REVIEWER: Rudy Ganna, CEO of Laurus International.
BACKGROUND: Laurus International is a strategic leader in global multifunctional outsourcing services. For each of our clients, Laurus offers domestic, near and off-shore call center and business process solutions, including customer service and retention, sales, high-profile technical support, back office support, website assistance and multilanguage capabilities. In order to deliver quality solutions that exceed our clients’ expectations, we need to make sure that our staff is highly trained and able to operate according to corporate standards, best practices and common procedures.
PLATFORMS: Windows 7, Windows XP.
PROBLEM SOLVED: We encourage growth and development at each level of our organization, giving every willing and able person a chance to make a difference for our clients. This means training thousands of agents via four-to-six week sessions. Trainers in our centers are no different than traditional teachers, and we want them to be equipped with the same cutting-edge tools that I’ve observed in the classroom environment. Cramped rooms, old projectors and damaged whiteboards were not going to cut it at Laurus. We needed to find a way to present content in a meaningful and interactive way to keep our employees engaged and learning.
PRODUCT FUNCTIONALITY: We use our Luidia eBeam interactive systems to create, capture and deliver learning content to our staff. For example, we can pull up a PowerPoint presentation or Web browser and walk agents through how their Web interface tools work, integrate with CRM systems or whatever the topic of the day may be. The tools allow us to easily highlight, make changes and drag and drop information on the main screen from our desktops or the board as the lesson progresses. In addition to helping our trainers prepare their lesson content in advance, eBeam also captures the session so that it can be sent to attendees with not only the media-rich content, but the context around the information, too.
STRENGTHS: eBeam is very durable, so we don’t have to worry about any technical difficulties interrupting training sessions. For example, we used similar products in the past where the tool did not stand the test of time for long-term use in the classroom environment. Another advantage is eBeam’s compact size. Because eBeam is so small, it’s portable and can be moved to different conference or training rooms around the facility. I also have to note that setting up and using the eBeam is incredibly easy thanks to a fool-proof user interface.
WEAKNESSES: eBeam is great for delivering meeting information and providing a stylus that can manipulate the content whether at the board or desktop. In a few cases when we are simply presenting and not touching the content, an integrated laser pointer could be useful. Additionally, a one-button all-delete, in addition to the eraser function or undo would be a feature we would be interested in.
SELECTION CRITERIA: We evaluated various options and performance a rigorous technology selection process. We considered different factors, including maintenance, cost, durability and other requirements our selection had to meet. Although many performed well, eBeam excelled. We found that one competitor was not durable and another was too expensive and complex to install. User friendliness was very important to us and that was a major factor in selecting eBeam.
DELIVERABLES: eBeam allows us to make our training interactive and bring important skills and concepts to life via the integration of multimedia such as text, graphics, photographs and animation into lecture content. We can compare data from multiple sources, label data on the fly, brainstorm, share and collaborate using free software tools. The system also delivers the information in various formats, including jpg, PDF and PowerPoint, so you can save and distribute captured data. The rest of our facility is high tech, and we wanted to ensure that staff members receive the right tools to facilitate ongoing training and learning.
VENDOR SUPPORT: We went through a rigorous selection process that took support into account, so we know they have a good support division. However, because we are a 24x7 operation and we need responses in a specific time frame, our motto is the best support is the one you don’t need to call. The implementation has been so easy that I have not once had to think about ringing Luidia, and I don’t anticipate I will soon.
DOCUMENTATION: “User-friendly” is when you don’t have to reference a manual – what you see is what you get. That’s eBeam. Setup takes minimal time and an intuitive device interface has made it very easy for staff to quickly learn and implement the technology.
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