Formation et médiation en r(é)volution numérique : enjeux communicationnels de l'intégration du digital learning dans les centres de contact

2018

This thesis is part of the information and communication sciences, under the nail of evolution, of the media. Information and communication technologies (ICTs) have invested in our everyday life, globalized digitization and connected objects have considerably modified the practices and uses in the training services of companies, especially in terms of interpersonal communication and digitized pedagogical relations. This work of thesis aims to accompany the trainers of the contact centers on the processes, the conditions of success and the stakes of the integration of the e-learning. By analyzing in what ways new training practices, notably via online platforms, generalized digitization have…