From Serebra Learning Corporation
Microsoft Windows 95 Fundamentals 
This is the first of a series of multimedia self-paced learning courses in
Windows 95 and related
Microsoft application products. You will learn to use key functions of Microsoft s Windows 95 operating system. The instruction uses text, voice, questioning, practice, quizzes and multiple study paths to create a learning environment that enhances your enjoyment and comprehension. Mastery tests at
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Microsoft Windows 95 Advanced Topics 
This multimedia self-paced learning course will explore advanced features of
Windows 95. The unique
Skill Builder instruction utilizes text, voice, questioning, practice, quizzes and multiple study paths to create a learning environment that enhances your enjoyment and comprehension. Mastery tests at the end of each unit allow you to verify your understanding of key skills and guide you back to
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Microsoft Word for Windows 95 Fundamentals 


This multimedia self-paced learning course will instruct you on working with the latest release of
Word for
Windows 95. Users will see how they can apply the skills taught to their own documents in their workplace. 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
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Microsoft Word for Windows 95 Advanced Topics 


...'s unique
Skill Builder instructional approach 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
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Microsoft Excel for Windows 95 Fundamentals 


This multimedia self-paced learning course will show how
Excel 95 can make everyday tasks simpler and less time consuming. 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. Mastery tests at the end of each unit allow you to verify your understanding of key
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Microsoft Excel for Windows 95 Advanced Topics 


This multimedia self-paced learning course will instruct you on working with the advanced skills of
Excel 95 necessary to maximize your productivity. 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. Mastery tests at the end of each unit allow you to verify
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Microsoft PowerPoint for Windows 95 Fundamentals 


This multimedia self-paced learning course will instruct you to perform key
PowerPoint functions to create eye-catching presentations. 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. Mastery tests at the end of each unit allow you to verify your
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Microsoft Access for Windows 95 Fundamentals 


