222 Case Study: Delivering Performance Support with Existing Tools
12:45 PM - 1:45 PM Wednesday, June 10
Integration
310/311
A knowledge management (KM) system had been introduced at CISCO for internal use to drive consistency and track common HR issues. However, little thought had been devoted to training or supporting contact center agents in their transition and beyond, and no additional budget was available.
In this session participants will learn about the strategy introduced and the training and performance support developed in collaboration with the KM team, combining the KM tool and our internal social learning platform to address all five moments of learning need without further investment. You will explore the context, participants, tools, and processes contained in the solution, how support for the approach was achieved, and the results of the implementation. In addition, an explication of the projects that came before and continue to grow from this effort will be described.
In this session, you will learn:
- How process models are used for determining learning needs and placement
- Strategies for designing performance support to address a business need
- Methods of gaining support from leadership
- How the tools work together to deliver learning at the moment of need
- How learners and managers are supported
- How learning is measured and evaluated
Audience:
Novice and intermediate designers, developers, and managers.
Technology
discussed in this session:
Employee Experience Information Query (IQ), WebEx Social, and Cisco
Performance Connection.
Candice Kramer
Senior Learning Consultant
Apply Learning
Candice Kramer, a senior learning consultant with Apply Learning, is an L&D professional who has been helping adults learn for over 30 years. Passionate about lifelong learning, she is the author of Success in Online Learning, the first support text written to assist adult learners returning to college using distance learning; it is based on her own experiences as a distance learner, faculty member, and academic advisor. A CPLP-certified independent consultant, Candice creates learning architectures for corporate clients, among them Cisco Systems, PBS, the US Army, the Internal Revenue Service, and the US Supreme Court.
