The
Basics |
INTRODUCTION
TO CONTACT CENTERS
NEW |
KNOWLEDGE
MANAGEMENT FUNDAMENTALS - Self Study |
ESSENTIAL
SKILLS FOR EFFECTIVE INCOMING CALL CENTER MANAGEMENT |
TELECOM
FUNDAMENTALS |
INTRODUCTION
TO PROJECT MANAGEMENT |
INTRO
TO CALL CENTER TECHNOLOGY: A BEGINNER'S GUIDE - Web
Seminar |
Building and Improving the Contact
Center |
CALL
CENTER SERVICE ENGINEERING BOOT CAMP |
GLOBAL
BEST PRACTICES FOR CUSTOMER SERVICE PROVIDERS
NEW |
IMPROVING
THE EFFECTIVENESS OF IVR AND SPEECH RECOGNITION |
Call Center
Management |
CALL
CENTER MANAGER CERTIFICATION |
MANAGEMENT
& LEADERSHIP SKILLS FOR NEW MANAGERS |
MANAGING
CALL CENTER OPERATIONS - Web Seminar |
CALL
CENTER LEADERSHIP & BUSINESS MANAGEMENT - Web
Seminar |
FIELD SUPPORT MANAGER CERTIFICATION |
Supervision, Coaching, and Team
Leadership |
CALL
CENTER SUPERVISOR CERTIFICATION
NEW |
COACHING
AND MENTORING FOR IMPROVED PERFORMANCE |
CALL
CENTER SUPERVISION: 10-PART WEB SEMINAR SERIES |
CALL
CENTER COACHING |
CALL
CENTER COACHING CERTIFICATION |
SUPPORT SUPERVISOR CERTIFICATION
NEW
|
MONITORING
& COACHING FOR IMPROVED CALL CENTER PERFORMANCE |
MANAGING
CALL CENTER TEAMS - Web Seminar |
FUNDAMENTALS
OF CALL CENTER COACHING - Web Seminar |
MOTIVATING
CALL CENTER EMPLOYEES - Web Seminar |
MANAGING
CALL CENTER PEOPLE - 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: 9-PART WEBINAR SERIES |
INTRO
TO CALL CENTER WORKFORCE MANAGEMENT - Web Seminar |
PERFORMING
A WORKFORCE MANAGEMENT AUDIT - Web Seminar |
REMOTE SUPPORT CENTER WORKFORCE MANAGEMENT
NEW |
CALL
CENTER WORKFORCE MANAGEMENT: THE BASICS AND BEYOND |
CALL
CENTER WORKFORCE MANAGEMENT BOOTCAMP |
Quality Assurance and Statisfaction
Measurement |
CALL
CENTER QUALITY ASSURANCE: 7-PART WEB SEMINAR SERIES |
CAPTURING
THE VOICE OF THE CUSTOMER - Web seminar |
PERFORMING
A CALL CENTER SATISFACTION AUDIT - Web seminar |
DESIGNING
A QUALITY MONITORING FORM - Web seminar |
CALIBERATING
CALL CENTER PERFORMANCE EVALUATION SCORES - Web seminar |
OPTIMIZING
QUALITY MONITORING AND RECORDING TECHNOLOGY - Web
seminar |
DESIGNING
EFFECTIVE QUESTIONNAIRES: A STEP BY STEP WORKSHOP |
CUSTOMER
SATISFACTION AND LOYALTY RESEARCH (3-Day Course) |
SURVEY
DESIGN AND DATA ANALYSIS WORKSHOP |
Metrics, Performance, &
Cost Management |
MEASURING
CALL CENTER EFFECTIVENESS |
CALL
CENTER METRICS, ANALYTICS, & REPORTING |
INTRO
TO CALL CENTER KEY PERFORMANCE INDICATORS - Web Seminar |
CALL CENTER PERFORMANCE OBJECTIVES AND MEASURING RESULTS - Web
Seminar |
CALL
CENTER FINANCE |
TELECOM
INVOICES, ANALYSIS, & COST RECOVERY |
Call Center
Technologies |
INTRO
TO CALL CENTER TECHNOLOGY: A BEGINNER'S GUIDE - Web
Seminar |
CALL
CENTER TECHNOLOGY |
IMPROVING
THE EFFECTIVENESS OF IVR AND SPEECH RECOGNITION |
Executive
Level |
CALL
CENTER MANAGER CERTIFICATION |
CERTIFIED
TELECOM MANAGEMENT EXECUTIVE |
SUPPORT
MANAGEMENT CERTIFICATION
NEW
|
CALL
CENTER STRATEGIC PLANNING: AN EXECUTIVE WORKSHOP |
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 |
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 |
IMPLEMENTING
LEAN SIX SIGMA IN CALL CENTERS |
SIX SIGMA PROCESS - BASICS AND BEYOND - Web seminar |
Customer Service & Communication
Skills |
CONTACT
CENTER PROFESSIONAL CERTIFICATION - In-house Delivery
NEW |
HIGH-IMPACT
COMMUNICATION |
COMMUNICATION
AND NEGOTIATION SKILLS |
SERVICE REPRESENTATIVE CERTIFICATION - Online Self Study |
SUPPORT
PROFESSIONAL CERTIFICATION - Online Self-Study |
Customer Relationship Management
(CRM) |
CRM
STRATEGIES |
CALL
