delivering training to adult learners in call center environments

Course Design: How to Identify Triage Hot Words for Non-Clinical Agents

Posted on January 25, 2018January 25, 2018 by Guillermo J. Holguin in Training

Over the past three years, I have been delivering training for a startup health care call center in Denver, CO. The call center services multiple primary care clinics around the Denver metro area assisting them with scheduling appointments, provider-to-provider referrals, and 24/7 phone access to nurse triage services. At the start of 2018, I decided … Continue reading Course Design: How to Identify Triage Hot Words for Non-Clinical Agents →

What Motivates Adult Learners?

Posted on January 21, 2018February 5, 2018 by Guillermo J. Holguin in Adult Learning Principles, Training

What motivates different people, and how can we match up the appropriate motivators for folks at different stages? I recently began asking myself the same question so I decided to test out a few things when delivering training to our call center staff. I work for a health care call center which if you're … Continue reading What Motivates Adult Learners? →