Advanstar/Ulysses Learning Research Uncovers Opportunities to Improve Contact Center Business Results with New Best Practices in e-Learning  (email this article)

August 11, 2004. CHARLOTTE, NC-Ulysses Learning (Company Profile, Past Stories, Case Studies) recently conducted primary research for Advanstar Technology Group to help executives gain insights into e-Learning best practices implemented in contact centers around the world. Contact centers of all sizes in all industries were studied with over 80 organizations participating, to date.

Phase 1 of the study is complete and has yielded important data on the use of e-Learning to improve business performance results. Phase 2 is currently underway. The final report of research results will be released later this month.

According to Mark Brodsky, Ulysses Learning’s President and CEO, the use of e-Learning to improve contact center performance is on the rise. Of the 46% of respondents who said their contact center uses e-Learning to train staff, 84% said their use of e-Learning will increase over the next 12 months. However, well over of third of respondents said they didn’t know if their e-Learning initiatives have had a positive impact on performance.

The study also examined an emerging trend in e-Learning - the use of simulation-based e-Learning to train staff. Simulation-based e-Learning differs greatly from most e-Learning typically implemented in contact centers. Simulation-based e-Learning has learners execute tasks as if they were on the job and provides training as they go through simulated exercises.

Thirty-four percent (34%) of those respondents who are using e-Learning are using simulation-based e-Learning to train staff with a whopping 68% of them indicating that they don’t know if it has a positive impact on performance.

Yet 94% reported they were satisfied or very satisfied with the simulation-based e-Learning they have implemented and will further expand its use over the next 12 months. The percentage of survey respondents who indicated being satisfied or very satisfied with their e-Learning initiatives, in general, was also high (98%).

“On the surface this data might seem contradictory,” says Brodsky. “However, what it shows it that there’s hope and a strong belief that e-Learning and simulation-based e-Learning is going to pay huge dividends. It’s just a matter of figuring out exactly how to accomplish this.”

The research data suggests numerous opportunities for contact centers to improve business results through e-Learning. For example, the study helped uncover significant untapped potential for the use of e-Learning, specifically simulation-based e-Learning, to develop complex skills such as service, sales and coaching skills, as well as myriad implementation best practices to raise performance through e-Learning based initiatives.

To this last point, respondents were asked several questions to uncover what they are currently doing to ensure successful e-Learning initiatives. Among the more surprising results, only 59% said they use pre- and post-assessments or other measurements to evaluate gains in learning and knowledge acquisition. Only 44% evaluate the performance impact of e-Learning on an individual level and a mere 15% evaluate the effects of e-learning on the organization’s bottom line.

“These results summarize why such a large number of respondents said they don’t know if their e-Learning has a positive effect on targeted performance results,” says Brodsky. “If you want to fully understand the impact of your e-Learning, simulation-based or other type, you have to evaluate the performance impact on an individual, group and organizational level.”

Another significant opportunity for improvement is this - only 38% of survey respondents said they train supervisors to coach learners as they apply the skills on the job. Brodsky shares “When you examine contact centers that are getting results, this one best practice is cited over and over again as having the greatest impact overall. The preponderance of skill development and knowledge transfer occurs when supervisors help learners apply the skills on the job.”

The final report, highlighting all research findings from the Advanstar/Ulysses Learning study, will be available after Phase 2 of the research is complete later this month. 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 ###