This document outlines training for call center employees on a new eBill feature being released. The training will be delivered online through eLearning modules. The training is needed to enable employees to assist customers with eBill processes. It will present information through videos and interactive demonstrations. Learners will practice using a demo website and be assessed through quizzes and a final exam. The goal is for employees to understand eBill statuses, functions, and be able to manage bills and payments for customers. Feedback from quizzes, surveys, and call monitoring will allow improvements to be made.
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Multisoft Systems is one of the corporate training companies in India offering onsite corporate training Programs. Our corporate training solutions are tangible and make your teams proactive in the work plan and its execution.
D Guralnick - Eyes on UX 2009 Presentation on the E-Learning User ExperienceDavid Guralnick
Here's the abstract from my conference session:
E-learning in the business world has the potential to be extremely effective and enjoyable, though that potential often goes unrealized. In this session, we will discuss learning-by-doing, scenario-based methods to create learning experiences that teach skills that will apply on-the-job and provide an enjoyable (and sometimes emotionally-moving) experience for the learner. I will show examples of e-learning experiences that have been considered successful, and discuss the design process used to create these experiences. Contrasts will be drawn between various online pedagogical methods which involve applications of educational theory and research to practical training problems in business.
Corporate LMS | Paradiso Learning Management System for CorporateParadiso LMS
Paradiso Corporate LMS is Best Learning Platform which will help your company organize, track, and manage employee training efforts. You can got to know more here: https://www.paradisosolutions.com/learning-management-system/corporate-lms
This powerpoint presentation is on a proposed startup idea which is "Online College". It discusses the Business Model Canvas of the proposed startup along with lean startup principles.
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This instructional plan allowed me to fully understand the proper steps to set up a course. It gave me the outline necessary to create an effective plan to train others. It gave me the opportunity to create and to foresee any problems that come.
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- Ways to decrease LMS costs
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How can we cultivate a learning culture, when we cannot get the learners to drink?
Join Dr. Allen Partridge, Adobe eLearning Evangelist and Lifelong Learning Addict for this one hour exploration into the power of gamification, incentives, skill guidance and ease of use, to motivate and inspire the people you train to cultivate a learning culture in your organization.
This webinar will demonstrate these concepts using Adobe Captivate Prime, Adobe’s new full feature Learning Management System.
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During the webinar attendees found out:
● How to adapt smart learning production processes to build personalised learning content at large scales.
● How to use Agile production techniques of chunking and iteration to transform your learning.
● Hints, tips and workflow suggestions to manage global projects with minimal fuss.
● How the experts use the latest authoring tools to deliver rapid results at the highest level.
● How to manage complex operations to take the client with you and ensure customer success.
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3. Instructional Need
• eBill is a new feature being releases within OneClick™ product.
Call center employees must be trained to use this feature in
order to properly assist customer/clients.
• Training is fit for both the expertise and the novice.
• By the end of training call center employees will be able to
effectively and efficiently assist customers manage their bill
pay accounts.
4. Learner Audience
• Call Center Employees at iPay Solutions.
• Novice/Expert client support at iPay Solutions.
5. Why is the training needed?
• Support customers/clients with the eBill process.
Demographic Characteristics
• Training is not tailored in any way to any demographic
characteristics regarding age, learners are multi-generational.
6. Instructional Context
• Training is for call center employees.
• Training will be delivered in house to individual employees via
e-Learning modules on the company LMS.
• Management has asked for this specific training.
• Management has asked that this training be delivered in an
online format on individual employee basis.
7. Desired Learning Outcomes
• Upon successful completion the learner will be able to:
• Identify eBill statues and how they affect subscribers.
• Demonstrate eBill functions in a subscribers bill pay
account.
• File eBill and view payment history.
• Set up and manage AutoPay for eBill payees.
• Demonstrate proficiency using operating procedures with
90% accuracy.
10. Presenting
• New Information presented via e-learning via company LMS
• Modules in Power Point format
• Five Modules each contains
• Show Me (informational visual video) section
• Guide Me (practice using a demo of the real website)
• Quiz Me (learners are asked real world, problem based
questions, authentic assessment versus traditional)
11. Active Practice Opportunities
• The “guide me” section will give learners an opportunity to
navigate the features and practice on a demo of the eBill web
site. (This is an exact replica of the live site.)
12. Feedback and Guidance to the Learner
• Quizzes on modules 2-5 must be passed to go on to next
module.
• If not passed on 2nd
attempt , sent back to review module
and quizzed again.
• Cumulative Exam which must be passed with 90%
accuracy.
• Complete survey before printing completion certificate.
13. Feedback and Guidance to the Learner
• Follow up Survey
• Role playing with Management.
• Provide feedback on the role playing.
• End of Training Survey
• SurveyMonkey – 10 free questions.
• 2 questions per module.
• Feedback will allow designer to make changes per module
if needed.
14. Assessing Learning
• Clients will evaluate their experience with the level of
knowledge and assistance provided by call center employee.
• Call center calls will be recorded and reviewed to determine
learner mastery.
• At the end of training a printable certificate for completing
course, all quizzes and final survey.
15.
16. Instruction
• Guide instruction not discovery instruction.
• Problem-based instruction will be used in the quiz to include
real world scenario questions.
• Authentic Assessment.
• Learners will be guided through each module.
• Each module must be completed successfully prior to moving
on to next module.
18. Media and Technology
• Captivate Software
• Microsoft PowerPoint
• Company LMS
• SurveyMonkey
19. Storyboard Design: Content and Concepts
• Introduction to eBill (Animated)
• eBill Functionality (Animated) (Interaction: See & Do demonstration)
Set up eBill
eBill Due
Troubleshooting eBill
• File eBill (Animated) (Interaction: See & Do demonstration)
• eBill History (Payment History) (Animated) (Interaction: See & Do
demonstration)
• AutoPay (Animated) (Interaction: See & Do demonstration)
21. Evaluation and Improvement
• Efficiency
• Employees take training at station = no lost productivity.
• Due to the frequency of new releases that call center
employees must be trained on, e-learning is more efficient
than classroom instruction.
22. Evaluation and Improvement
• Cost / Benefits
• Employees can complete training as they have down time.
Training modules can be completed in stages and does
not have to be completed all at once.
• e-learning modules benefit employees by being more
hands on than traditional classroom training. Modules are
user friendly and include animation for some
entertainment value.
23. Evaluation and Improvement
• Satisfaction
• Unknown
• Meeting all objectives
• Same benefits as in class training