Advanstar/Ulysses Learning Research Study Uncovers Surprising Insights; Results Shared at ICCM International Conference  (email this article)

August 4, 2004. CHARLOTTE, NC—To date, little, if any original research has been conducted on the use of e-Learning to improve contact center performance...until now.

In a landmark study conducted for Advanstar Technology Group by Ulysses Learning(Company Profile, Past Stories, Case Studies) , organizations across all industries were asked: How is your contact center using e-Learning? Is its use on the increase or decline? Has e-Learning had a positive impact on targeted performance results? What is the general satisfaction level with e-Learning? Who’s using simulation-based e-Learning? What kind of results are they achieving? and What are you doing to ensure successful e-Learning initiatives?

“While I don’t want to give away the punch line, the results were surprising,” says Mark Brodsky, Ulysses Learning President and CEO. “This is particularly true in the areas of how e-Learning is being used, its impact on performance results, and the deployment of key implementation strategies.”

Brodsky will present key findings as well as other best practices in his presentation “Simulation-Based e-Learning: Separating Fact from Fiction”. His session is on August 10 at 11:00 a.m. at ICCM’s International Conference in Chicago at Navy Pier. (The conference runs August 10-12; visit www.iccm.com.)

The final report on the Advanstar/Ulysses Learning study will be available after Phase two of the research is complete later this month. Phase one included insights from over 84 organizations representing contact centers of all sizes and from all industries. To request a complimentary copy of the report, contact Ulysses Learning at info@ulysseslearning.com or 800.662.4066.

Ulysses Learning (www.ulysseslearning.com) is recognized as the leader and pioneer in the use of simulation-based e-Learning to improve service, sales and coaching performance. The company is known for building Judgment@WorkTM skills – decision making and advanced interaction skills – in contact centers and at all points of customer interaction throughout the organization for financial services, insurance and telecommunications leaders. For more information on Ulysses Learning contact the company at 800.662.4066 or at info@ulysseslearning.com