Online Modern eLearning Training

Understanding the Learning Process This course will cover the basic theories of learning, particularly the behavioral and cognitive theories, and the more modern theories such as Brain-based learning and Multiple Intelligences. more...

The Telecommunications Industry Overview Version 2 ...elecommunications industry is an essential element of the modern business world. It is also one of the most volatile. Plagued by regulatory discord and economic uncertainty, telecom carriers have struggled to maintain sound footing and a competitive edge, all the while endeavoring to provide crucial, uninterrupted service to their customers. In an age of rapidly developing technology, this goal more...

The Contact Center and Technical Support Agent ...val. The first lesson examines the characteristics of the modern contact center as a customer-centric model. The second lesson explains how the customer-centric focus affects the TSA's role in the contact center and examines the TSA profession. The third lesson discusses the attributes and skills a TSA needs for success in the modern contact center. Technical support agents seeking to acquire more...

Assessing Customer Behavior ...modern customer-centric business model, dealing with all customers in a positive and efficient manner is paramount. But this goal can become daunting to a TSA who has not developed the ability to identify various behavior types and apply appropriate techniques to deal with them in a way that builds a positive relationship between the customer and the company. This course instructs agents in how more...

Technical Support Agent Survival Skills Coping with stress is an everyday issue for the Technical Support Agent (TSA). The focus of this course is specifically directed to the situations that TSAs encounter. The course will help the TSA avoid burnout and manage job responsibilities by identifying the causes of stress, prevention methods, and time management skills. Technical Support Agents seeking to acquire new skills or improve the more...

Technical Support Agent Skills Simulation Having evolved far beyond the "break-fix" model, today's technical support centers are staffed with TSA professionals who must add to their technical repertoire a high standard of customer-relations management, sales skills, and keen problem-solving ability. To test these skills, you will assume the role of a Level-1 TSA for Masterson Tool and Equipment. Through its catalog and web site, Masterson more...

Consulting with the External Client Simulation ...Modern corporations employ consultants for their experience, knowledge, and skills. The primary responsibility of these consultants is to facilitate decision making for senior management. To do this, external consultants gather information using proven techniques, analyze current business situations with specific diagnostic methods, and make recommendations based on those processes. In this more...

The Customer Support Specialist CSS It costs a business much more to acquire a new customer than it does to retain an existing one. So it makes sense that a business must do everything it can to support and satisfy existing customers. Handling complaints effectively and efficiently can result in increased customer loyalty. Today's Customer Support Specialists (CSS) and support centers have a vital role to play in ensuring customers' more...

Leading Generations X and Next ...of younger people with regard to their unique position in modern markets, desire for flexibility, desired work rewards, and career development opportunities. The second lesson focuses closely on Generation X. This generation's work traits, personality traits, and potential workplace conflicts are examined. A separate "threaded" topic shows a Gen X employee's behavior in a protracted work more...

Making Cross-generational Teams Work ...modern workplace may include members from as many as four different generations. For a team to work effectively, its manager must understand generational distinctions. Individual team members may subscribe to different values, practice different work habits, or seek different goals. Lessons in this course cover the benefits and challenges of teaming silent generation, baby boom generation, more...

Effective Administrative Support Professional Simulation ...t professionals must keep up with the requirements of the modern-day office environment, and this simulation tests the skills and procedures that will help you do just that. As administrative assistant to the VP of Sales for the Northeast Division of BMS Printed Circuits, you'll experience the full spectrum of responsibilities and challenges that face administrative professionals. Whether more...

Six Sigma and the Voice of the Customer ...ately, the tide has turned. Increased market competition, modern consumer protection laws, and expanded customer awareness have helped negate the influence of this business maxim. Today, organizations are admonished to heed the voice of customers and give them what they really want. "Voice of the customer," or VOC, is a Six Sigma term that refers to customers' actual, as opposed to assumed, more...

Antitrust--Talking with the Competition ... in some form of economic activity with another party. In modern markets, competitors may decide to collaborate for a number of reasons. These include funding innovation projects, sharing marketing or distribution costs, or implementing best practices in production or services. Collaborating with a competitor can help your company to cut costs and deliver a better priced, quality product to the more...

