 |
|||||
 |
 |
 |
 |
 |
 |
Call Center Technologies & ApplicationsDescription:A multi-media training and performance support tool covering a wide range of Avaya call center products. This global resource includes three main components: a series of tutorials covering each of Avaya's major call center products; five case studies, each set in a different industry, to allow learners to apply their understanding of product solutions to fictitious customers' needs; and a nine-volume on-line product encyclopedia that contains detailed information about the company's sales process, call center offers, products, and services. A mastery test allows learners to assess their overall understanding of the content of the CD. Audience:International and domestic sales people and distributors who sell Avaya's contact center products. Need:To provide a single source of information for global sales support of Avaya contact center solutions. Deliverables:A training and performance support CD-ROM developed using Click2Learn's ToolBook Instructor software. While completing the tutorials and case studies, learners can link to the encyclopedia for more detailed information. The format of the encyclopedia allows users to search or sequentially view information about products of interest. The mastery test, made up of 60 randomly selected questions, can be used as both a pre- and post-test. Final test scores are presented by topic so that learners can determine which topics they need to study more closely. Learners can print their scores and a certificate of completion. This resource has been so successfully received by the sales force that LMC has updated it several times. Most recently, we created an updated HTML-help version of the encyclopedia, which is now accessible via Avaya's intranet.
|
mission • team • design approach • experience • contact us
  |
©2001 www.lmcinc.com