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One-stop shopping for, call center, help desk,
support center, ITIL, telecom, Networking and
customer service management training courses

Special Events!

CALL CENTER MANAGEMENT 5-DAY BOOT CAMP

CALL CENTER MANAGER TRAINING & CERTIFICATION  Most popular!

CALL CENTER WORKFORCE MANAGEMENT CERTIFICATION BOOT CAMP

CONTACT CENTER SIX SIGMA DESIGN EXTENDED ONSITE WORKSHOP  NEW

CONTACT CENTER PROFESSIONAL CERTIFICATION (in-house delivery)

. Call Center & Help Desk
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Customer Service
ITSM & ITIL
Telecommunications & VoIP
Networking & Wireless
Security
Professional Certifications
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Outsourcing & Virtual Centers
Knowledge Management
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The Basics

CONTACT CENTER FOUNDATIONS On-Site Course

CALL CENTER MANAGEMENT BOOT CAMP

TELECOM FUNDAMENTALS

UNDERSTANDING NETWORKING FUNDAMENTALS

CYBERSECURITY ESSENTIALS

Building and Improving the Contact Center

CALL CENTER SERVICE ENGINEERING BOOT CAMP

DESIGNING SIX SIGMA SUPPORT CENTERS

HIGH PERFORMANCE CONTACT CENTER OPERATIONS On-Site Course

Management

CALL CENTER MANAGER TRAINING & CERTIFICATION

CALL CENTER MANAGEMENT 5-DAY BOOT CAMP  Most popular!

MANAGEMENT SKILLS FOR NEW MANAGERS

IT SUPPORT MANAGEMENT TRAINING AND CERTIFICATION

FIELD SUPPORT MANAGER CERTIFICATION

Supervision, Coaching, and Team Leadership

LEADERSHIP SKILLS FOR NEW CONTACT CENTER SUPERVISORS

CALL CENTER SUPERVISION: 10-PART ONLINE SEMINAR SERIES

HELP DESK TEAM LEAD TRAINING AND CERTIFICATION

IT SUPPORT SUPERVISOR CERTIFICATION

COACHING AND MENTORING FOR IMPROVED PERFORMANCE

MANAGING CALL CENTER TEAMS - Web Seminar

FUNDAMENTALS OF CALL CENTER COACHING - Web Seminar

MOTIVATING CALL CENTER EMPLOYEES - Web Seminar

MANAGEMENT & LEADERSHIP SKILLS FOR NEW MANAGERS

Human Resources Management

ABSENTEEISM AND ADHERENCE TO SCHEDULE - Web Seminar

CALL CENTER WORKFORCE RECRUITING, SCREENING, AND HIRING - Web Seminar

PROVEN STRATEGIES TO INCREASE EMPLOYEE RETENTION - Web Seminar

CALL CENTER PERFORMANCE OBJECTIVES AND MEASURING RESULTS - Web Seminar

SOLVING CALL CENTER EMPLOYEE PERFORMANCE PROBLEMS - Web Seminar

Workforce Management, Forecasting, and Scheduling

CALL CENTER WORKFORCE MANAGEMENT CERTIFICATION BOOT CAMP  Most popular!

CALL CENTER WORKFORCE MANAGEMENT: 9-PART WEB-BASED SERIES

INTRO TO CALL CENTER WORKFORCE MANAGEMENT - Web Seminar

FUNDAMENTALS OF CALL CENTER WORKFORCE MANAGEMENT

Quality Assurance and Satisfaction Measurement

CALL CENTER QUALITY ASSURANCE: 9-PART WEB SEMINAR SERIES

SURVEY DESIGN AND DATA ANALYSIS WORKSHOP

DESIGNING EFFECTIVE QUESTIONNAIRES

CUSTOMER SATISFACTION AND LOYALTY RESEARCH

CAPTURING THE VOICE OF THE CUSTOMER - Web seminar

PERFORMING A CALL CENTER SATISFACTION AUDIT - Web seminar

DESIGNING A QUALITY MONITORING FORM - Web seminar

CALIBRATING CALL CENTER PERFORMANCE EVALUATION SCORES - Web seminar

OPTIMIZING QUALITY MONITORING AND RECORDING TECHNOLOGY - Web seminar

Metrics, Performance, & Cost Management

CALL CENTER METRICS, ANALYTICS, & REPORTING

CALL CENTER TELECOM EXPENSE MANAGEMENT HANDS-ON BOOT CAMP  NEW

FINANCIAL MANAGEMENT FOR CALL CENTER PROFESSIONALS

FUNDAMENTALS OF CALL CENTER TELECOM EXPENSE MANAGEMENT  NEW

INTRO TO CALL CENTER KEY PERFORMANCE INDICATORS - Web Seminar

CALL CENTER PERFORMANCE OBJECTIVES AND MEASURING RESULTS - Web Seminar

AUDITING TELECOM INVOICES - Web Seminar

Call Center Technologies

INTRO TO CALL CENTER TECHNOLOGY: A BEGINNER'S GUIDE - Web Seminar

IVR DESIGN TRAINING: STREAMLINING THE CUSTOMER EXPERIENCE  NEW

Executive Level

CALL CENTER DIRECTOR CERTIFICATION

CALL CENTER MANAGER CERTIFICATION

IT SUPPORT MANAGEMENT CERTIFICATION

Customer Satisfaction Measurement and Management

DESIGNING EFFECTIVE QUESTIONNAIRES: A STEP BY STEP WORKSHOP

CUSTOMER SATISFACTION AND LOYALTY RESEARCH

SURVEY DESIGN AND DATA ANALYSIS WORKSHOP

Six Sigma and Service Engineering

HIGH PERFORMANCE CONTACT CENTER OPERATIONS  NEW

CALL CENTER SIX SIGMA BLACK BELT SERIES

CALL CENTER METRICS, ANALYTICS, & REPORTING

DESIGNING SIX SIGMA SUPPORT CENTERS

CALL CENTER SERVICE ENGINEERING BOOT CAMP

CALL CENTER SIX SIGMA BLACK BELT CAPSTONE COURSE

Customer Service & Communication Skills

CONTACT CENTER PROFESSIONAL CERTIFICATION - In-house Delivery NEW

HIGH-IMPACT COMMUNICATION

SERVICE REPRESENTATIVE CERTIFICATION - Online Self Study

IT SUPPORT PROFESSIONAL CERTIFICATION - Classroom or Online Self-Study

Customer Relationship Management (CRM)

