Online Voice eLearning - Training Resources

A Technical Approach on How to Create Desktop Video Captures Using Camtasia 3 0 Discontinued A newer version of this course is currently under developmenht. Please check back. For Beginners and those who already own Camtasia--Learn to record windows screen movement, voice, sound with Camtasia - Video capture the easy way!  more...

How to Create Desktop Video Captures the Easy Way Using Camtasia 3 0 Discontinued A newer version of this course is currently under developmenht. Please check back. For Beginners--Learn to record windows screen movement, voice, sound using Camtasia - Video Capture the easy way!  more...

The Art of Professional Telephone Communication Turn your telephone calls into a selling advantage Business and telephone calls go together like salt and pepper. When you use the telephone you are at the disadvantage of not being able to see your customer. There are verbal skills and strategies you can use to turn the telephone into a selling advantage. Tuning in to key words will indicate buying style and presentation preferences. You want  more...

Short Story Secrets Designed for the writer who wants to move beyond a first draft. The short story form is making a come back, and is the best way to break into the world of publishing. This short story workshop is designed for the writer who has already begun writing stories and wants to move beyond a first draft. Once your idea is on paper, what is the next phase in the creative process? Structure, development,  more...

Record Management & Retention Policy Use ...rm of paper, computer data, microfilm, electronic mail or voice-mail. Letters, memoranda and contracts are obviously corporate records, as are things such as a desk calendar, an appointment book or an expense record. Record Management A company's corporate records are one of its most important and valuable assets. Almost every employee is responsible for creating or maintaining corporate  more...

How To Master Business Writing This series teaches the writing skills learners will need to effectively communicate in a business setting. They`ll learn how to prepare for a writing task, and about strategies and skills for effective word choice, sentence building, and paragraph design. How To Master Business Writing This course provides students with a review of the skills needed to write effective letters, memos, minutes,  more...

Fall Protection ...am where, arms and legs flailing, you get smaller as your voice trails away and everything accelerates away from you as you fall into an endless pit. Well, in the real world, it`s not a dream; it`s a nightmare, and endless pits are a fairy tale. In reality, it`s not the fall that scares you; it`s the sudden stop at the bottom. Welcome to Fall Protection You know that dream where, arms and legs  more...

Advanced Certificate in Technical Writing ... study. Phase 2 Mid-point conference with CA via email or voice conference. Student presents written progress report. Completion date and administrative activities reviewed and acted upon. Phase 3 Completion of program. Student presents final written report on complete course of study to CA. Final Portfolio or project based work submitted for review and grading by CA. Phase 4 Certificate  more...

911 OPERATOR TDD TRAINING ...s at least as often as they require or offer training for voice calls, but at a minimum, every six months." This innovative online course consists of an online, interactive lesson. Once the lesson is completed, students participate in simulated conversations with members of the deaf/speech impaired community via a simulated TDD machine. This course can be completed within 2 hours. Course must  more...

Initiating Outbound Sales Calls ...is course, you will learn the strategies for dealing with voice mail and call screeners and for making a successful initial contact with a customer. You will also learn the four profile types and strategies for creating account profiles. In this course, you will learn how to assess a sales opportunity, the four factors used to qualify an outbound sales opportunity, and strategies for qualifying  more...

The Call Center Industry When people pick up a phone and hear someone greeting them from the XYZ Company, they put little thought into the people, process, or technology behind the phone call. To them, the person on the phone is just a voice on the other end of the line. This course will examine all of the aspects of a call center. In order to facilitate this examination, this course has been broken down into three parts:  more...

The Customer s Voice ...ons. There are any number of ways to hear "The Customer's Voice", but you have to know how to listen. Learn about the dynamics of client expectations, and the inconsistent, ever-changing nature of today's customer. How do customers judge our success? You'll explore the five key expectations dimensions, and you'll be able to assess your workplace in terms of meeting client needs. And you don't  more...

Making Telephone Calls Count ...f the telephone can be quite a challenge. While automated voice attendants can be annoying, so is getting a person on the other end completely devoid of personality and knowledge. As a society, Americans are becoming more accepting of automated voice attendants. They're everywhere. When a customer calls you directly, he expects and requires a higher level of service and proficiency and that  more...

