- Take a multifaceted approach that makes...

- Take a multifaceted approach that makes use of both self-paced online modules, as well as live, virtual lectures.

- Use pre-course assessments to target learning to fill individual knowledge gaps. That will avoid needless repetition that leads to learner boredom and concentration loss.

- Engage learners by connecting each lesson to the larger picture of their individual work goals to inspire them to want to learn more for the sake of their own performance improvement.

- Illustrate the on-the-job connection to the learning through pedagogical devices such as storytelling that make use of video-rich simulations.

- Include hands-on practice, such as role play or mock customer service calls, as part of an overall blended approach.

- Ensure that learners can't progress unless they complete all phases of the learning in proper order.

- Organize communities of practice in which content is presented as part of a threaded online discussion. A second, long-term community of practice can be established for ongoing reinforcement.

- Use update courses to refresh concepts, and build on what learners already know.