Online Voice eLearning

INTRODUCTION TO VOICE OVER IP INTRODUCTION TO VOICE OVER IP  more...

THE VOICE OF LEADERSHIP THE VOICE OF LEADERSHIP  more...

Word 2002 Advanced Word 2002: Advanced Microsoft Lesson 1: Building Tables & Charts Introduction Lesson Objectives Opening Word The Task Pane Inserting Headers & Footers Inserting A Picture In A Header Formatting Text In A Header Defining A Style The Style & Formatting Task Pane Switching Between Headers & Footers Inserting Text In A Footer Inserting Page Numbers Inserting A Section Break Creating  more...

ARCH 2 0 Voice Over WLAN Design ARCH 2.0: Voice Over WLAN Design Cisco Cisco Certified Design Professional (CCDP ) 642-873 Designing Cisco Network Service Architecture 2.0 To identify drivers and coverage considerations for VoWLAN, the steps in a VoWLAN site survey, and the requirements necessary to support voice in a WLAN  more...

DESGN 2 0 Voice Networking DESGN 2.0: Voice Networking Cisco Cisco Certified Design Associate (CCDA ) DESGN Designing for Cisco Internetwork Solutions v2.0 To recognize 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  more...

Using Voice of the Customer in Six Sigma ...Voice of the Customer in Six Sigma ASQ Six Sigma Black Belt (SSBB) Customers are at the heart of all Six Sigma initiatives, and this focus on customers is what makes Six Sigma an outstanding organizational performance improvement program. The voice of the customer (VOC) is a Six Sigma strategy used to capture requirements and feedback from the customer and to meet their requirements.  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...

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...

Cisco CVOICE 8 0 Path Selection Calling Privileges ...VOICE 8.0: Path Selection & Calling Privileges Cisco CCNP Voice (formerly known as CCVP) 642-437 Implementing Ciso Voice Communications and QoS v8.0 (CVOICE v8.0) Path selection is one of the most important aspects of a well-designed VoIP system. High availability is desirable so that there is usually more than one path for a call to take to its final destination. Multiple paths provide  more...

Cisco CVOICE 8 0 SIP MGCP Signalling Protocols ...VOICE 8.0: SIP & MGCP Signalling Protocols Cisco CCNP Voice (formerly known as CCVP) 642-437 Implementing Ciso Voice Communications and QoS v8.0 (CVOICE v8.0) Session Initiation Protocol (SIP) is one of the most important voice signaling protocols within service provider VoIP networks and is supported by most IP telephony system vendors. As such, it is an ideal protocol for  more...

Cisco CVOICE 8 0 VoIP Call Legs ...VOICE 8.0: VoIP Call Legs Cisco CCNP Voice (formerly known as CCVP) 642-437 Implementing Ciso Voice Communications and QoS v8.0 (CVOICE v8.0) The inherent characteristics of a converged voice and data IP network create challenges for network engineers and administrators in delivering voice traffic. This course describes the challenges of integrating a voice and data network and offers  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...

Interpersonal Communication Communicating with Confidence ... Communicating with Confidence Are you reluctant to voice your opinions to your colleagues for fear they'll be judged negatively? Do you find yourself avoiding awkward communication situations? Confident interpersonal communication skills are essential for healthy and successful relationships, whether personal or professional. Once you've learned how to apply them, these skills enhance  more...

Building Rapport in Customer Relationships ...ir situation, and providing an empathetic ear for them to voice their concerns. Building rapport can lead to great customer relationships between individuals as well as the company they represent. This course covers how to build rapport with customers by being customer-focused. This includes being able to connect with your customers, being positive, paying close attention the customers' needs,  more...

Essential Skills for Professional Telephone Calls Essential Skills for Professional Telephone Calls Virtually every single company in the global economy uses the telephone for at least a part of their business. For many organizations, the telephone is the primary form of communication with customers, clients, and colleagues. And with virtual work environments established as a modern business practice, business telephone etiquette is more  more...

Cisco CVOICE 8 0 Cisco Unified Communication Manager ...VOICE 8.0: Cisco Unified Communication Manager Cisco CCNP Voice (formerly known as CCVP) 642-437 Implementing Ciso Voice Communications and QoS v8.0 (CVOICE v8.0) Cisco Unified Communications Manager Express provides call processing for Cisco Unified IP phones for small-office or branch-office environments. It enables the large portfolio of Cisco integrated services routers to deliver  more...

