The ICCA retail and services pilot had three objectives:
1. To design and develop an e-learning module of training provided to LloydsTSB contact centre staff in the domain of customer service. It was borne in mind during the design of this module that it might one day be integrated into the training resources to be used in preparation for an NVQ Level 2 qualification for contact centre staff.
2. To evaluate the usability (perceived ease of use and usefulness) of this new ACE Service e-learning programme through a pilot test with a group of contact centre staff.
3. To learn from the experience about the factors that influence take-up and successful adoption of technology in workplace learning, and to identify issues specific to LloydsTSB about the adoption of e-learning in this target group and elsewhere in the organisation.
...continue to pilot context
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