Avaya And MHLL Aim For Standardized CRM Training Courses.
Avaya Inc., a provider of corporate networking solutions and
services, has allied with McGraw-Hill Lifetime Learning (MHLL), a
provider of e-learning solutions, to develop qualified CRM-focused
training courseware for contact center agents. The two companies plan to
establish a technology-based contact center training program and will
work to establish standardized courseware for industrywide training of
CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. agents. Avaya will provide expert content focused on what it takes
to be successful in a customer-relationship-managed, multimedia contact
center and generate sales leads through its existing customer base. MHLL
will provide project funding Project Funding reflects the overall financial analysis and entails the analysis that is needed in order to get the financial means approved and funds made available to be able to perform the discipline of project management. , instructional design Instructional design is the practice of arranging media (communication technology) and content to help learners and teachers transfer knowledge most effectively. The process consists broadly of determining the current state of learner understanding, defining the end goal of support, technology
platform and support for disseminating content, media versioning
localization Customizing software and documentation for a particular country. It includes the translation of menus and messages into the native spoken language as well as changes in the user interface to accommodate different alphabets and culture. See internationalization and l10n. as well as a sales channel. Courses recently announced run
the gamut from basic contact center skills to consultative selling
practices to media functions and etiquette.
COPYRIGHT 2001 Technology Marketing Corporation
No portion of this article can be reproduced without the express written permission from the copyright holder.
Copyright 2001, Gale Group. All rights reserved. Gale Group is a Thomson Corporation Company.
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