Essays on Training and Learning for a new System at the Abacus Customer Support Centre Case Study

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The paper "Training and Learning for a new System at the Abacus Customer Support Centre" is an amazing example of a Business case study. Abacus is a large company with a target market in the United Kingdom. It sells a wide variety of electronics in the market with an aim of meeting the needs of the customers in the competitive market.   In order to effectively address the issues that have been raised by the customers, the company has a customer support center which is comprised of the Customer service Agents who are responsible for communicating with the customers.

A new system has been put in place for the purposes of enhancing the experience of the customers.   A training program for employees has also been established.   Training is an important concept of human resource management and it plays an essential role in ensuring that the employees are equipped with the required skills and knowledge (Wilson, 2012).   Coaching is also applied in the company to enhance the experience of the apprentice. Through coaching, the apprentice can be used during the process and hence determining their abilities.

The concepts of e-learning are also important for the employees within an organization. This is because it improves the efficiency of the learning process.   The paper critically discusses the concepts of training development with regard to the program that has been put in place by the company. Discussion Role of coaching as a learning tool Managing the employees is currently moving away from command and control by the managers. This has led to most of the organizations embracing the concepts of coaching in order to develop the need of the employees.

At the company, a new system is being put in place.   Coaching plays an essential role in the development of the skills of the employees when new competencies are required. Coaching also plays a significant role in equipping employees with the required skills and knowledge that may be required in order to take up new responsibilities.   Coaching also ensures that the knowledge obtained by the employees during their formal training is supplemented (Bee, 2003).   It also promotes employee development.

References

Armstrong, M, 2012, Armstrong's handbook of human resource management practice, Kogan Page Publishers.

Wilson, J, 2012, International Human Resource Development, London: CIPD

Bee, F, 2003, learning needs analysis and evaluation, 2nd edn. London: CIPD.

Gibb, S, 2008, Human resource development. 2nd edn, Basingstoke: Palgrave.

Hackett, P, 2003, Training practice, London: CIPD.

Mankin, D, 2009, Human resource development, Oxford: OUP.

Pettinger, R, 2002, Mastering employee development, Basingstoke: Palgrave.

Reid, M, et al, 2004, Human resource development: beyond training interventions, 7th edn. London: CIPD.

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