...ndows 95. 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
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Microsoft Project for Windows 95 Fundamentals 
...ndows 95. 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
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Microsoft 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
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Microsoft Excel 97 Expert User 
...Excel 97. 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 modules at the end of each unit allow
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VoIP Network Quality of Service Techniques 
...s the
QoS service details necessary to provide acceptable voice quality over the best effort data network. Here, we first discuss general converged network QoS requirements. We find that QoS parameters extend beyond just bandwidth and delay, but also include jitter, packet loss, network availability, and security. We discuss traffic shaping and admission control, and learn how we can use
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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
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Inside Sales Skills Simulation 
You are an inside sales representative for
Muscle-Bound Fitness, a franchise of fitness facilities with a unique corporate wellness offering. In this simulation, your boss has asked you to contact a potential new customer. This new lead, a network television station known as
TV-22, is a perfect candidate for
Muscle-Bound's corporate wellness program, and your job is to convince them of such by
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Interacting with the Customer 
Failing to realize the importance of customer service and effective complaint handling leads to increasingly dissatisfied customers. Organizations need to be able to address the needs of customers in an effective and efficient manner. This course is intended to show the proper procedures and processes needed to provide effective customer service: how to properly support a customer, how to overcome
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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:
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Call Center Communication Skills 
Communication skills are very important for a successful career in customer service and sales. This is especially true in a call center environment. Call centers can be high pressure, fast-paced environments where you may have to deal with hundreds of people in one day. That is why it is so important to fine tune your communication skills. This course will examine handling different personalities,
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Personal Accountability Working for Your Inner Boss 
Most employees in business organizations must answer to someone else. From the top of the organization chart to the bottom, nearly every manager and employee must look to a supervisor, a director, or even a customer to establish priorities, assign tasks, set deadlines, and evaluate results. Whoever gives this direction is called the boss. On one level, the boss decides how employees will perform
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Delivering Your Message 
So, the presentation is prepared and practiced. Great. But this means nothing to the audience. When you stand there in front of them, all that matters to them is what you look like and what you say. This course is about delivering your message, and the techniques you need to do this. First of all, you have to make a positive first impression on your audience members by how and where you stand, by
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Managing Anger in the Workplace Simulation 
...a coworker or manager could make you lose your temper and voice your anger, but is this really a good idea? What will your coworkers or manager think of your outburst? While confronting anger in the workplace is inevitable, it's important to minimize your angry thoughts, emotions and behaviors, and channel your energy into more constructive activities. Your role: As a
Product Manager for the
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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
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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
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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
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Customer Focused Management 
Sam
Walton, founder of
Wal-Mart, is reputed to have said, "There is only one boss the customer. And he can fire everybody in the company from the chairman on down simply by spending his money somewhere else."
Effective quality management processes focus on the customer. In today's global marketplace, customers have more choices than ever before. To achieve success, it is vital for enterprises to
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Convergence of Communications 
This
WestNet e-Learning module discusses how wide area network (
WAN) technologies support and help implement converged communications, voice, video, and data all transported over the same physical network topologies. We will also investigate components key to integrating puclic swiched telephone network (
PSTN) and data communications.
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VoIP Services 
This module introduces
VoIP Services. We define and explain packet telephony, its benefits and potential pitfalls, and why private users, small and large businesses, and the industry press see this technology as the next great telecommunications revolution. We introduce the many components that make up a converged voice network, and examine their roles. We explore the market drivers pushing
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VoIP Network Integration with Legacy Services 
This module focuses on how we interface legacy
PSTN services with an H.323 network. First, we trace the steps involved in setting up and tearing down an H.323 call. Next, we explore how we can translate
Signaling System 7 (
SS7) interswitch signaling into packetized network traffic, carrying such advanced call features as call forwarding, calling and called party identification information, and
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VoIP Network Engineering Management and Support 
...ver methods we can use to measure the converged network s voice quality, and how we can determine the effects the final network design has on overall network performance. We review network security issues and threats, and discuss means we can use to prepare and protect our network from these threats. Since a converged network includes both traditional voice and data services, we discuss
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PBX and ACD Systems 
This
WestNet e-Learning module focuses on the private branch exchange (
PBX) telephone switching system. We will see how a combination of telephone switching and dedicated lines can create a wide area voice and data network that can treat most intraoffice calls as "local."
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Frame Relay Signaling and Applications 
To introduce the various
Frame Relay signaling mechanisms and applications
Technical professionals; IT and business managers who need to learn about wide area network technologies; students investigating or researching telecommunications technologies; nontechnical business managers, project managers, and end-users who require information on the capabilities of communications technologies to make
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Digital Subscriber Line 
To explain the various technologies used to provide digital subscriber lines
Network managers, builders of wide area networks, systems engineers, and technical support staff
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Introducing Voice Over IP 
To identify the components and signalling protocols of
VoIP, recognize how VoIP works with the centralized and distributed architectures, and determine the gateway requirements to support both architectures in enterprise and service provider environments IT professionals responsible for preparing, configuring, and maintaining a voice and data network; candidates preparing for the
Cisco Certified more...
Building and Securing VoIP Networks 
