Training Topics:

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

Special Events!

CALL CENTER FOUNDATIONS NEW

CALL CENTER MANAGER CERTIFICATION

GLOBAL BEST PRACTICES FOR CUSTOMER SERVICE PROVIDERS NEW

CERTIFIED TELECOM AUDIT SPECIALIST NEW

CALL CENTER ENGINEERING CERTIFICATION BOOTCAMP

CALL CENTER SIX SIGMA BLACK BELT CERTIFICATION SERIES

. Call Center & Help Desk
Six Sigma
Customer service
ITSM & ITIL
VMware
Telecom & VoIP
Networking & Wireless
Professional Certifications
Executive Level
Business Skills
Project Management
Outsourcing
Knowledge Management
Training Dates and Locations:
... Call Center
Telecom & Networking
VMware Infrastructure
ITIL & Help Desk
Subject Index
Help Desk & Support Center
Call Center Management
Tech Support Resources
Contact Center Technology
Online Support
Customer Satisfaction
Knock Your Socks Off Service
Help Desk Institute
Telecom Books
Communication Skills
Call Center Monitoring
Metrics & Benchmarking
CRM
Hiring, Training, & Retention
Outbound Telebusiness
Novelties, Gifts, & Humor
Bargain Books (50% off)

Shipping
Contact Us
About Us

Call Center Jobs
Industry Links

The Basics

CALL CENTER FOUNDATIONS 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 ENGINEERING CERTIFICATION BOOTCAMP

BUILDING AN EFFECTIVE IT SERVICE CALALOG

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: 5-PART WEB SEMINAR SERIES

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 SPEECH RECOGNITION AND IVR

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 CERTIFICATION SERIES

CALL CENTER METRICS, ANALYTICS, & REPORTING

DESIGNING SIX SIGMA SUPPORT CENTERS

CALL CENTER ENGINEERING CERTIFICATION BOOTCAMP

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

CUSTOMER CARE PROFESSIONAL CERTIFICATION

HIGH-IMPACT COMMUNICATION

COMMUNICATION AND NEGOTIATION SKILLS

SERVICE REPRESENTATIVE CERTIFICATION - Online Self Study

CUSTOMER COMMUNICATION & NEGOTIATION SKILLS

CERTIFIED CUSTOMER SERVICE PROFESSIONAL

SUPPORT PROFESSIONAL CERTIFICATION

Customer Relationship Management (CRM)

CRM STRATEGIES

CALL CENTER CUSTOMER RELATIONSHIP MANAGEMENT - Web Seminar

Outsourcing

MANAGING OUTSOURCING CONTRACTS NEW

Knowledge Management

KNOWLEDGE MANAGEMENT FUNDAMENTALS - Self Study

KNOWLEDGE MANAGEMENT FOUNDATIONS

Telesales

MANAGING SALES IN CALL CENTERS

Professional Certifications

CALL CENTER MANAGER TRAINING & CERTIFICATION

SUPPORT MANAGEMENT CERTIFICATION

CALL CENTER SUPERVISOR CERTIFICATION

CALL CENTER COACHING CERTIFICATION

SUPPORT PROFESSIONAL CERTIFICATION

SERVICE REPRESENTATIVE CERTIFICATION

CUSTOMER CARE PROFESSIONAL CERTIFICATION

CUSTOMER CARE SUPERVISOR CERTIFICATION

SUPPORT SUPERVISOR CERTIFICATION

SUPPORT SPECIALIST CERTIFICATION

CERTIFIED CUSTOMER SERVICE PROFESSIONAL

FIELD SUPPORT MANAGER CERTIFICATION

HELP DESK ANALYST CERTIFICATION

HELP DESK MANAGER CERTIFICATION

CERTIFIED TELECOMMUNICATIONS MANAGEMENT SPECIALIST

CERTIFIED TELECOM MANAGEMENT EXECUTIVE

CERTIFIED TELECOM MANAGEMENT ADMINISTRATOR

CCNA BOOT CAMP v2.0 - For New Version of Cisco Exam 640-802 CCNA.

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

BUILDING AN EFFECTIVE IT SERVICE CALALOG

ITIL

ITIL v3 FOUNDATION CERTIFICATION & TRAINING

ITIL v2 to v3 FOUNDATION BRIDGE CERTIFICATION

ITIL v3 SERVICE MANAGER BRIDGE COURSE

ITIL SERVICE CAPABILITY: RELEASE,CONTROL AND VALIDATION (RCV)

ITIL SERVICE CAPABILITY: OPERATIONAL SUPPORT AND ANALYSIS

ITIL SERVICE CAPABILITY: SERVICE OFFERINGS AND AGREEMENTS

ITIL SERVICE LIFECYCLE: SERVICE STRATEGY

ITIL SERVICE LIFECYCLE: SERVICE OPERATION

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

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

Business and Professional Skills

COMMUNICATION & NEGOTIATION SKILLS

MANAGEMENT SKILLS FOR NEW MANAGERS

COACHING AND MENTORING FOR IMPROVED PERFORMANCE

HIGH-IMPACT COMMUNICATION

Project Management

MANAGING PROJECTS

IT PROJECT MANAGEMENT

PROJECT MANAGEMENT FOR VoIP IMPLEMENTATION


The Resource Center for Customer Service Professionals LLC
PO Box 401, Western Springs, IL  60558
Tel: (708) 246-0320   Fax: (708) 246-0251

Copyright © 1996-2009
Resource Center for Customer Service Professionals LLC.  All rights reserved.
Last modified June 8, 2009