Cisco CVOICE 8 0 Cisco Unified Communications Manager Express Endpoints ...VOICE 8.0: Cisco Unified Communications Manager Express Endpoints Cisco CCNP Voice (formerly known as CCVP) 642-437 Implementing Ciso Voice Communications and QoS v8.0 (CVOICE v8.0) This course describes how to configure the Skinny Client Control Protocol (SCCP) and Session Initiation Protocol (SIP) endpoints in the Cisco Unified Communications Manager Express. The SCCP endpoints are  more...

Cisco CVOICE 8 0 Call Routing Dial Plans ...VOICE 8.0: Call Routing & Dial Plans Cisco CCNP Voice (formerly known as CCVP) 642-437 Implementing Ciso Voice Communications and QoS v8.0 (CVOICE v8.0) To integrate VoIP networks into existing voice networks, you must have the skills and knowledge to implement call routing and design an appropriate numbering plan. A scalable numbering plan establishes the baseline for a comprehensive,  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...

Cisco CVOICE 8 0 Gatekeeper Cisco Unified Border Element ...VOICE 8.0: Gatekeeper & Cisco Unified Border Element Cisco CCNP Voice (formerly known as CCVP) 642-437 Implementing Ciso Voice Communications and QoS v8.0 (CVOICE v8.0) Gatekeepers play a major part in medium and large H.323 VoIP network solutions. Gatekeepers allow for dial-plan scalability and reduce the need to manage global dial plans locally. This course describes the functions of a  more...

Cisco CVOICE 8 0 QoS Mechanisms ...VOICE 8.0: QoS Mechanisms Cisco CCNP Voice (formerly known as CCVP) 642-437 Implementing Ciso Voice Communications and QoS v8.0 (CVOICE v8.0) IP networks must provide a number of services to adequately support voice transmission using VoIP. These services include security, predictability, measurability, and some level of delivery guarantee. Network administrators and architects achieve  more...

Cisco CVOICE 8 0 Congestion Rate Limiting AutoQos ...VOICE 8.0: Congestion, Rate Limiting & AutoQos Cisco CCNP Voice (formerly known as CCVP) 642-437 Implementing Ciso Voice Communications and QoS v8.0 (CVOICE v8.0) Queuing algorithms are one of the primary ways to manage congestion in a network. Network devices manage an overflow of arriving traffic by using a queuing algorithm to sort traffic and determine a method of prioritizing the  more...

IMPLEMENTING CISCO VOICE COMMUNICATIONS QOS CVOICE v8 0 IMPLEMENTING CISCO VOICE COMMUNICATIONS & QOS (CVOICE v8.0) Cisco CCNP Voice (formerly known as CCVP) 642-437 Implementing Ciso Voice Communications and QoS v8.0 (CVOICE v8.0)  more...

The Voice of Leadership Effective Leadership Communication Strategies ...Voice of Leadership: Effective Leadership Communication Strategies How effectively leaders accomplish the objectives of sharing vision and plans, delegating, coaching, and motivating people depends on how well they can adapt their leadership communication style to suit the situation. Leaders who adopt a complementary style that helps communicate their objective increase productivity,  more...

The Voice of Leadership The Power of Leadership Messaging ...Voice of Leadership: The Power of Leadership Messaging How you present yourself to others can determine the power of your message and how it reflects on you as a leader. One of the keys to developing your leadership message is establishing credibility. You must always do what you say you'll do. Powerful leadership messages have distinct qualities, and leaders who learn how to deliver  more...

The Voice of Leadership Self-Assessment Motivation ...Voice of Leadership: Self-Assessment & Motivation It's exciting when you can see your leadership development progress. Understanding how far you've come, and knowing what areas need improvement, increases your motivation to continue to grow as a leader. You can change your behaviors and increase your motivation by learning. This course covers techniques leaders can use to carry out a  more...

The Voice of Leadership Inspirational Leadership ...Voice of Leadership: Inspirational Leadership In order to develop your leadership qualities, you need to accomplish certain tasks and activate your inner greatness. When you strive for inspirational leadership, you demonstrate credibility and create a community with a shared vision. People are inspired when they trust their leaders and can move toward common goals. Inspiring leaders  more...