Communication Business Etiquette How's it going? Is this an appropriate greeting in today's corporate workplace? How about telephone use? Is it always necessary to return phone calls? If so, how soon should you do it? Is e-mail the method of choice for communicating all your ideas, or is another way better? How important is your tone of voice when dealing with a customer? All these questions are a matter of etiquette. How you  more...

The Mechanics of Communicating Effectively ...voice, your ability to listen, and your body language are your three vital communication tools. However, because they are given at birth they are often taken totally for granted. People mistakenly believe that because these tools are in constant daily use that they are already the best they can be. However it is possible to improve the quality of these communication essentials, and this course  more...

Working for Your Inner Boss Personal Accountability ...s must also answer to an inner boss, a personal, internal voice that provides guidance on whether a job is worth doing and whether it is done well. Accepting personal accountability for your work means your inner boss sets demanding standards and that you're willing to commit to meeting those standards and answer for the results of your work. In this course, you'll learn how to listen to your  more...

Measuring Process Capability and Performance in Six Sigma ...the customers they serve. As such, you must listen to the voice of your customers and build processes that deliver products and services to them. It is also necessary to review processes to ensure they remain within the targets and specifications set by your customers. Measuring the capability and performance of a process is an important activity in Six Sigma DMAIC methodology. Six Sigma teams  more...

Six Sigma Listening to the Voice of the Customer ...ers really need and want. In "Six Sigma: Listening to the Voice of the Customer," Six Sigma Green Belts and team members learn that best way. The course consists of two lessons: "Understanding Customer Requirements," and "Defining Customer Requirements." In lesson one, you'll discover methods for specifically identifying your customers--that means all your customers, including ones you may not  more...

Define the Six Sigma Opportunity ...ortunity, you'll learn specific methods for capturing the voice of the customer, and how to use the Kano model to discern and categorize those customers' needs. You'll also learn about Six Sigma improvement opportunities from a financial perspective: what to consider before launching a project, the financial metrics that will be involved, and how to calculate the cost of poor quality. Six Sigma  more...

Six Sigma and the Voice of the Customer ...ss 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, product and service needs and desires. This course, Six Sigma and the Voice of the Customer, is a guide to understanding VOC and Six Sigma's strategies for identifying  more...

Six Sigma and Critical Customer Requirements ...learn how QFD works. You'll explore ways to listen to the voice of the customer and how to understand that voice in substantive terms. You'll learn to use effective tools to examine what your customers say they need and to determine from those statements what they really need. Finally, you'll learn to build the House of Quality, the graphical expression of QFD, and how to analyze the  more...

Processes and Customer Analysis in Six Sigma Projects ...st step in Six Sigma projects. You need to listen to the "voice of the customer" to find out what customers need, identify opportunities for change and improvement, and translate customer needs into goals and customer deliverables. In this course, learners will examine how to analyze process components and stakeholders in an organization. They will also learn about concepts and tools for  more...

Managing Managers ...the organization and across functions. While they are the voice of top management, they are also expected to deal with their own line managers to ensure that the organization's strategy is translated into action. These managers often need guidance, feedback, and appraisal on the application of business strategy. Managing managers is likely to be a greater challenge than ever before. It requires  more...

Designing Cisco Network Service Architectures Part 4 ...elephony. Identify considerations for designing Layer 2 voice alternatives in an IP telephony solution. Identify considerations for designing bandwidth provisioning in an IP telephony solution. Audience: Learners preparing to take exam Designing Cisco Network Service Architectures ARCH v1.0 (642-871). This CCDP exam is the final step necessary to achieve the status of Cisco Certified  more...

Designing Cisco Network Service Architectures Part 1 ...To: Identify features of the Cisco Architecture for Voice, Video and Integrated Data (AVVID) framework. Identify concerns associated with optimal network deployment. Identify features of Cisco Architecture for Voice, Video and Integrated Data (AVVID) network solutions. Identify features of Enterprise Campus Network design. Identify steps for designing an Enterprise Campus Network.  more...

Windows NT 4 0 User Fundamentals ...kstation. The unique Skill Builder instruction uses text, voice, questioning, practice, quizzes and multiple study paths to create a learning environment that enhances your enjoyment and comprehension. Preassessment testing in the beginning of each unit will allow you to have a personalized study path based on the knowledge and skills demonstrated. Mastery tests at the end of each unit allow  more...

