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Printable Handouts
Navigable Slide Index
- Introduction
- Background on agents training
- Future of training - key questions
- What are the key challenges and changes?
- Staff attrition / retention
- Self service technologies
- Improve customer satisfaction
- Changes in working structure
- The 'expert' agent
- Learning and development challenges
- What is elearning?
- How can elearning be used in contact centres?
- Benefits of using elearning in contact centres
- Top advantages of elearning
- Case study 1: SingTel - overview
- Case study 1: SingTel - approach
- Case study 1: getting the agents attention
- Case sudy 1: SingTel - providing support
- Case study 1: SingTel - learning approach
- Case study 1: SingTel - collaboration
- Case study 1: SingTel - case studies
- Case study 1: SingTel - InfoCards
- Case study 1: SingTel - summary and conclusion
- Case study 1: benefits and lessons learnt
- Case study 2: the co-operative bank - overview
- Case study 2: customer service
- Success of elearning?
- What are the elearning barriers?
- Human and cultural barriers
- Overcoming the human and cultural barriers
- Future of e- and multimedia learning
- Conclusion
- References
Topics Covered
- Future of training
- Key challenges and changes
- E-learning and contact centers
- Case study: SingTel
- Case study: the Cooperative Bank
- Main barriers to e-learning
- Future of e-learning and multimedia learning
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Talk Citation
Cheesman, J. (2009, February 18). From agent to expert [Video file]. In The Business & Management Collection, Henry Stewart Talks. Retrieved November 23, 2024, from https://doi.org/10.69645/NOJN3544.Export Citation (RIS)