First Direct becomes a fresher: Birth of foundation degree course for contact centers

Abstract

Purpose

Reviews the latest management developments across the globe and pinpoints practical implications from cutting‐edge research and case studies.

Design/methodology/approach

This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context.

Findings

When UK internet and phone bank First Direct announced the ground‐breaking and adventurous collaboration between business and academia, with the chance for its staff to study for a foundation degree in business studies, an important lesson was drawn from this Yorkshire‐based success story. After the hard work of engaging and sustaining the essential support of employers, then the really hard work starts – sustaining the interest of employees from enrolment, through delivery and to completion of an award.

Practical implications

Provides strategic insights and practical thinking that have influenced some of the world's leading organizations.

Social implications

Provides strategic insights and practical thinking that can have a broader social impact.

Originality/value

The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy‐to‐digest format.

Citation

(2010), "First Direct becomes a fresher: Birth of foundation degree course for contact centers", Development and Learning in Organizations, Vol. 24 No. 2, pp. 21-23. https://doi.org/10.1108/14777281011019489