1. Lack of Formal Training
1.1. lack of basic skills
1.2. inadequate experience
1.2.1. lack in professional knowledge in telecommunications
1.3. increase in absenteeism
1.4. decrease in prodctivity
1.5. poor work performance
2. Lack of Incetives
2.1. Absenteeism
2.1.1. supervisors lack professional knowledge
3. Pressure Points
3.1. May signal need for training
3.1.1. Customer Dissatisfaction
3.1.2. New Products Innovations
3.1.3. New Technology
3.1.3.1. unclear learning outcomes
3.1.3.2. complaints from staff around ICT system
3.1.4. Higher Performance Standards
3.1.4.1. decrease in profit
3.1.4.1.1. wrong discounts being offered
3.1.5. Customer Dissatisfaction
4. A.S Role
4.1. new role
4.2. to help agents
4.3. technical help & support
4.4. on job training with new IT system
4.5. not being fulfilled
5. Solutions
5.1. compulsory workshops weekly
5.2. collaborative workspace
5.2.1. collaborative learning
5.2.1.1. group learning
5.2.1.1.1. formulise tasks
6. Training Methods
6.1. External
6.1.1. external organisations
6.1.1.1. research
6.1.1.1.1. specific training needs
6.2. Internal
6.2.1. exact training needed
6.2.1.1. reoccuring
6.2.1.1.1. capital
6.2.1.1.2. time
6.2.1.1.3. labour investment
6.3. Presentation Method
6.3.1. Lecture
6.4. Hands on Method
6.4.1. Simulation
6.5. Realistic training environments
6.5.1. identitcal elements
6.5.2. stimulus variability
6.5.3. high fidelity
7. Agents
7.1. no induction
7.1.1. on job training
7.1.1.1. cheaper
7.1.1.2. cost effiecent
7.1.1.3. quicker
8. Transfer of Learning
8.1. learned knowledge, skills, abilites applied in workforce
8.1.1. Platforms
8.1.2. Processes
8.1.3. Structures
8.1.4. Specialised Managers
9. Problem with Training
9.1. disregarded
9.2. band-aid solutions
9.2.1. ineffective training strategy
9.2.2. resources wasted
9.2.3. train, test, set free!
9.3. Workplace Climate
9.3.1. participation in training
9.3.2. application in workplace
9.3.2.1. new employees
9.3.2.1.1. old employees
9.3.2.1.2. new method
9.3.3. irrelevant content
9.3.4. trainers poor respected
10. Optimal Learning
10.1. Application of Learning
10.1.1. Multiple Players
10.1.1.1. not just trainee's responsiblity
10.1.2. collaborative learning
10.1.2.1. team
10.1.2.1.1. share what is learnt in team meetings
10.1.3. managers
10.1.3.1. promote suppotive environment
10.1.3.1.1. trainees apply learning
10.1.4. employees
10.1.4.1. measured
10.1.4.1.1. apply in right context
10.2. Timeframes
10.2.1. goals/targets acheived
10.3. Measure "return" on training
11. Transfer of Training
11.1. Trainee Characteristics
11.1.1. Cognitive Ability
11.1.1.1. More successful
11.1.1.1.1. processing
11.1.1.1.2. retaining
11.1.1.1.3. applying
11.1.1.1.4. aquiring
11.1.1.1.5. complex ideas
11.1.2. Self-efficiency
11.1.2.1. High
11.1.2.1.1. exert additional effort to meet challenge
11.1.2.2. Low
11.1.2.2.1. lessen/discontinue effort
11.1.3. Motivation