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industry. Today we will look at how web-based learning
management systems can and are being used as part of the
customer support function in a company or organization.
What is a learning management system?
Learning management systems (LMSs) are web-based software
application platforms used to plan, implement, and assess
learning processes related to online and offline training
administration and performance management. LMSs provide an
instructor a way in which to create and deliver content, monitor
learners' participation, and assess student performance. They
also provide learners with the ability to use interactive
features such as threaded discussions, web conferencing,
discussion forums, and other methods of communication.
Where and why are learning management systems being used
in customer support settings?
LMSs are being used in business-to-business, high process, value
added, and technology-oriented business environments in
industries like telecommunications, advanced electronic
technology, semiconductor manufacturing, insurance, banking,
medical products manufacturing, and others. Learning management
systems are being used in customer support settings because they
can be a cost-effective solution to providing customer and
performance support for a company's products and services.
Why is it cost-effective to use an LMS for your company's
customer support operation?
Learning management systems can be used to create a library of
SCORM/AICC Standards Used In Web-Based Learning Management SystemsLearning management systems can be very complex. Viable learning management systems are SCORM/AICC compliant. In this article, I will provide a basic explanation of the SCORM/AICC standard used in the marketplace today by many learning management systems.
What is a learning management system?
As a refresher from a previous article, learning management systems (LMSs) are web-based software application platforms used to plan, implement, and assess learning processes related to online and offline training administration and performance management. LMSs allow an instructor to create and deliver ..
custom online courses that demonstrate how to use your company's
products and services. The course can be updated at will, so
you're not paying every three months to print new product guides
and support manuals.
LMSs can be used to track and monitor your customers, instead of
using a bunch of spreadsheets. This is very effective in
scenarios where customers must be certified in order to use your
products and services. The learning management system can be set
up to notify a user when their certification is set to expire
using an email tickler so they can recertify on your product.
What other features in learning management systems can be
used for the customer support function?
A good LMS comes with a help desk feature that can be used for
24/7 customer support. Learning management systems can have
integrated web conferencing technology which can be used in a
number of ways to support customers such as synchronous training
used in product implementation; a web conference on a new
feature set that can be archived for later viewing; actual,
on-the-spot tech-support using the "share your desktop" feature
so your tech can go in and fix any problems necessary; and more.
LMSs can have a built in survey tool that allows you to query
your customers with the results stored in the learning
management systems database for later use. Learning management
systems can have a single sign-on/e-commerce registration
feature that can be used to sell add-on features. They also may
Open Source Content Management Systems - An OverviewPublishing documents on the World Wide Web can seem daunting for
the self proclaimed ludites out there. Let s face it HTML, XML,
CSS, JavaScript to name just a few of the technologies that you
would need to be familiar with in order to develop a truly
professional looking website for yourself or your business.
Fortunately there is a solution to the problem, it is called a
content management system and it is an easier way for just about
anyone willing to learn to publish to the Internet.
Some of these content management systems have stemmed from the
need of publishing data to the web ..
have events management/seminar logistics add-on application that
can help you manage both your off-site and onsite customer
support training, and much more.
A company can realize effective resource planning and
substantial cost savings by using learning management systems in
customer support settings. Even greater gains in productivity
and cost savings can be achieved using a learning management
system in hosted business model environment. The virtual
customer support campus is created to have the same look and
feel as the company's web site. Since the customer support
campus is hosted and maintained on the learning management
systems providers' servers, the company only pays for set-up,
its level of desired functionality, and usage. In conclusion,
web-based learning management systems can be a very useful, cost
effective way to manage a company's customer support function.
About the author:
Dave Boggs is CEO of SyberWorks, Inc. http://www.syberworks.com.
He has been involved with computer-based and web-based training
for more than twelve years. Before founding SyberWorks, Dave was
the VP of Sales and Business Development for Relational
Courseware. He holds a Bachelor of Science degree in Physics
from Union College in Schenectady, NY, and an MBA from the
Kellogg School of Management at Northwestern University in
Evanston, IL.
David BoggsWeb-Based Learning Management Systems Deployed in Customer Support Settings
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