My chat with Elizabeth and Roland this evening truly offered some new insights to what my focused research question is turning in to and what aspects I still need to consider. My new initial question was "Does simulation-based training improve front-line employee
customer service skill development within the Financial Services sector?". After our conversation, it is looking more like "What are the effects of simulation-based training on front-line employee customer service skill development in the Financial Services sector?". it doesn't seem like a huge change when you first read it but it really is. The overall impact to my research and my ability to really locate and delve into sufficient information should end up being a positive one.
We discussed the fact that I'm not just looking at improvements in their skill sets, we are really looking at all sides of the coin. I need to remember to stay open minded to possibilities to negative impacts or even negligible ones where there aren't sufficient enough changes either way to state that they are positive or negative.
We discussed metrics, how they will tie into my theoretical framework and what I would consider to be an improvement. It was suggested that I need to look for multiple metrics and not just being tied down to one. The measured indicators could be dependent variables for the effects of simulation-based training. My suggestions at this initial stage are to measure year over year annual performance reviews, monthly phone coaching reviews or live coaching sessions, customer complaints or compliments.
customer service skill development within the Financial Services sector?". After our conversation, it is looking more like "What are the effects of simulation-based training on front-line employee customer service skill development in the Financial Services sector?". it doesn't seem like a huge change when you first read it but it really is. The overall impact to my research and my ability to really locate and delve into sufficient information should end up being a positive one.
We discussed the fact that I'm not just looking at improvements in their skill sets, we are really looking at all sides of the coin. I need to remember to stay open minded to possibilities to negative impacts or even negligible ones where there aren't sufficient enough changes either way to state that they are positive or negative.
We discussed metrics, how they will tie into my theoretical framework and what I would consider to be an improvement. It was suggested that I need to look for multiple metrics and not just being tied down to one. The measured indicators could be dependent variables for the effects of simulation-based training. My suggestions at this initial stage are to measure year over year annual performance reviews, monthly phone coaching reviews or live coaching sessions, customer complaints or compliments.