Cisco Switch 1 0 Accomodating Voice Video in Campus Networks ...Voice & Video in Campus Networks Cisco Cisco Certified Design Professional (CCDP ) 642-813 Implementing Cisco IP Switched Networks (SWITCH) v1.0 When you are migrating to a VoIP network, all network requirements, including power and capacity planning, must be examined so that voice is seamlessly integrated into the existing network. IP telephony services provided over the campus  more...

PSTN and VoIP Fundamentals ...telephone network made up of public and private networks. Voice over IP (VoIP) is the latest telephone technology which is able to provide advanced services to both consumers and businesses, at a reduced cost. This course covers the history and operation of the PSTN and VoIP, and compares the two technologies. Basic signaling technologies used in the PSTN are also described. In addition, this  more...

VoIP Technologies VoIP Technologies There are a variety of technologies required to make VoIP work. Standards, protocols, and devices all need to be voice capable and, in many instances, compatible with both third-party devices and the PSTN. Along with a review of the TCP/IP protocol and basic routing, this course covers such VoIP elements as analog and digital interfaces; numbering and dial plans; gateways  more...

Cisco Route 1 0 Routing Services for Converged Networks ...ng Cisco IP Routing (ROUTE) v1.0 The convergence of voice, video, and data has not only changed the conceptual network models but has also affected the way that networks support services and applications. Planning routing services to support requirements requires an understanding of the Cisco Enterprise Architectures and how they align with the traditional three-layer hierarchical network  more...

The Telecommunications Industry Overview Version 3 ...yers produce communication equipment and deliver a set of voice, data, and broadband services using wire line or wired infrastructure of cables, networks, servers, computers, and satellites. This industry is highly sensitive to the slightest change in regulatory, technological, and economic factors and has its own share of challenges largely stemming from these factors. With wireless and  more...

Customer Driven Process Improvement From Customer Needs to Process Requirements ...to Process Requirements Analyzing and understanding voice of the customer data is an important first step in managing customer-driven process improvement. This data reveals important information about customers' needs, perceptions, and attitudes. But what do you do with the insights you gain from it? Translating the voice of the customer into measurable process requirements is the next  more...

Cisco CVOICE 8 0 Voice Port Implementation Codecs DSPs ...VOICE 8.0: Voice Port Implementation Codecs & DSPs Cisco CCNP Voice (formerly known as CCVP) 642-437 Implementing Ciso Voice Communications and QoS v8.0 (CVOICE v8.0) Connecting voice devices to a network infrastructure requires an in-depth understanding of the signaling and characteristics that are specific to each type of interface. Digital trunks are used to connect to the public  more...

Cisco CVOICE 8 0 Transporting Voice Over IP Networks ...VOICE 8.0: Transporting Voice Over IP Networks Cisco CCNP Voice (formerly known as CCVP) 642-437 Implementing Ciso Voice Communications and QoS v8.0 (CVOICE v8.0) H.323 gateways are among the most common Cisco IOS voice gateways within Cisco Unified Communications Manager environments. H.323 gateways are the endpoints on a LAN that provide real-time, two-way communications between H.323  more...

Cisco CVOICE 8 0 Introduction to Voice Gateways ...VOICE 8.0: Introduction to Voice Gateways Cisco CCNP Voice (formerly known as CCVP) 642-437 Implementing Ciso Voice Communications and QoS v8.0 (CVOICE v8.0) Cisco voice gateway relays high quality voice and fax traffic across an IP network. This course describes the operational modes of a voice gateway and how it fits in the Cisco Unified Communications architecture. It explains the  more...

Instant Text and Unified Messaging in Outlook 2007 Instant, Text, and Unified Messaging in Outlook 2007 Microsoft You can secure your e-mail in Microsoft Outlook 2007 using Information Rights Management (IRM), a feature that allows you to set access permissions for specific messages. Setting these restrictions secures your sensitive information against forwarding, printing, and copying. In addition, when used with an Exchange Server, Outlook  more...

Microsoft Office 2007 Collaborating with Groove and Communicator ...ly with a range of unified communication tools, including voice, video, and instant messaging. This course explores Groove 2007 and Communicator 2007 as collaborative software packages. It teaches how to create Groove workspaces, how to invite people to share that workspace, and how to connect with team members using chat or discussion boards. The concept of 'presence', which displays a team  more...

Cisco IINS 1 0 LAN SAN Voice Endpoint Security ...Voice & Endpoint Security Cisco Cisco Certified Network Associate Security (CCNA Security) 640-553 Implementing Cisco IOS Network Security 1.0 It is important to have a good understanding of the additional aspects of network security, such as LAN, storage area network (SAN), voice, and endpoints. An understanding of how to place emphasis on Layer 2 and host security to provide a much more  more...

