Instructional Design for Call Centers

Teaching the Brain The brain is a mysteriously complex organ controlling how every stimuli is processed, including learning. This week’s blog will focus on brain-based learning also known as neuroplasticity and how we are able to appeal to the brain by shaping and molding information to enable learning. I located three very informative articles which provide unique insights on this topic. The first article simply titled “ Brain-Based Learning ” provides an overview of brain-based learning by discussing the physiology of the brain and how it is work during the learning process. Science has evolved to the point of being able to quantitatively and qualitative analyze the brain and provide more data.  Which segments of the brain work, when and how they react to various stimuli. Thompson provided even more evidence to the old adage of “practice makes perfect” when in the article she said that “ These findings lead to the conclusion that learning may be enhanced through practice a...

In the corporate world, companies are continually trying to find more cost-effective methods to onboard new employees and also to provide continuing education for its current staff. Being able to design such training environment within the parameters stipulated by companies and also ensure that the adult learners are successfully educated can be a very daunting task. In a call center environment, this specific type of training needs to be especially engaging, motivating and geared to learners/employees who do not have much time. The following blogs which I will provide an overview of will give more insight into some techniques and tips could possibly provide a more successful training session in the call center environment. First Blog: 15 Tips for Training Call Center Agents Things and times are changing, so is customer expectation and with that significant investment is being made into call center agents being prepared to meet the changing needs of customers. Even thoug...