Originally published on TrainingZone.co.uk
In a real-time business environment, how do you ensure staff are kept fully up to speed on new products and services, while also keeping customers happy? Lars Hyland outlines ways in which technology can improve knowledge, learning and communication in the pressurised environment of the contact centre.

Everyone's got an opinion about rapid e-learning: is it a rain that's going to wash away our sins? Or will we all be swept away on a tidal wave of low quality e-learning?

First published in IT Training - September 2009
Integrating staff into the company culture and training them up for their new role is vital to ensuring employee engagement. Lars Hyland, Director of Learning Services at Brightwave, explains how the right training methods and tools can help bring staff on board.