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Knowing What Works in Training – Elaine Carr


Does sitting in a classroom and listening to a lecture bore you? You’re not alone. It can be a challenge to learn in an environment where you’re not utilizing all of your senses. The ICMI article “Knowing What Works in Training” by Elaine Carr argues that contact center training should include activities that involve hearing, speaking, touching, seeing, and when possible, even smelling. Carr also presents some advice on how to properly execute this form of training. 

To read the full article, please click the link below:

Knowing What Works in Training – Elaine Carr



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