To identify how to implement numbering plans and scalable dial plans for
VoIP networks, calculate existing bandwidth and additional bandwidth requirements for voice and data traffic, and recognize the implications of implementing security measures in IP networks that transport voice IT professionals responsible for preparing, configuring, and maintaining a voice and data network; candidates
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Configuring Voice Interfaces 
To configure router voice ports, identify how to monitor and troubleshoot voice ports, recognize factors affecting analog voice quality, and configure voice interface settings for optimal voice quality IT professionals responsible for preparing, configuring, and maintaining a voice and data network; candidates preparing for the
Cisco Certified Voice Professional certification (
CVOICE 642-432)
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Cisco DESGN 2 0 Voice Networking 
...ecognize the components and methods of traditional and IP voice networks, the
QoS mechanisms used to improve IP network performance, and design voice support for an enterprise network
Network engineers, network system analysts, and maintenance personnel responsible for designing small to medium-sized and enterprise networks; individuals seeking the
Cisco Certified Design Associate (
CCDA)
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Cisco ONT 1 0 Network Requirements and Introduction to VoIP 
To recognize the converged network requirements within the
Cisco conceptual network models, the basic principles of
VoIP networks and conversion to them, call control mechanisms, and how voice is digitized for data transport
Individuals preparing for the Cisco Certified Network Professional CCNP and the Cisco Certified Design Professional CCDP certifications; senior-level network support
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Cisco ONT 1 0 Supporting VoIP 
To recognize how voice is encapsulated, bandwidth requirements and overhead, and how voice is implemented in an enterprise
Individuals preparing for the Cisco Certified Network Professional CCNP and the Cisco Certified Design Professional CCDP certifications; senior-level network support professionals, network administrators, network engineers, network managers, systems managers, or network
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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
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CCNT Computer-Telephony Integration Essentials v6 0 
This course introduces
CTI and covers CTI architecture and CTI hardware. It also teaches CTI markets and CTI system development. Candidates work in the data and telecommunications industries and are preparing for the Computer-Telephony Integration Essentials module of the
CCNT exam. Typical job roles include telecom and call center managers. Average computer literacy is desirable.
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CCNT Basic Telecommunications v6 0 Part 1 
The goal of this course is to present the learner with the fundamentals of telecommunications and to give a comprehensive introduction to analog and digital concepts. The course covers the history of telecommunications and looks at the structure of business systems (including station sets,
PBX, key and hybrid systems,
ISDN and broadband),
CPE, and services (dedicated and switched). The course then
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Microsoft Windows XP Tablet PC Edition 2005 
... PC combines mobile computing with unique handwriting and voice recognition technology allowing users to type, write, or dictate notes. It also offers interactivity features by accepting commands in the form of gestures drawn by users. This course will explain how a
Tablet PC is different from a desktop or laptop. The unique features of a Tablet PC will be covered as well. Additionally, this
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Instant Text and Unified Messaging in Outlook 2007 
...bile devices. It also allows you to receive and listen to voice mail messages in your inbox, and send and receive faxes directly to and from your inbox. This course explains how to configure and implement
IRM. It also discusses how to send and receive instant and text messages and faxes from your inbox, and how to configure
Outlook for voice mail. Personnel at all levels of the enterprise; end
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Discover Your Tablet PC 
... PC combines mobile computing with unique handwriting and voice recognition technology allowing users to type, write, or dictate notes. It also offers new interactivity features by accepting commands in the form of gestures drawn by users. This course will explain how a
Tablet PC is different from a desktop or a laptop. The features of a Tablet PC, its benefits and uses will be covered.
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Internet Features 
This
WestNet e-Learning module covers the newer technologies and features available to
Internet users including, colorful graphics, stunning animations, audio, and video. This module will also introduce those technologies and features that might be used on a more widespread basis in the future.
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Telephone Skills: Effectively Managing Inbound and Outbound Calls 
This course teaches the skills to prepare for inbound calls and how to deal with them. Guidelines for screening calls putting a caller on hold transferring a call and taking messages are taught. The learner is also stepped through the preparation to make outbound calls including stress management. Leaving voice mail messages developing secondary contacts and delivering negative messages are also
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Grammar Skills - Writing Effectively 
Professionals are required to communicate effectively. In doing so they must have a good understanding of proper grammar skills. This course covers the fundamentals of effective sentence construction including such things as subject-verb agreement the active versus the passive voice and phrases and clauses.
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CCNT VoIP Essentials 
... 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...
CTP Telephony Networking Part 1 
In this course you will learn about standard circuit-switching networks as opposed to packet-switching networks such as the
Internet. Increasingly telephony represents the convergence of voice networks as well as data networks such as the Internet.
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Professional Selling Over the Phone: Prospecting 
Professional
Selling Over the
Phone:
Prospecting offers the student examples of sources for finding telesales 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.
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From 123-CBT Computer Based Training
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...
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
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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
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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
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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.
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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
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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
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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
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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.
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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
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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.
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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
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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 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 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
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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
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