Februari 2002

1. Customer Interaction Centers Power to the agent Marion van den Brink Paul Westeneng Februari 2002 Power to the agent

2. Agenda workshop eLearning • Voorstel rondje 10 min • Introductie Call Centers en eLearning 20 min • Werkgroeps opdrachten 30 min • Terugkoppeling 20 min • Vragen en afronding 10 min • Totaal 90 min Power to the agent

3. Trends rond Customer Interactie Centers • 70% van de kosten in een Customer Interactie Center bestaat uit personeelskosten (business issue) • De klant verwacht een snelle service, ongeacht het kanaal dat hij gebruikt (klant issue) • Alles in een gesprek (One stop call) • Uniformiteit van dienstverlening • Door centralisatie van de dienstverlening moet iedere agent over meer kennis beschikken (agent issue) • Up to date houden van parate kennis moet behapbaar blijven (kosten, tijd, organisatie) Power to the agent

4. Effectieve inzet van de agent Power to the agent

5. Effectiviteitsverhoging van de te besteden tijd van de agent door: • Snel inzetbare trainingen • Benutten van ‘lege’ uurtjes • Makkelijk overdraagbare leerstof • Maatwerk (alleen relevante modules) • Snelle verhoging van actuele kennis leidt tot: • Verhoging van de motivatie • Efficientere afhandeling van de calls (productieverhoging) • Verlaging van aantallen calls (niet meer terugbellen) Power to the agent

6. Resultaat: • Tevredener klant • Tevredener agent • Tevredener management Power to the agent

7. Hoe is dit te bereiken??? • eLearning Power to the agent

8. eLearning and Call Centers; some examples Power to the agent

9. What is eLearning? • A form of distributed learning. Learning can be delivered anytime, anywhere and with any technology. • Learning is experienced through a technology interface. It is web-enabled, network-based or stand-alone. • The management of learning is supported by technology (learning management, learning deployment, competency based). • Some varieties are self-paced web-based training (WBT), multi-media simulation, asynchronous and synchronous collaboration, web exploration and blended learning. Power to the agent

10. Characteristics of adult learners • Have real-life experience • Prefer problem centered learning • Are continuous learners • Have varied learning styles • Have responsibilities beyond the training situation • Expect learning to be meaningful • Prefer to manage their own learning. Power to the agent

11. Business motivation for eLearning • Cost reduction • Travel cost, learning just-enough, teacher cost, class-rooms, reuse of modules; but … initial development is more expensive. • Quality of learning • Complex simulation, world-wide collaboration, adaptation to personal learning style, accommodate different target groups, standardisation of content, ease of keeping content up-to-date. • Time to market • Just-in-time delivery, location independent, faster learning. Scaling up to large groups, learning just-enough. • HR • Employee satisfaction, attraction and retention. Support in career and competence development. Power to the agent

12. Possible advantages using eLearning • Better and more access to learning • Anytime and anyplace learning • Self-managed learning • Just-enough learning • A better view on learner’s progress (LMS) • Better transfer of learning and working experiences • Flexibility and actuality • Better competency development • Capability of scaling up, while maintaining instruction quality It all depends on factors like learning objectives and their stability, the learners community, its size, background, culture, language, knowledge, eLearning readiness of learners and the organization Power to the agent

13. Functional architecture of a corporate learning environment Learning Management System Learning deployment Web based training Collaboration Web exploration Traditional learning Knowledge repositories Performance support Power to the agent

14. Time shifts in tutor tasks and activities Traditional On-line Course architect Course navigator Lecturer Mentor Testing/exams Power to the agent

15. Summary: common pitfalls • Efficiency goals are not met • because traditional courses and on-line courses exist in parallel. • Quality goals are not met • because the on-line project started from a traditional course, instead of at the learning objectives. • because current teachers cannot adapt to new teaching models • Students get frustrated by • technological problems, • minimal and not timely instructor feedback, • ambiguous instructions on the web-site. Power to the agent

16. Conclusion • E-Learning can be a dazzling opportunity, but takes teamwork and commitment to implement…. Power to the agent