e-Learning
New to the night shift? This e-Learning material provides (some) tips on how to cope with a night shift job, especially to first time call center agents. Users will have the opportunity to test their new-found knowledge with Flash interactive tests and games at the end of each topic.
Too technical? This e-Learning material simplifies the explanation of greenhouse gasses and the phenomenon called 'Greenhouse Effect' to high school students. The phenomenon is illustrated using Flash animation. Users also have the opportunity to play against Captain Heat in terms of identifying the activities that increase or decrease the amount of greenhouse gasses in the atmosphere.
Learning is fun when the lesson is presented in an entertaining manner. This module weaves the lesson about Simple Machines with a fun story about a pirate – a character that most children know well from story books and movies.
How are inbound calls queued? The phases involved in an inbound call transaction are compared to an over-the-counter bank transaction. This animation shows the three phases of the transaction: Queuing, Distribution, and Handling. The training module explains what happens to an inbound call when it reaches the call center as an introduction to a lesson on Service Levels.
This module explains the relationship of call volume, call arrival pattern, service level, and the role of Workforce Management in effective staffing. Given the historical Call Arrival Pattern, WFM makes sure that the number of staff is enough to handle the predicted call volume at a particular period of time to keep service at acceptable levels.
This module explains the organization of a Call Center and the roles of each department. It demonstrates that, like the gears of a clock, each department has to work efficiently to contribute to the overall effectiveness of the center. This illustration shows how each department supports each other contributing to the overall performance of the call center.
This online help tool was developed for a conference scheduling and management application being used by businesses and hotels. Our team of technical writers updated the contents of the application’s user manual, and re-written it for online readers. The help tool was uploaded in our customer’s website to assist users of the system which is also being accessed online.
