What’s Your Formula?: Combine Learning Elements for Impactful Training

Chapter 4

Solid Elements

Several years ago, I sat in a meeting with a colleague who led training initiatives for our call center. She had a vision for a web-based tool that would allow call center staff to enter a keyword or two and have it pull up answers to frequently asked questions they might receive. “Does something like that exist, or could we build something like it?” she asked.

While her training was effective, there was a ton of information that the call center reps needed to be able to access at a moment’s notice, and humans can only remember so much information. I thought for a moment. I was sure something like that could be built. ...