks with incentives if he/she suits to their salary band.

The dynamics of business are changing at a rapid rate. Organisations are continuously finding ways to adjust to the dynamism of the environment simply because to stay in the race of a “Great Organisation or Best Employer” one has to adapt swiftly with the current happenings of the world. Therefore, it all begins with the source provider, those who are filling the resources for the organisation to be where it wants to be.

 

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