Nicole in the Provincial Instructor Diploma Program

In my industry, the pandemic drastically changed the way training and education take place. What was once delivered entirely in person shifted almost overnight to virtual platforms such as Microsoft Teams. Printed training materials were replaced with digital resources stored on SharePoint. While newly hired employees are ideally paired with an in‑person mentor during their first few weeks, the momentum toward online learning continues to shape ongoing employee development.

As Seismic (2025) notes, “call centers need to embrace a more modern approach to training that gives agents the opportunity to access and engage with training when and where it’s best for them.” Although my workplace is not a call center, I see this trend reflected in the training materials we are now creating. Traditional PowerPoint presentations are being transformed into short, accessible videos that employees can revisit whenever they need reinforcement even outside the formal training schedule. This shift supports adult learners’ need for flexibility, autonomy, and just‑in‑time learning.

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