Elearning in Call Centres

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Stephen Downes reports on a conference presentation about elearning in call centres. The approach takes advantage of slow or down time in call volumes and focusses on 15 minute sections of learning. Through integration with other systems in the call centre, the training presented to the learner is individualised in relation to their performance. SImluation and observation of experts is one of the learning methodologies. Strong student tracking is incorporated.