From Training Magazine:
How do you design a training curriculum to deliver maximum learning impact with minimum disruption to employee productivity? This was the question Joel MacCharles, VP of development and facilitation for Allied International Credit (AIC) Corp., grappled with in developing his company's workforce development strategy for its call center representatives.The answer?
"Micro training," MacCharles says. In a more conventional approach, employees might be required to attend one- or two-day training seminars on call center software, for example, or the use of Excel spreadsheets. "Sure, you're exposed to all the material; you might get 50 to 100 tips in a two-day course. But how much of it are you actually learning and retaining?" he asks—"to say nothing of the lost productivity created by taking call center reps off the job and locking them in a classroom for days on end."
Check it out: http://www.trainingmag.com/msg/content_display/publications/e3i7d72e67f57c981693495b0ff778eaeb1