Professional Selling Over the Phone Preparation Strategies ...chniques, such as implementing components of an effective voice, listening to feedback, and asking questions to increase sales. Learn To Sequence the steps for preparing to write an effective telesales script. Apply the steps for preparing to write an effective telesales script. Select qualities of an  more...

Professional Selling Over the Phone Prospecting ...elesales prospects and information to leave on prospects' voice mail. The program provides a process for maintaining a positive attitude and identifies the components of the soft sell. In addition, the program offers the student guidelines for building and maintaining relationships with prospects. Learn To Choose information you should leave on a prospect a a  more...

Designing for Cisco Internetwork Solutions Part 4 ...s for the CCDA DESGN exam 640-861.. It covers traditional voice architectures, voice architecture integration, voice technology requirements, and capacity planning using voice traffic engineering concepts. Learn To: Identify guidelines for network security risk assessment. Identify threats to network security. Identify guidelines for securing network devices. Identify features  more...

Building Cisco Multilayer Switched Networks Part 1 ...ules. Identify components of the Cisco Architecture for Voice, Video and Integrated Data (AVVID) framework. Identify roles of switches in the Campus Infrastructure Module. Identify types of data-link layer technologies. Unit 2: Configuring VLANs and VTP (4 hours) Identify features of VLANs. Identify differences between end-to-end and local VLANs. Identify guidelines for  more...

Organizational Skills Managing Information ...ze and act on information received via paper, e-mail, and voice mail. Use innovative reading and note-taking techniques to improve information comprehension. Use association, personalization, and mnemonics to enhance information retention and recall. Manage incoming information to prevent information overload.  more...

Organizational Skills Time Management ...e time spent on the telephone. Use voice mail and e-mail as time saving tools. Delegate tasks to others. Simulation Overview: In this simulation, you are meeting with the Corporate Sales Manager to create a proposal so your organization can obtain a contract with another company. You need to coordinate  more...

CCNT Basic Telecommunications v6 0 Part 1 ...tions with their functions. Identify features of analog voice signals. Match analog transmission impairments with their descriptions. Identify features and functions of analog multiplexing. Audience: Candidates for this curriculum are learners preparing for the Basic Telecommunications module of the CCNT exam and IT professionals. Typical job profiles include: End users, Technical  more...

CCNT Basic Telecommunications v6 0 Part 2 This course focuses on transmission networks, switching, and signaling. The course begins with an overview of transmission networks, looking at current structures, cellular, Internet, and the various transmission media. It then covers signaling, looking at the various signaling types and processes. The final area of concentration is switching, covering, for example, analog and digital, time- and  more...

Interpersonal Communication Telephone Skills ...ening methods. Create an effective voice mail greeting. Take accurate messages. Transfer calls effectively. Put a caller on hold correctly. Simulation Overview: In this simulation, you are handling incoming telephone calls from callers with various needs. You  more...

Emotional Intelligence Applying Emotional Intell in the Workplace ...agement style. Nathan has requested a meeting with you to voice his concerns. As the Department Manager, you need to discuss the situation with Nathan and effectively apply the LISTEN process of Emotional Intelligence to determine both the cause of the problem and an appropriate course of action. Unit 2: Emotional Intelligence and Teams (0.5 - 1 hour) Identify  more...

Grammar Skills Writing Effectively ... as subject-verb agreement, the active versus the passive voice, and phrases and clauses. Learn To To identify elements of a sentence. To identify the four types of sentences. To identify guidelines for correctly structuring a sentence. To identify five types of phrases.  more...

Effective Presentations The Presentation Process ...pear relaxed. In addition, you will learn how to use your voice and nonverbal communication to improve the delivery of your presentation. Finally, you will learn how to assess the audience members and answer their questions. Learn To Apply four steps to help reduce your fear of speaking. Apply five elements of nonverbal  more...

E-mail Etiquette Writing Effective E-mail Messages ... using specific words to avoid vagueness and using active voice rather than passive. Learn To Identify the differences between writing online and writing on paper. Arrange the steps for achieving your e-mail message objectives. Identify specific and vague words or phrases. Identify examples of active versus passive voice. Identify how to place commas correctly.  more...

