This model is known as “The Four Stages of Competence”. "Competence Hierarchy adapted from Noel Burch by Igor Kokcharov" by Kokcharov - Own work. Licensed under CC BY-SA 4.0 via Commons ...

The "Four Stages of Competence," a psychological model for learning a new skill, has been around for years. The model was developed by Gordon Training International's Noel Burch in the 1970s.

In order to keep any employee –call center or otherwise – engaged and successful, managers must find ways to move them through the four stages of competence. Multiple studies have ...