Have you seen the trailer for the movie Ready Player One? If you haven't, watch it below. I bring this up because it got me thinking about the future of Virtual Reality and its benefits and implications for continuing to advance this technology. I decided to continue exploring this topic and begin creating a Pecha Kucha … Continue reading Is Virtual Reality a Good Idea?
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
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 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?
Recent studies suggest that 66 percent of customers, when calling a contact center, expect to speak to someone that is friendly. They find the agent demeanor more important than fast resolution or shorter hold times. How can you ensure your agents provide warm, helpful support over the phone? Provide them with clear guidance and ongoing … Continue reading 5 Tips for Training Contact Center Agents