A. While learning can take place in a number of ways, simulations are the best method because they totally immerse agents in the environment in which they are expected to perform. They provide the type of experience normally gained on the job, but without risking live customers or data.

Research by the National Training Laboratory (NTL) bears out the effectiveness of simulations. According to their studies, 90 percent of all learning comes from the ability to simulate a real experience - practice, with coaching.

Another study by the Harvard Business School states, "The experts in learning gathered at the (Adult Learning Workshop) were clear that no matter what the medium through which the educational materials are delivered, students must have time and opportunity to practice what they are learning. Simulations obviously offer the kind of almost real-world experience combined with the potential for rapid feedback that motivates learning.* "

Simulations simply offer a level of learning not achievable through other training methods.

 

* DeLacey, Brian J., and Dorothy A. Leonard. "Designing Hybrid Online/In-Class Learning Programs for Adults," Harvard Business School Working Paper Series, No. 03-036, 2002.