CENTER CUSTOMER RELATIONSHIP MANAGEMENT - Web Seminar |
Outsourcing |
MANAGING
OUTSOURCING CONTRACTS
Feb 17-19 - Washington,
DC |
Knowledge
Management |
KNOWLEDGE
MANAGEMENT FUNDAMENTALS - Self Study |
KNOWLEDGE
MANAGEMENT FOUNDATIONS |
Telesales |
MANAGING
SALES IN CALL CENTERS |
Professional
Certifications |
CONTACT
CENTER PROFESSIONAL CERTIFICATION (in-house delivery)
NEW |
CALL
CENTER MANAGER TRAINING & CERTIFICATION |
SUPPORT
MANAGEMENT CERTIFICATION |
CALL
CENTER SUPERVISOR CERTIFICATION |
CALL
CENTER COACHING CERTIFICATION |
SUPPORT
PROFESSIONAL CERTIFICATION |
SERVICE REPRESENTATIVE CERTIFICATION |
SUPPORT SUPERVISOR CERTIFICATION
|
SUPPORT SPECIALIST CERTIFICATION |
CERTIFIED
FIELD SERVICE PROFESSIONAL
NEW |
FIELD
SUPPORT MANAGER CERTIFICATION |
CERTIFIED
TELECOMMUNICATIONS MANAGEMENT SPECIALIST |
CERTIFIED
TELECOM MANAGEMENT EXECUTIVE |
CERTIFIED
TELECOM MANAGEMENT ADMINISTRATOR |
CCNA
v2.0 BOOT CAMP |
SIP
CERTIFICATION |
CERTIFIED
PROJECT MANAGEMENT PROFESSIONAL |
MANAGING
CALL CENTER OPERATIONS - Web Seminar & Certification
Review |
MANAGING
CALL CENTER PEOPLE - Web Seminar & Certification
Review |
CALL
CENTER CUSTOMER RELATIONSHIP MANAGEMENT - Web Seminar |
VMware |
VMware
INFRASTRUCTURE 3: INSTALL AND CONFIGURE v3.5 |
VMware
INFRASTRUCTURE 3: DEPLOY, SECURE, AND ANALYZE v3.5 |
VMware
INFRASTRUCTURE 3: FAST TRACK v3.5 |
IT Service
Management |
SUPPORT
MANAGEMENT CERTIFICATION |
FIELD
SUPPORT MANAGER CERTIFICATION |
SUPPORT SUPERVISOR CERTIFICATION |
SUPPORT SPECIALIST CERTIFICATION |
ITIL
SERVICE CALALOG CERTIFICATION |
ITIL |
ITIL
v3 FOUNDATION CERTIFICATION & TRAINING |
ITIL
v2 to v3 FOUNDATION BRIDGE CERTIFICATION |
ITIL v3 SERVICE MANAGER BRIDGE COURSE |
ITIL
v3 SERVICE CATALOG CERTIFICATION |
ITIL
v3 CAPABILITY: RELEASE, CONTROL AND VALIDATION (RCV) |
ITIL
v3 CAPABILITY: OPERATIONAL SUPPORT AND ANALYSIS |
ITIL
v3 CAPABILITY: SERVICE OFFERINGS AND AGREEMENTS |
ITIL
v3 CAPABILITY: PLANNING, PROTECTION and OPTIMIZATION |
ITIL
v3 LIFECYCLE: SERVICE STRATEGY |
ITIL
v3 LIFECYCLE: SERVICE DESIGN |
ITIL
v3 LIFECYCLE: SERVICE TRANSITION |
ITIL
v3 LIFECYCLE: SERVICE OPERATION |
ITIL
v3 LIFECYCLE: CONTINUAL SERVICE IMPROVEMENT |
ITIL
v3 MANAGING ACROSS THE LIFECYCLE |
Telecom
Services Management |
CERTIFIED
TELECOM MANAGEMENT SPECIALIST |
CERTIFIED
TELECOM MANAGEMENT EXECUTIVE |
CERTIFIED
TELECOM MANAGEMENT ADMINISTRATOR |
CERTIFIED
TELECOM AUDIT SPECIALIST |
CERTIFIED
WIRELESS MANAGEMENT SPECIALIST |
AUDITING
TELECOM INVOICES - Web Seminar |
TELECOM
INVOICE VALIDATION: ILLUSTRATIONS IN SAVING MONEY - Web
Seminar |
CORRECTING
TELECOM INVOICE ERRORS & OBTAINING CREDITS - Web
Seminar |
Telecommunication, Telephony,
& VoIP |
TELECOMMUNICATIONS
FUNDAMENTALS |
BUILDING
A VoIP BUSINESS CASE - Web Seminar |
HOW
VOIP WORKS - Web Seminar |
VOICE
OVER IP FOUNDATIONS (5-days, 60% hands-on labs) |
PROJECT
MANAGEMENT FOR VoIP IMPLEMENTATION |
SIP
CERTIFICATION |
Data
Communications, Networking, ATM & Wireless |
CCNA
BOOT CAMP v2.0 - Prepares for Cisco Exam 640-802 CCNA. |
NETWORKING
FUNDAMENTALS |
CONVERGENCE
TECHNOLOGIES PROFESSIONAL (CTP) CERTIFICATION |
TCP/IP
NETWORKING |
SIP
CERTIFICATION |
Business
and Professional Skills |
COMMUNICATION & NEGOTIATION SKILLS |
MANAGEMENT
SKILLS FOR NEW MANAGERS |
COACHING
AND MENTORING FOR IMPROVED PERFORMANCE |
HIGH-IMPACT
COMMUNICATION |
Project
Management |
PROJECT MANAGEMENT FUNDAMENTALS |
CERTIFIED
PROJECT MANAGEMENT PROFESSIONAL |
IT
PROJECT MANAGEMENT |
PROJECT
MANAGEMENT FOR VoIP IMPLEMENTATION |
