The problem addressed in this research is call center phone employees are subject to disciplinary action up to and including termination of employment based on their performance when they are all trained using the same training class using the same training method. Call centers have been a revenue generating department for many organizations.…

The objective of this dissertation was to explore the concept that knowledge and application of theories, principles and methods of adult learning to teaching may be a core management competency needed for companies to improve employee reaction to learning, knowledge transfer and behavior as well as engagement, retention and profitability.…