SoMe, Smart workers and the impact on workplace learning (ASTD Webinar notes)

Having just had a great ASTD Webinar conference with @JaneHart, I thought I’d share my notes on what she had to say about the impact of Smart Workers, Social Learning and Social Media on learning in the workplace. Or rather:   Given how Smart Workers work, what is the impact of learning in the workplace? […]

What we want from call-centres

I am currently busy training new call-centre agents for a commercial role for a large international bank in Belgium. (Thanks @KluwerOpleiding for the work and @vanderlocht for the collaboration).   In the morning of the 1st day of training, I ask participants to create a charter of 10 best practices for call-centre agents and then […]