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Malcolm Knowles adapted the theory of Andragogy, teaching strategies for adult learners, to adults learning in the s. Understanding these characteristics will help you inspire your agents to improve their skills, improve the quality of your training and improve the quality of your contact center. Agents will be more receptive and committed to training if they understand why it is important to the organization, their management, the customer and most importantly themselves.

Providing the why as early as possible, such as when initially scheduling the training and then again at the beginning of the training, will help ensure your agents get the most out of the training. They need to be seen and treated as capable and self-directed. Providing agents the freedom to choose which skills to improve will ensure the highest level of attention. There are individual differences in background, learning style, motivation, needs, interests, and goals, creating a greater need for individualization of Mallu actress nude pussy Characteristics of adult learners learning strategies.

Agents more easily understand the experiences of their colleagues and their own experiences. Incorporating discussions, simulations, problem-solving activities or case methods helps agents to more quickly grasp the information in the training and how to apply that information to their jobs. Agents will be far more interested in developing knowledge and skills that they can apply to their current day-to-day activities.

The less that the training applies to their current role and the longer they would have to wait to utilize the knowledge, the less attention they will be willing to provide to the training. Much like the readiness to learn, agents will be far more interested in developing knowledge and skills that they can apply to their current Characteristics of adult learners activities.

Their motivation can be blocked by training and education that ignores adult learning principles. Helping agents understand how the training will help them do their jobs better, perform better and receive more rewards and recognition will earn more of their focus and commitment. Agents have different personalities, backgrounds, learning styles and motivators.

Matt is chairman, president and CEO of Intradiem. Matt co-founded Intradiem in with a vision of helping companies increase the level of customer service they deliver by improving the Characteristics of adult learners of their agents. Today, Intradiem is a leader in its market with more thancall center agents around Characteristics of adult learners world using Intradiem Characteristics of adult learners day.

Matt is the author of the book Customer Service at a Crossroads and holds 11 software patents. He graduated from the Georgia Institute of Technology in with a bachelor's degree in industrial and systems engineering. Welcome to Spring! With the holidays in full swing, is your call center busier than ever? The chaos that ensues this time of Request Demo By Matt McConnell.

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