1. 1 Power to the agent 1 28 februari 2002 Februari 2002 Customer Interaction Centers Power to the agent Marion van den Brink Paul Westeneng

2. 2 Power to the agent 2 28 februari 2002 Agenda workshop eLearning Voorstel rondje10 min Introductie Call Centers en eLearning 20 min Werkgroeps opdrachten30 min Terugkoppeling20 min Vragen en afronding10 min Totaal90 min

3. 3 Power to the agent 3 28 februari 2002 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)

4. 4 Power to the agent 4 28 februari 2002 Effectieve inzet van de agent

5. 5 Power to the agent 5 28 februari 2002 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)

6. 6 Power to the agent 6 28 februari 2002 Resultaat: Tevredener klant Tevredener agent Tevredener management

7. 7 Power to the agent 7 28 februari 2002 Hoe is dit te bereiken??? eLearning

8. 8 Power to the agent 8 28 februari 2002 eLearning and Call Centers; some examples

9. 9 Power to the agent 9 28 februari 2002 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.

10. 10 Power to the agent 10 28 februari 2002 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.

11. 11 Power to the agent 11 28 februari 2002 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.

12. 12 Power to the agent 12 28 februari 2002 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

13. 13 Power to the agent 13 28 februari 2002 Learning Management System Learning deployment Web based training Traditional learning Web exploration Collaboration Performance support Knowledge repositories Functional architecture of a corporate learning environment

14. 14 Power to the agent 14 28 februari 2002 Time shifts in tutor tasks and activities Course architect Course navigator Lecturer Mentor Testing/exams Traditional On-line

15. 15 Power to the agent 15 28 februari 2002 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.

16. 16 Power to the agent 16 28 februari 2002 Conclusion E-Learning can be a dazzling opportunity, but takes teamwork and commitment to implement….