【導(dǎo)讀】FloridaPower&Light. Developedfor. FloridaPower&Light. June22,20xx. F04-000397. TableofContents. F04-000397. ExecutiveSummary

　　

【正文】 tically documenting each step in the procedure in Microsoft Word – in Table format – with screen 10 169。 Copyright IBM Corporation 20xx F04000397 IBM Business Consulting Services IBM and FPL Confidential captures, button images, and numbered descriptions of the steps. Courseware developers will find this Export to MS Word feature especially beneficial. IBM remends that FPL add Simulation Producer to its stable of training material development tools. Incorporating Simulation Producer into FPL‘s development toolkit will bring several other value adds to FPL including: ? Consolidation of tools used to develop training ? Elimination of separate demos and exercises for classroom and online training ? The ability to track the endusers learning via FPL‘s Learning Management System ? Elimination of the need for separate Ariba eProcurement training environments to support training ? Addition of a SCORM and AICC pliant development tool into the FPL toolkit. 11 169。 Copyright IBM Corporation 20xx F04000397 IBM Business Consulting Services IBM and FPL Confidential Witness System’s eQuality Now and eQuality Producer eQuality Now eQuality Now allows them to browse course pletion reports and subsequent agent performance – by individual student or rolled up to the team, contact center or enterprise level. Until eQuality Now, analyzing agent performance and then devising and delivering personalized, targeted skills training, has been a piecemeal, manual process. eQuality Now lets FPL build and optimize their Care Center representatives‘ skills by delivering targeted training direct to their desktops, based on captured customer contacts and evaluations. This powerful integrated solution from Witness Systems allows for continuous assessment of FPL CSRs‘ skill levels, the effectiveness of current training and the identification of any knowledge gaps in your contact center. Leveraging the closedloop environment, FPL can record up to 100 percent of agent interactions with customers and proactively anize them – based on powerful, yet easytodefine business rules – into designated contact folders for rapid access and replay. Based on these recordings, FPL training managers and supervisors can determine areas for individual or team skills improvement, as well as identify ?best practice calls‘ to be used in creating new hire and ongoing training modules. Once FPL identifies a ?best practice call,‘ FLP can edit the interaction using the eQuality Producer software, a simple addon solution to eQuality Now for use in producing custom training modules. eQuality Producer allows FPL to produce a library of best practices by evaluating customer interactions. FPL‘s finest examples should serve as best practices for newer agents to learn rapidly, so they can emulate these practices. eQuality Now Key Functions include: ? Dynamic learning environment schedules, delivers and manages training directly to agent desktops for timely performance improvement, without costly outofcenter training time ? Integration with eQuality suite allows for targeted recording and evaluations – simplifying creation and management of individualized training programs ? Closedloop performance system provides for automatic assignment, scheduling and assessment of training – eliminating expense of timeconsuming manual processes ? Open contents standards enable use of AICCpliant courseware purchased offtheshelf or created inhouse – optimizing use of training development budget and resources eQuality Producer Deploying eQuality Producer will allow FPL to leverage real customer interactions enabling FPL to produce lowcost, highlyfocused – and often shortterm ―disposable learning.‖ With new products, services and policies being rolled out on a weekly or even daily basis, inexpensive content with a limited shelf life is often times the optimal training solution. FLP will be able to export its reallife scenarios and quickly and easily create online content that represents a bination of soft skills and hard skills training. These learning modules can focus on areas, such as policy information, screen or system navigation, accuracy of information input, product knowledge, listening skills and more. The William‘s software will also give FPL the ability to include assessments as a part of these modules to track and measure agent performance. Using eQuality Producer is an excellent way to begin building your elearning library. You can the content or distribute it as a hyperlink to your web site. Or simply place it in a learning management system for immediate, short or longterm agent consumption. Likewise, you can use the content in conjunction with eQuality Now, creating a dynamic learning environment. eQuality Producer key functions include: 12 169。 Copyright IBM Corporation 20xx F04000397 IBM Business Consulting Services IBM and FPL Confidential ? Offers seamless integration with the eQuality performance optimization suite for ready implementation of incremental capabilities such as performance analysis ? Provides a powerful, easytouse solution that requires minimal technical skills to deploy and use ? Enables a quicklydeveloped elearning program based on best practices for your contact center ? Facilitates simultaneous CSR training on technical and soft skills 13 169。 Copyright IBM Corporation 20xx F04000397 IBM Business Consulting Services IBM and FPL Confidential Our Ongoing Relationship with Florida Power amp。 Light IBM has a long history with FPL. We have partnered on numerous projects to successfully help FPL meet its business needs. Some of our projects include: Project 1: Data Warehouse Development Outtasking Issue: An internal FPL audit was conducted on the DSS for its constant issues with the data consistency and accuracy