Creating Media-rich Online Courses for Thousands of Customer-service Employees

When the JPMorgan Chase’s Card Services organization began experiencing rapid growth across multiple sites, their performance improvement team quickly realized it would need a new content authoring solution to continue meeting its training objectives. The company chose SumTotal ToolBook authoring software to create media-rich online courses integrated with SumTotal Learning Management to deliver training and track results.

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The Hidden Benefits of VoIP Revealed

The appeal of VoIP is straightforward: By converging voice and data into a single, unified network, businesses can lower costs and increase productivity, as the scaled-down VoIP infrastructure is easier and less expensive to maintain. Read this white paper to gain a competitive advantage with VoIP’s four “secret weapons”: rich media, mobility, unified communications, and virtual workplaces. Read More

4 Steps to Choosing the Right Device for Field Service Mobility

  • Source: IFS
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Choosing the right device for field service management needs is not easy. This white paper will guide you through the different factors, including your organization’s technology outlook, how a customer’s perceptions of you might be affected by the device, and how the hardware features make your employees more efficient. Know the four steps to consider for choosing the right device for your field service mobility needs. Read More

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The Forrester Wave: CRM Suites Customer Service Solutions, Q3 2010

This paper evaluates various service software solutions for customer service and business process professionals to create differentiated customer experiences and build stronger buyer loyalty. Customers are increasingly online, want self-service options, and demand real-time responses. Also, social media has grown to be an important new channel for interacting with customers and engaging in innovative ways. Read More

Case Study: Teach For America

To ensure that corps members enter the classroom equipped with the knowledge, skills, and mind-sets needed to become highly effective teachers and lead their students to significant academic gains Teach For America needed a learning management system (LMS). Learn how the organization’s new system helped facilitate pre-service training, reduce time-to-proficiency for new corps members, and deliver rich media content. Read More

Recession? Steal Market Share by Increasing Customer Service!

During a recession, don’t follow the cost-cutting crowd. Of course, be frugal, but in areas that don’t touch the customer. Forget what everyone else is doing. Now isn’t the time to follow the masses—now is the time to make difficult decisions that will poise your company for unprecedented growth coming out of the downturn. Find out how to think and act for the long term—and emerge from the current economic stall a winner. Read More
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