Malcolm Knowles adapted the theory of Andragogy, teaching strategies for adult learners, to adults learning in the s. Understanding these characteristics will help you inspire your agents to improve their skills, improve the quality of your training and improve the quality of your contact center. Agents will be more receptive and committed to training if they understand why it is important to the organization, their management, the customer and most importantly themselves. Providing the why as early as possible, such as when initially scheduling the training and then again at the beginning of the training, will help ensure your agents get the most out of the training. They need to be seen and treated as capable and self-directed.

Learners differ in many ways, from gender to culture to previous education. It's important to be aware of these factors when teaching. However adult learners do share similar traits which impact their learning:. Adults are more reluctant to change because their thinking has become more rigid due to life experiences.

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