Basic Presentation Skills Delivering a Presentation Basic Presentation Skills: Delivering a Presentation Excellence in presentation can be achieved when the standard of your delivery matches the quality of your content. You may have carefully planned and structured what you want to say, but if you deliver your message in a monotone while standing stiffly, you're probably not going to captivate the audience. Having diligently prepared for your  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...

Paralegalism Career Overview Start a new career. Students learn about law and the role of the paralegal and what it takes to become one. Paralegals can assist lawyers in the delivery of many basic services. A paralegal`s general knowledge about the American Legal System and specific knowledge about civil and criminal law can enhance a paralegal`s value in the workplace. Gaining an overview of the law can provide students  more...

Introduction to Law This class provides students with the basic principles of law, such as the difference between civil and criminal laws. Students will also explore diverse areas of the law like cyberlaw, insurance, e-commerce and will, trusts and estates. Legal systems exist to serve the interests of the citizenry. Laws under such systems can deal with the public and private safety and health of citizenry, the  more...

Contract Law Contracts form the primary basis for commercial activity in society. Learn the A-Z basics of contract law. By creating rules about what constitutes contracts (basic contract law), society describes those agreements that help a society to conduct business. Specialized rules apply to sales and lease contracts. For this Basic Completion course, students will contact the instructor who will guide  more...

Business Organizations and the Law Learn about different business organizations and the criteria that defines their operations. By allowing for the creation of different kinds of business organizations, society ensures that different kinds of businesses can exist to meet the different demands of the marketplace. These business organizations may appoint individuals to act on their behalf. They also must abide by certain minimal  more...

Property, Regulation and Commercial Paper This course focuses on property interests, the impact of government regulations and how to create and use negotiable instruments. To allow for the more orderly transfer of legal interests, societies have created laws that describe the different types of interests and how to transfer such interests. This course focuses on property interests, the impact of government regulations and how to create  more...

Ethics and the Law This course focuses on the ethics involved in the practice of law Attorneys and paralegals need to engage in ethical behavior, because of the duties they owe to their clients and to the legal system. They have access to clients` information or property or to information disclosed with an expectation of confidentiality. Therefore, attorneys and paralegals need to appreciate the degree to which  more...

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...

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...

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...

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...

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...

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...

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...

Medical Workforce Spanish Medical Spanish is designed to provide students with skills in the Spanish language related to healthcare. Students are also introduced to the culture of the Spanish-speaking world, which prepares the non-Spanish-speaking healthcare professional to provide medical care and attention to Spanish speaking patients in medical office settings. No prior knowledge of Spanish is required. Upon successful  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...

Identifying What the Customer Wants Do you know what your customer wants? Traditionally, companies have assumed customer needs and expectations. Today, the more successful companies actively solicit customer input. The result? They create products the customer wants and needs. To compete successfully in today's market, you'll need to do the same.This course presents ways you can solicit your customer's voice, methods to prioritize  more...

Cisco Catalyst Switches and IP Communicator To configure a switch port to receive voice and data traffic on different VLANs and install and configure Cisco IP Communicator with Cisco CallManager to make IP Phone calls from the PC.  more...

Cisco ONT 1 0 Supporting VoIP To recognize how voice is encapsulated, bandwidth requirements and overhead, and how voice is implemented in an enterprise  more...

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  more...

Cisco BCMSN 3 0 Configuring Campus Switches to Support Voice To identify and configure switch infrastructure to support voice  more...

Cisco BCMSN 3 0 Configuring Campus Switches to Support Voice To identify and configure switch infrastructure to support voice  more...

Introduction to Cisco Voice Design Concepts To identify voice design principles and outline guidelines for successful integrated network deployment  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...

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...

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...

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...

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  more...

Building Cisco Multilayer Switched Networks Part 1 ...les. 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  more...

Designing Cisco Network Service Architectures Part 1 ...: 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  more...

Designing Cisco Network Service Architectures Part 4 ...lephony. 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  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 ...ions 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,  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 ...unctions 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  more...

CCNT Broadband Technologies v6 0 Part 2 ...stics 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 ...bscriber 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  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  more...

CCNT Computer-Telephony Integration Essentials v6 0 ...tics 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:  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...

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...

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...

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...