This case study is divided into four parts:
The e-learning story so far
The context
Lessons learned
Conclusion
There are two parts to the retail and services pilot in the ICCA project: an evaluation of a pilot e-learning programme in a LloydsTSB contact centre, and the preparation of a case study describing e-learning at LloydsTSB and including a review of how LloydsTSB is responding to the factors that influence the adoption of technologies in learning.
The aim of the 'evaluation' of the contact centre e-learning pilot and this case study is to draw out some lessons learned. It is hoped that the feedback will prove useful to LloydsTSB as a means to learn from and reflect on the experience of the pilot as well as other organisations and provide useful input to the ICCA project deliverables.
The e-learning programme for contact centre staff has been developed and piloted with 25 staff members at the LloydsTSB contact centre in Newport, South Wales. The report of the evaluation of this pilot is provided as a separate document. This case study provides the context for the pilot and its evaluation.
The information for the case study has been drawn from visits, interviews and documents provided by managers and staff at the University, across the contact centre at Newport, South Wales and the support team for contact centres across the company. The contact centre quality manager also completed an e-learning readiness assessment and questionnaires and interviews were invaluable sources of information from learners in the contact centre.
...continue to the e-learning story so far
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