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Discover Card (Greenwood Trust Company) Telephone
Training
The Need
Greenwood
Trust Company, the issuer of the Discover Card
with headquarters in Riverwood , Illinois ,
has 14,000 employees and 50 million members.
The company came to Brookwood Media Arts to
create a "Telephone Simulator" Web-based training
system. A computer based training program for
customer service representatives, which functioned
exactly like the actual unit, was needed.
 
The Solution
To meet this need, Brookwood Media Arts developed
a WBT with features which include: a narrator
to guide students through the training, a cartoon
character help system, and a full library of
sound effects including ringing, dial tone
and number key pad. Login and book-marking
allow the students to access the material in
small segments and re-enter the program knowing
which sections have been completed. Interactive
testing and internal tracking were also included
in the package.
Key Advantages
- Lessons are organized in small
segments for increased retention rates.
- Animated and narrated "guided
tour" keeps users on track.
- Help character assists learners
when an incorrect choice is made.
- Training sessions can be held
anytime, anywhere.
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