In the January 2007 CRM Magazine, Coreen Bailer states:
Some contact centers are taking a more collaborative approach to generating e-learning materials by culling information from disparate sources like marketing and human resources. That's where sharable content object reference model (SCORM) compliance comes in. SCORM is a collection of standards and specifications adapted from multiple sources to provide e-learning capabilities that enable interoperability, accessibility, and reusability of Web-based learning. "Things like SCORM compliance are hitting the call center now because [centers are] starting to realize that a lot of this content may exist already somewhere within the company," says Matt Storm, product manager for etalk's e-learning product line.
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