CRM STRATEGIES

Outsourcing & Virtual Support

CERTIFIED OUTSOURCING PROFESSIONALS

OUTSOURCING GOVERNANCE WORKSHOP

MANAGING A SUCCESSFUL VIRTUAL SUPPORT CENTER

CERTIFIED VIRTUAL SUPPORT PROFESSIONAL - Web Seminar

Knowledge Management

KNOWLEDGE MANAGEMENT FOUNDATIONS

Professional Certifications

CALL CENTER MANAGER TRAINING & CERTIFICATION

CALL CENTER DIRECTOR CERTIFICATION

CALL CENTER WORKFORCE MANAGEMENT CERTIFICATION BOOT CAMP

CALL CENTER ENGINEERING CERTIFICATION BOOT CAMP

CALL CENTER SIX SIGMA MASTER BLACK BELT

CALL CENTER SUPERVISOR CERTIFICATION

CONTACT CENTER PROFESSIONAL CERTIFICATION (in-house delivery)

SERVICE REPRESENTATIVE CERTIFICATION - Online Self Study

IT SUPPORT MANAGEMENT CERTIFICATION

IT SUPPORT SUPERVISOR CERTIFICATION

IT SUPPORT PROFESSIONAL CERTIFICATION - Online Self Study

FIELD SUPPORT MANAGER CERTIFICATION

HELP DESK TEAM LEAD TRAINING AND CERTIFICATION

FIELD SERVICE PROFESSIONAL CERTIFICATION - Online Self Study  NEW

CISSP EXAM PREP COURSE

CCNA v2.0 BOOT CAMP

SIP CERTIFICATION - Online Self Study

CERTIFIED PROJECT MANAGEMENT PROFESSIONAL

CERTIFIED OUTSOURCING PROFESSIONALS

IT Service Management

SUPPORT MANAGEMENT CERTIFICATION

MANAGING A SUCCESSFUL VIRTUAL SUPPORT CENTER

FIELD SUPPORT MANAGER CERTIFICATION

SUPPORT SUPERVISOR CERTIFICATION

SUPPORT SPECIALIST CERTIFICATION

HELP DESK TEAM LEAD TRAINING AND CERTIFICATION

ITIL

ITIL FOUNDATION CERTIFICATION & TRAINING

ITIL CAPABILITY: RELEASE, CONTROL AND VALIDATION (RCV)

ITIL CAPABILITY: OPERATIONAL SUPPORT AND ANALYSIS

ITIL CAPABILITY: SERVICE OFFERINGS AND AGREEMENTS

ITIL CAPABILITY: PLANNING, PROTECTION and OPTIMIZATION

ITIL LIFECYCLE: SERVICE STRATEGY

ITIL LIFECYCLE: SERVICE DESIGN

ITIL LIFECYCLE: SERVICE TRANSITION

ITIL LIFECYCLE: SERVICE OPERATION

ITIL LIFECYCLE: CONTINUAL SERVICE IMPROVEMENT

ITIL MANAGING ACROSS THE LIFECYCLE

Telecom Services Management

MANAGING CALL CENTER TELECOM COSTS

CERTIFIED TELECOM MANAGEMENT SPECIALIST

CERTIFIED TELECOM AUDIT SPECIALIST

TELECOM EXPENSE MANAGEMENT

AUDITING TELECOM INVOICES - Web Seminar

TELECOM INVOICE VALIDATION: ILLUSTRATIONS IN SAVING MONEY - Web Seminar

CORRECTING TELECOM INVOICE ERRORS & OBTAINING CREDITS - Web Seminar

VoIP & Telephony

TELECOM ARCHITECTURES AND INFORMATION TECHNOLOGIES

BUILDING A VoIP BUSINESS CASE - Web Seminar

HOW VOIP WORKS - Web Seminar

VOICE OVER IP FOUNDATIONS (5-days, 60% hands-on labs)

Security

CYBERSECURITY ESSENTIALS

SECURITY+ EXAM PREP COURSE

CISSP EXAM PREP COURSE

Networking

UNDERSTANDING NETWORKING FUNDAMENTALS

Cisco CCNAX BOOT CAMP v2.0

TCP/IP NETWORKING

HANDS-ON T1/T3 COMPONENTS, INSTALLATION AND TROUBLESHOOTING

Business and Professional Skills

MANAGEMENT AND LEADERSHIP SKILLS (3 days)

COACHING AND MENTORING FOR IMPROVED PERFORMANCE

HIGH-IMPACT COMMUNICATION

Project Management

CERTIFIED PROJECT MANAGEMENT PROFESSIONAL


RCCSP Professional Education Alliance
PO Box 401, Western Springs, IL  60558
Tel: (708) 246-0320   Fax: (708) 246-0251

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RCCSP LLC.  All rights reserved.
Last modified March 27, 2014