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1. Introduction
2. Background on agents training
3. Future of training - key questions
4. What are the key challenges and changes?
5. Staff attrition / retention
6. Self service technologies
7. Improve customer satisfaction
8. Changes in working structure
9. The 'expert' agent
10. Learning and development challenges
11. What is elearning?
12. How can elearning be used in contact centres?
13. Benefits of using elearning in contact centres
14. Top advantages of elearning
15. Case study 1: SingTel - overview
16. Case study 1: SingTel - approach
17. Case study 1: getting the agents attention
18. Case sudy 1: SingTel - providing support
19. Case study 1: SingTel - learning approach
20. Case study 1: SingTel - collaboration
21. Case study 1: SingTel - case studies
22. Case study 1: SingTel - InfoCards
23. Case study 1: SingTel - summary and conclusion
24. Case study 1: benefits and lessons learnt
25. Case study 2: the co-operative bank - overview
26. Case study 2: customer service
27. Success of elearning?
28. What are the elearning barriers?
29. Human and cultural barriers
30. Overcoming the human and cultural barriers
31. Future of e- and multimedia learning
32. Conclusion
33. 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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Series:

• Contact Center Management

Categories:

• Management, Leadership & Organisation
• Technology & Operations

Talk Citation

Publication History

• Published on February 18, 2009