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E-Service Training Program at Cisco Systems

Cisco Systems, one ASTD Excellence in Practice Citation winners for 2004, created an innovative training program called E-Service Training (EST), which capitalizes on the potential of existing Internet capabilities and technologies. Here's the story.

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Cisco Systems's E-Service Training (EST) program provides technical training to a global audience of field engineers (FEs) that perform on-site equipment maintenance services. By incorporating processes, templates, and Web-based tools, cont

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