Certification records are centralized under a user profile, which also gives the student status on their certification progress and completion requirements. Each e-learning course developed by Customer Service is carefully and thoroughly prepared and meets several criteria. The user is able to select the appropriate course and level that meets the requirements of the training path they designed in conjunction with their manager. Each course clearly presents the objectives that outlines the course to help the user focus their learning. Through text, graphics, and interactive learning activities, the module's key concepts and information is presented.
Users are able to access the information quickly.
Hyper-linked menus allow students to repeat or review areas of the courses at random and to bookmark pages for later reference, thus enhancing the ongoing training experience. Upon completion of a module, the users are asked to take a validation quiz to affirm they have acquired the concepts presented in the module. The recently developed Y2K Compliance Program demonstrates how e-learning is implemented to help Customer Service teams reach their customer satisfaction goals in the coming millennium. To develop the training, the Performance Enhancement Team modeled this course, like others in UniverseCity, along the lines of an instructional design model. In this case, Y2K compliance demanded a thorough presentation of all Y2K issues on a corporate level, an instructional approach that reached all levels of customer service teams and presentation that could reach a global audience with consistency.