It happens to everybody from time to time: You’re given a boring, overly difficult or otherwise unappealing training or instructional design project to complete. You’re certain that you’ll absolutely dread it, maybe because the client is too hard to please, the topic isn’t an exciting one, or you just have an overall bad feeling about it. As your enthusiasm begins to ebb, you think to yourself, “I’ll plod through, but my heart’s just not in it. And because of that, it won’t b

Several years ago we were approached by a large outsourced call center company. They had tens of thousands of agents in call centers on five continents, and they didn’t have a unified company culture. Leadership had determined that is was due in part to the fact that they didn’t have a companywide onboarding program for new agents. Each region and, in some cases, individual large call centers, had developed their own new hire orientation and training program, and there was no