The focus of this study was derived from staggering attrition rates that it calls centers year over year. At times call centers post-COVID-19 pandemic saw attrition rates fluctuating between 30%-50%. With any job there are challenges that are faced. These attrition rates stand 28%-40% higher than the United States 2023 national attrition rates of…

The development of employees' skills and competences has become a key driver of economic growth in the developed world. It is widely recognised that enhancing people's skills and competences will be a major cause of future competitive advantage. Consequently, companies need to be able to identify precise areas where they have, or can build,…

When ISA-The Association of Learning Providers honored its "First Generation Legends" at its Annual Business Retreat this past spring, it was a gathering of some of the Who's Who of the learning industry. In this article, ten of the training industry's most successful professionals reveal their success drivers and talk about how to effectively…

"Training" magazine taps 2012 Training Top 125 winners and Top 10 Hall of Famers to provide their learning and development best practices in each issue. In this article Robin Connolly (The PNC Financial Services Group, Inc.), Michael Pico (Caesars Entertainment Corporation), Krishawna Henderson (Caesars Entertainment Corporation), Tara Bodine…

This study aims to explore how satisfaction--from employees' view--using e-learning technology influences organisational learning effectiveness. To this aim, the level of satisfaction using an e-learning platform as a complementary instrument of training and education is measured in a multinational company operating in the energy sector. Our…

Although interaction is recognised as a key element for learning, its incorporation in online courses can be challenging. The interaction equivalency theorem provides guidelines: Meaningful learning can be supported as long as one of three types of interactions (learner-content, learner-teacher and learner-learner) is present at a high level. This…

Purpose: The purpose of this paper is to understand how social networks can help to produce the "magic" of extraordinary results for organizations. Design/methodology/approach: In this exploratory study four cases (from published reports) are compared in order to illustrate different management approaches to utilizing the power of networks.…

Design research systematically creates or improves processes, products, and programs through an iterative progression connecting practice and theory (Reinking, 2008; van den Akker, 2006). Developing a new instructional systems design (ISD) processes through design research is necessary when new technologies emerge that challenge existing practices…

Purpose: Radical changes and increasing competition in the global economy and markets lead enterprises to change their business policy and activities. This process demands the creation of effective organizational learning mechanisms. This paper seeks to illustrate how three service organizations designed and utilized organizational learning…

E-learning development for enterprises is still in its infancy in that scholars are still working on identifying the critical success factors for e-learning in organizational contexts. This study presents a framework considering how organizational factors affect the quality and service of e-learning systems and how these factors influence…

Purpose: After a thorough literature review on multinational learning, it is apparent organizations "learn" when they capitalize on expatriate management, a "learning strategy" (international work teams, employee involvement and other human resource policies), technology transfer and political environment and cross-cultural adaptation. This…

Purpose: This paper seeks to analyse the effectiveness and impact of how Google currently trains its new software engineers ("Nooglers") to become productive in the software engineering community. The research focuses on the institutions and support for practice-based learning and cognitive apprenticeship in the Google environment.…

This qualitative case study was designed to explore whether and how a sample of domestic and international managers use two key adult education concepts--critical reflection and experiential learning--to influence changes in individual employees whom they coach. The study is based on the primary assumption that although managers do not…

The purpose of this paper is to outline government online training practice. We searched individual research domains of the human-dimensions of Human Computer Interaction (HCI), information and communications technologies (ICT) and instructional design for evidence of either corporate sector or government training practices. We overlapped these…

The purpose of the study was to compare the practices used by HRD professionals to evaluate web-based and classroom-based training programs within seven Korean companies. This study used four components of evaluation to examine how HRD professionals evaluated web-based and classroom-based training programs in their organizations and compared the…