According to LinkedIn’s 2019 Workplace Learning Report, the number one focus for talent development is identifying and assessing skill gaps. The challenge is that businesses invest in data to uncover these inconsistencies in performance, but they don’t always understand how to close these gaps.
This is what we call the Insights-to-Performance Gap. It affects almost any organization, but particularly those that rely on human-to-human interactions: contact centers, inside sales, retailers, consumer goods, and others. Leaders at these organizations have a plethora of insights available to them, but the insights are not making the people who speak with customers any better at their jobs.
Closing the Insights-to-Performance Gap is the secret to increasing success as an organization. An incremental lift in employee performance can easily equate to six-, seven-, and eight-figure increases in revenue or double-digit increases in customer satisfaction.