With the advent of shared knowledge analysts are not forced to resolve the same issues on multiple calls. We can force the transitions and remove the repetitiveness of the position. There is a management responsibility to guide staff members to select educational experiences that coincide with the organizational plans. There is an expectation that long range planning exists and concrete plans are in place. The process of developing goals implies that there will also be a mechanism in place to measure how well the goals are being met.
Education is a necessity in the support field.
It facilitates the decision making process as well as influences the direction of automation. It is therefore important to the corporation that employees continue to learn, but it is just as important for the support staff members to improve their skills and become more productive in the organization. One of the things that we learn quickly in the support world is to use all of the available resources for researching and resolving issues. CBT is a growing industry and the cost per analyst makes it an excellent investment. The ability to reuse the computer based training kits make the tool an invaluable resource.