The purpose of any workplace training strategy must be to turn-out, as expediently as possible, competent in-role employees, who (where relevant) comply with the regulations under which their firm may operate. Even perfect test scores from e-learning sessions count very little towards that outcome unless the employee can translate the theory into practical competence. And this is where the problem comes in.
Firms who prioritise good customer service through competent employees, will see faster growth than their peers, will be more profitable, and will attract better quality, more loyal, recruits.
Combat the loss of peer-to-peer learning