TRADITIONAL LEARNING VS. e-LEARNING - Some Results from Training Call Centre Personnel

Mark Miley, James A. Redmond, Colm Moore

2008

Abstract

An analysis of the evaluation results on call centre trainees (n1 = 129, n2 = 176)) who underwent a Traditional Classroom course and an e-Learning course, showed little difference in performance. A survey questionnaire was completed by a subset of the same trainees (n = 43) later. The respondents expressed a subjective preference for the Traditional Classroom approach, but the analysis of the questionnaire responses indicated that they favoured e-Learning aspects slightly more. Although both courses were dissimilar in duration (7 hours vs. 1 hour) an argument can be made for blended learning. Despite the widely expressed preference for the traditional classroom mode, it appears that the e-Learning mode can be equally acceptable, perhaps if the duration is much shorter as happened here. When triangulated against the SPOT+ study (n = 2000), the results were similar.

Paper Citation

in Harvard Style

Miley M., A. Redmond J. and Moore C. (2008). TRADITIONAL LEARNING VS. e-LEARNING - Some Results from Training Call Centre Personnel . In Proceedings of the Tenth International Conference on Enterprise Information Systems - Volume 5: ICEIS, ISBN 978-989-8111-40-1, pages 299-307. DOI: 10.5220/0001721302990307

in Bibtex Style

@conference{iceis08,
author={Mark Miley and James A. Redmond and Colm Moore},
title={TRADITIONAL LEARNING VS. e-LEARNING - Some Results from Training Call Centre Personnel},
booktitle={Proceedings of the Tenth International Conference on Enterprise Information Systems - Volume 5: ICEIS,},
year={2008},
pages={299-307},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0001721302990307},
isbn={978-989-8111-40-1},
}

in EndNote Style

TY - CONF
JO - Proceedings of the Tenth International Conference on Enterprise Information Systems - Volume 5: ICEIS,
TI - TRADITIONAL LEARNING VS. e-LEARNING - Some Results from Training Call Centre Personnel
SN - 978-989-8111-40-1
AU - Miley M.
AU - A. Redmond J.
AU - Moore C.
PY - 2008
SP - 299
EP - 307
DO - 10.5220/0001721302990307