Excellence in Service Communicating With Customers Virtually ...ustomer's telephone call. Identify guidelines for using voice mail. Identify guidelines for leaving voice mail messages. Unit 3: Practicing E-mail Etiquette (1 hour) Identify ways to compose easy-to-read e-mails. Identify subtle changes you can make when communicating with Drivers in an e-mail. Identify subtle changes you can make when communicating with Influencers in an e-mail.  more...

Call Center Inbound Customer Service ...e when providing service. Use your voice to convey effective customer service. Emphasize the positive to your customers. Identify different types of customers. Open a customer service telephone call properly. Simulation Overview: In this simulation, you are a  more...

Cisco Networking Technologies Introduction Part 1 ...functions and features of routers. Identify features of voice, Digital Subscriber Line (DSL), and optical devices. Identify features of multilayer security devices. Unit 2: Network Topologies, Standards, and Types (4 hours) Identify features of physical topologies. Identify features of a bus topology. Identify features of star topologies. Identify features of ring topologies.  more...

CCNT Broadband Technologies v6 0 Part 2 ...istics of Frame Relay. Identify features of Frame Relay voice transmission. Identify features of circuits. Identify features of the committed information rate (CIR). Identify features of congestion management encapsulation frames in a Frame Relay network. Match components of customer premises equipment (CPE) with their descriptions. Unit 3: SS7 and Cell Relay (2 - 3 hours)  more...

CCNT Broadband Technologies v6 0 Part 3 ...ubscriber Line (DSL) connectivity. Identify features of Voice over Digital Subscriber Line (VoDSL). Identify features of Asymmetric Digital Subscriber Line (ADSL). Identify features of Symmetric Digital Subscriber Line (SDSL). Identify features of wireless broadband generations. Identify characteristics of Local Multipoint Distribution Services (LMDS). Identify characteristics of  more...

Complete CCNT v6 0 Curriculum The Complete CCNT v6.0 Curriculum includes the following: CCNT Basic Telecommunications v6.0: Part 1 CCNT Basic Telecommunications v6.0: Part 2 CCNT Basic Data Communications v6.0: Part 1 CCNT Basic Data Communications v6.0: Part 2 CCNT Basic Data Communications v6.0: Part 3 CCNT Local Area Networks v6.0: Part 1 CCNT Local Area Networks v6.0: Part 2 CCNT Local Area Networks v6.0: Part 3  more...

CCNT Computer-Telephony Integration Essentials v6 0 ...stics of call routing. Identify features of interactive voice processing. Identify uses of Computer-Telephony Integration (CTI) applications in corporations. Identify uses of Computer-Telephony Integration (CTI) applications in government agencies. Identify uses of Computer-Telephony Integration (CTI) applications in distribution and wholesale organizations. Audience: Candidates  more...

CCNT Voice Over IP Essentials v6 0 ... present the learner with a comprehensive introduction to Voice over IP (VoIP), its technology, benefits, QoS issues and their solutions, and standards. The first half of the course covers packet voicing basics, Internet technology, and the benefits and applications of VoIP. It then moves on to cover Gateways and their various functions, major issues involved in bandwidth consumption, and  more...

Telephone Skills Professionalism Through Basic Skills ...elect the elements that comprise a professional telephone voice. Simulation Overview: In this simulation, you will meet with Kim Stein, Call Center Supervisor at Icon's customer service center. You are a new telephone account executive, and you're in your first week of orientation training. In this training session, you are going to put basic telephone skills into practice by taking your  more...

Telephone Skills Effectively Mng Inbound Outbound Calls ... make outbound calls including stress management. Leaving voice mail messages, developing secondary contacts, and delivering negative messages are also covered. Finally, the learner is guided through procedures to make persuasive calls, including calls for building relationships with prospective customers. Learn To Screen calls. Give the caller options. Deliver negative  more...

Project Leadership Overcoming Obstacles ... that displays Caller ID info, four-way rocker mouse, and voice-activated dialing. The X3's initial product release was well promoted, and even with a price tag of $500, sales spiked. However, customer complaints started coming in almost immediately because the sound hole is small and the phone is awkward to hold against your ear. As a result, sales began to slow down. In today's meeting, you  more...