Training courses have been corporate learning’s go-to for decades. But in my opinion, eight times out of 10, the learner shouldn’t even be at that course. Why? Because it won’t improve performance. In ...

For years, business leaders have treated learning as a support function. It has often been placed inside HR, separated from strategy and measured through participation rather than performance.

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One theory contrasts implicit and explicit motivation. When we are implicitly motivated, we learn because we find the subject fascinating, because we want to achieve mastery of the subject or because ...

Visit NAP.edu/10766 to get more information about this book, to buy it in print, or to download it as a free PDF.

Taking the agents’ point of view, working at a contact center for a Business Process Outsourcer (BPO) is hard. Although calls are monitored, not all are. Only a small percentage is actually recorded ...