Call center eLearning: Top 10 buzzwords

Providing ongoing call center agent training and coaching should be a high priority for call centers of any size. We've gathered these call center eLearning buzzwords to help you understand the basics of eLearning technology and decide if it's right for your call center.

Providing ongoing call center agent training and coaching should be a high priority for call centers of any size....

We've gathered these call center eLearning buzzwords to help you understand the basics of eLearning technology and decide if it's right for your call center.

Table of Contents

Call center eLearning: Top 10 buzzwords
1. Computer-based training
2. Distance learning
3. Virtual learning environment
4. Learning management system
5. Automatic eLearning
6. Skill-based training
7. Asynchronous learning
8. Synchronous learning
9. Courseware
10. Coaching application

Call center eLearning: Top 10 buzzwords

 Computer-based training (CBT) is any type of training or course of instruction that is delivered over a computer. CBT can be delivered over the Internet or through a software product or corporate intranet. Many call center software vendors include CBT programs such as simulation training in their call center suite offerings.

 Distance learning refers to any formalized teaching or learning system that was designed to be carried out remotely. Call centers often use distance learning programs to train their remote call center employees because the training can be delivered anywhere at anytime and is usually less expensive to support and run than in-person training sessions.

A  virtual learning environment (VLE) is a set of learning tools designed to enhance the online learning experience. Most VLEs include the following components: curriculum mapping, tracking, online support, electronic communication and Internet links. In the call center, a VLE gives call center agents access to a variety of resources that can help them move along in the training process, and often allows agents to self-select courses from a curriculum. Call center managers can use a VLE to track their call center agent's progress and modify training content as necessary.

A  learning management system (LMS) is a software application or Web-based technology that is used to plan, implement and access a specific learning process. Call center managers typically create, edit, track and manage their eLearning content through a LMS. An LMS can also include interactive features designed for call center agents such as threaded discussions and forums and video conferencing.

 Automatic eLearning is training delivered as a screen pop on a call center agents computer screen during low call volume or at a specific time during the day. The application is usually integrated through a computer telephony integration (CTI) link to the call center system or with a workforce management (WFM) system, which allows it to provide training at a scheduled time.

 Skill-based training is used in many call centers as a way of up-training the call center staff on new products and services or changes to call center policies and procedures. Skill-based training allows call center agents to learn based on their skill level and control of their own development.

 Asynchronous learning refers to training that is self-directed and self-paced. Call centers often utilize asynchronous learning courses when training their remote call center agents, so agents can participate on their own schedule. This approach is useful for call centers that employ remote agents living in different geographical areas and time zones.

 Synchronous learning is instructor-facilitated training that is conducted in real-time, requiring participants to attend at a specific time. Synchronous training can work in a call center where all agents are on-premise, or where remote agents are not geographically dispersed.

 Courseware is educational or training material usually packaged for use with a computer and delivered as a CD-ROM. If often includes materials for instructor-led classes, self-directed CBT and distance learning. Many IT technology and call center software vendors have courseware designed specifically for their products. In addition, courseware is often used in IT certification programs.

A  coaching application allows a call center manager to review, evaluate and comment on a particular customer service interaction and then send the evaluation to the call center agent's desktop. The application facilitates two-way communication between call center agents and managers and allows call center mangers to support, train and recognize call center agents based on real-life customer interactions.


Get more call center training tips in the Call Center Manager Learning Guide.

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This was last published in August 2008

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