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Source - HDI Report
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Testimonial: I have found that the new HDAA Knowledge Base reduces the time it takes me to research industry stats & reliable information for the ITSM sector. It’s easy to use search functionality encompassing KCS principles, helps to filter & tailor my searches more accurately & there are numerous new services now available through the website. Every time I return to the site there is new information published. Very impressive.
Chris Powderly, Support & Services Manager, Allens
Training & Development
supportworld , service management , Staff training
Working Together: Building an Autonomous Team of Leaders , Recognizing a Diamond in the Rough: Coaching for Success , Metric of the Month: Agent Training Hours , How to Get Your Support Team Obsessed with Service , Don’t Give in to Burnout
I remember as a kid watching the Transformers Generation 1 cartoons in the 80s and thinking how cool it would be to be able to transform into a vehicle or weapon and save the world. This concept of transformation has not only permeated pop-culture cartoons, it has impacted our business world and even more specifically learning with the goal of not saving the world but changing it.
Transformative, or transformational, training is a concept developed by many different individuals through many different lenses. Jack Mezirow developed a transformative training theory that focuses on transformations in our attitudes or beliefs. Mezirow defines learning as “the process of using prior interpretation to construe a new or a revised interpretation of the meaning of one’s experience to guide future actions.” This interpretation to guide future actions is so valuable to our learning process in service and support. Transformative training contains four key components that are critical the learning process. Think about how each component is implemented in your current learning development process.
This transformative learning process can be slow or immediate, and it doesn’t have to be huge learning experiences. In my view, any learning that moves a learner from one state (i.e., didn’t know how to resolve an incident) to another state (i.e., now knows how to resolve the incident) is transformative. We have moved, we have resolved, we have performed an action. Don’t underestimate the power of these transformative experiences that happen daily in our roles as service and support leaders. It’s our job to enable and foster the environment, create the process, and engage our teams throughout the learning experience.
About Fancy Mills
As the Director of Training and Content for HDI, Fancy brings more than 20 years of experience specializing in consulting, training, and human resource development. Her main area of focus has been working with service and support centers and contact centers across various industries to optimize their performance. As an ICMI and HDI Business Associate, she certified thousands of service and support professionals, managers, directors, analysts, agents, technicians, and corporate trainers around the world in virtual and classroom environments. In addition to training, she has developed and facilitated customized curriculum and training and consulted for Fortune 500 companies in the areas of customer service, customer experience, quality management, workforce management presentation, communication, and time management skills. Fancy has also served as a speaker for various industry conferences and events such as Fusion, HDI, and ATD and holds a master’s in human resource development with a specialization in adult education from Texas A&M University. A fifth generation Texan, Fancy lives in Austin with her husband Kevin, son Mills, and their tabby cat Sparky. She's an avid sports fan, including supporting the Dallas Cowboys and all Texas A&M sports. Her favorite team is anyone her son is playing on!
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