Gamified Learning: Pros and Cons

I've always been excited about gamified learning. Instructors (and designers) have seen an increase in student engagement when learning is made fun; however, this trend has also received some backlash because according to critics... "Gamification is a fad that doesn’t help teach students anything meaningful and many professors scoff at using games in their college classrooms since … Continue reading Gamified Learning: Pros and Cons

Measuring Progress in a Contact Center with Ongoing Training

Contact center training is never over. Many contact centers make the mistake of disregarding ongoing training after new-hire orientation and initial training is complete. The goal of any contact center's ongoing training program is to provide training for the skills necessary to perform the job and continually improve agent performance. Measuring Progress Through Milestones In … Continue reading Measuring Progress in a Contact Center with Ongoing Training