Harnessing the 90 Percent

Use emerging technologies to incorporate informal and experiential learning into training activities, and optimize learning and performance.

This is a tale of two organizations. Both needed to get new hires up to speed in jobs as customer service representatives who handle a wide variety of complex cases. Both failed. One is a government agency and the other is a private company that contracts with government agencies. Both will remain unnamed to protect the innocent.

The government agency reli