Project Management Fundamentals ...in order to sustain your business. To meet the demands of modern businesses, you need to prioritize the projects in hand, ensure smooth project execution, and develop quality products in the stipulated time and within the allocated budget. To achieve these goals, you must use the latest project management techniques that enable you to control a project from start to finish and motivate project more...

CICS Application Programming I This course provides users with a comprehensive view of modern CICS coding. It deals with introductory through advanced topics in CICS, and introduces the CICS environment, programs, functions, and transactions (BMS Maps, CICS programs). Conversational and pseudo-conversational programming are also covered. Application developers, programmers, systems analysts, managers, operations staff. more...

CICS Application Programming II This course provides users with a comprehensive view of modern CICS coding. It deals with introductory through advanced topics in CICS, and introduces the CICS environment, programs, functions, and transactions (BMS Maps, CICS programs). Conversational and pseudo-conversational programming are also covered. Application developers, programmers, systems analysts, managers, operations staff. more...

CICS Application Programming III This course provides users with a comprehensive view of modern CICS coding. It deals with introductory through advanced topics in CICS, and introduces the CICS environment, programs, functions, and transactions (BMS Maps, CICS programs). Conversational and pseudo-conversational programming are also covered. Application developers, programmers, systems analysts, managers, operations staff. more...

CICS Application Programming IV This course provides users with a comprehensive view of modern CICS coding. It deals with introductory through advanced topics in CICS, and introduces the CICS environment, programs, functions, and transactions (BMS Maps, CICS programs). Conversational and pseudo-conversational programming are also covered. Application developers, programmers, systems analysts, managers, operations staff. more...

e-Business Part 2 Building the Infrastructure The second course in the e-Business curriculum focuses on technical infrastructure needed to support an e-Business initiative. It focuses on the sub-application level, examining network and protocol options and requirements. It introduces some of the major players in the market and business drivers that could affect an organization's choices. The target audience is those individuals tasked with more...

e-Business Part 4 Securing Your Infrastructure The fourth course in the e-Business curriculum examines the security risks and requirements of an e-Business environment e.g. viruses and hoaxes etc. It covers the inherent lack of Internet security and goes on to cover creating security strategies and policies. It also covers security schemas and tools. It also explains the role of cryptology and cryptographic tools. It introduces client and more...

Firewalls and VPNs To explain how firewalls and VPNs facilitate network security Network administrators, firewall administrators, systems administrators, application developers, and IT security officers more...

Implementing Routing Protocols on Cisco Networks To describe the operation and configuration of popular modern routing protocols Network administrators responsible for implementing and managing small and medium-sized business networks; network technicians who install network devices in small business environments; Cisco channel resellers who are new to Cisco products and services more...

Workplace Safety Orientation ...view of some of the basic concepts and techniques used in modern industry to protect workers. It also describes the purpose of the following safety programs: Hazard Communication; Bloodborne Pathogen Safety; Lockout/Tagout; Confined Space Entry; Emergency Response; Respiratory Protection; Personal Protective Equipment; Hearing Conservation. The content in this course is designed to comply with more...

i-Net+ Part 3: Web Site Development This is the third course in a four part series that presents students with an overview of programming languages and database integration technologies. This course focuses on the basic HTML tags for Web site creation and Web site enhancement techniques; including adding interactivity, style sheets, and modern technologies. Web site testing and using search engines effectively are also covered. more...

i-Net+ Part 3: Web Site Development This is the third course in a four part series that presents students with an overview of programming languages and database integration technologies. This course focuses on the basic HTML tags for Web site creation and Web site enhancement techniques; including adding interactivity style sheets and modern technologies. Web site testing and using search engines effectively are also covered.  more...

CICS Application Programming I This course provides users with a comprehensive view of modern CICS coding. It deals with introductory through advanced topics in CICS and introduces the CICS environment programs functions and transactions (BMS Maps CICS programs). Conversational and pseudo-conversational programming are also covered.  more...