Today, the convergence of adult learning theories and distance learning technologies are enabling companies to create training programs that empower and engage people like never before. As more companies adopt the use of virtual training, however, it's important to realize that it's not enough to just make classroom materials available to online learners. Virtual training requires a new way of thinking about - and delivering - training.

Thanks to findings in the cognitive and the learning sciences, today's educators have a strong grasp on how adults acquire, process and apply information to learn new skills. The most insightful discoveries are:

• People learn differently and must be able to control their learning.
• All learning is socially based.
• People acquire skills by practicing, failing, and learning from those failures.

Together, these findings form the basis for what is known as a "learner-centered" approach. This approach helps companies understand that effective learning depends more on the instructional methodology used than the environment in which it occurs.

Following are three tips based on the learner-centered approach that will help companies of all types implement a more successful virtual training program for call center workers:

1. Let The Students Lead. Students approach, retain, and process information in their own unique ways. When instructors only offer one method of learning, such as slide-based lectures, some students may thrive but most will struggle.
   
   For example, auditory learners do well when they can hear the information explained through storytelling. Visual learners, on the other hand, like to see ideas through texts, videos and demonstrations as well as by taking their own notes. Putting this concept into action requires providing course material in multiple formats so students can learn the way they like best. Giving students the ability to personalize their courses also allows them to take control of the learning process and converts them from passive to active learners.
   
   
2. Allow Time For Socializing. Imagine two new employees join an existing team of field repair technicians. Each employee completed the same training program and has an identical set of tools. Yet one new hire consistently outperforms the other. Why?
   
   This situation faced by Xerox has been used for years to illustrate the importance of informal learning. It turns out the higher performing employee regularly met with fellow team members after work. Over drinks they would discuss how they solved problems encountered that day. Researchers discovered that this informal sharing among peers, also known as a "community of practice," is a vital part of effective learning.
   
   Regrettably, many companies make the mistake of viewing unstructured social interaction as unproductive or a waste of time. Managers who see employees talking to each other assume they don't have enough to do. Because this sharing behavior is rarely encouraged, valuable information remains locked up as "tribal knowledge" that is invisible to the broader community.
   
   
3. Provide Real-World Learning Early And Often. Ever wonder why medical interns are required to attend rounds on their first day of class? It's because true learning happens in the heat of the moment. Real world activities provide students with experiences that cannot be taught via a lecture.
   
   Most call center training programs require students to attend weeks of classes before they have a chance to take a single phone call. By the time they get a chance to practice what was covered in the classroom, the material has been long forgotten (in part, because it was never learned in the first place!)
   
   A better approach is to let students listen to customer calls immediately. Then, over time, let them do more and more hands-on activities, starting with simulations and role-playing exercises, and progressing to handling real calls supported by a coach. In this way students will be comfortable and ready to handle calls alone by the time the training program is complete.
   
   

While moving from a teacher-centered to a learner-focused approach to training can be done at a brick-and-mortar call center, it is paradoxically easier to do in a virtual environment. In today's world of Facebook and Twitter, extensive network infrastructure connects learners regardless of location and provides access to interactive tools never before available. Students are empowered to learn material at their own pace, in their own way.

By creating training programs that answer the question "how do people learn," rather than "how can we get the information out faster and cheaper," businesses can actually achieve both goals at once. Using technology tools to create a learner-centered program, whether virtual or face-to-face, ensures companies will have better trained, more satisfied, and higher performing professionals handling their customer service needs. The time has come for something better. The time has come for employees to learn, experience, share and achieve together.

John Kruper is president of Alpine Access University. He can be reached at jkruper@alpineaccess.com.