The
Basics |
HELP
DESK SUPPORT PROFESSIONAL TRAINING AND CERTIFICATION |
CERTIFIED
CUSTOMER SERVICE REPRESENTATIVE
-
Online Self Study
 |
KNOWLEDGE
MANAGEMENT FUNDAMENTALS - Self Study |
ESSENTIAL
SKILLS FOR EFFECTIVE INCOMING CALL CENTER MANAGEMENT |
TELECOM
FUNDAMENTALS |
INTRODUCTION
TO PROJECT MANAGEMENT |
TELECOM
SERVICES ESSENTIALS |
VOICE
& DATA NETWORKING TECHNOLOGY CONCEPTS |
INTRO
TO CALL CENTER TECHNOLOGY: A BEGINNER'S GUIDE - Web
Seminar |
Building and Improving the Contact
Center |
DESIGNING
SIX SIGMA SUPPORT CENTERS |
IMPLEMENTING
SIX SIGMA IN CALL CENTERS LEVEL 1 - YELLOW BELT |
BUILDING
AN EFFECTIVE IT SERVICE CALALOG |
SIX SIGMA HELP DESK |
CALL
CENTER STRATEGIC PLANNING FOR EXECUTIVES |
Contact Center Management |
CERTIFIED
FIELD SUPPORT MANAGER |
HELP
DESK MANAGEMENT CERTIFICATION
|
MANAGEMENT
& LEADERSHIP SKILLS FOR NEW MANAGERS |
MANAGING
CALL CENTER OPERATIONS - Web Seminar |
CALL
CENTER LEADERSHIP & BUSINESS MANAGEMENT - Web
Seminar |
Supervision, Coaching, and Team
Leadership |
CALL
CENTER COACHING |
CERTIFIED SUPPORT CENTER SUPERVISOR
|
MONITORING
& COACHING FOR IMPROVED CALL CENTER PERFORMANCE |
CALL
CENTER TEAMWORK TEMPLATE - Web Seminar |
FUNDAMENTALS
OF CALL CENTER COACHING - Web Seminar |
MOTIVATING
CALL CENTER EMPLOYEES - Web Seminar |
MANAGEMENT
& LEADERSHIP SKILLS FOR NEW MANAGERS |
INTRO
TO CALL CENTER WORKFORCE MANAGEMENT - Web Seminar |
Managing Human Resources |
CALL
CENTER TEAMWORK TEMPLATE: Web Seminar |
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 |
MANAGING
CALL CENTER PEOPLE - Web Seminar |
Workforce Management, Forecasting,
and Scheduling |
INTRO
TO CALL CENTER WORKFORCE MANAGEMENT - Web Seminar |
CALL
CENTER WORKFORCE MANAGEMENT: THE BASICS AND BEYOND |
CALL
CENTER WORKFORCE MANAGEMENT FUNDAMENTALS |
CALL
CENTER WORKFORCE MANAGEMENT BOOTCAMP
|
Knowledge
Management |
KNOWLEDGE
MANAGEMENT FUNDAMENTALS - Self Study |
KNOWLEDGE
MANAGEMENT FOUNDATIONS |
Telesales |
MANAGING
SALES IN CALL CENTERS |
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 |
HELP
DESK METRICS, ANALYTICS, & REPORTING |
TELECOM
SERVICE INVENTORY MANAGEMENT AND COST CONTROL |
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 & VOICE PORTALS |
VOICE
& DATA NETWORKING TECHNOLOGY CONCEPTS |
Professional
Certifications and Review Courses |
CALL
CENTER MANAGER TRAINING & CERTIFICATION
|
CERTIFIED
SUPPORT MANAGER
|
HELP
DESK SUPPORT PROFESSIONAL CERTIFICATION |
CERTIFIED CUSTOMER SERVICE REPRESENTATIVE
|
CERTIFIED SUPPORT CENTER SUPERVISOR
|
CERTIFIED SUPPORT CENTER SPECIALIST
|
CERTIFIED
FIELD SUPPORT MANAGER |
HELP
DESK - CERTIFIED SUPPORT CENTER TEAM LEADER |
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 |
IT Service
Management |
CERTIFIED
SUPPORT MANAGER
|
CERTIFIED
FIELD SUPPORT MANAGER
|
CERTIFIED SUPPORT CENTER SUPERVISOR
|
CERTIFIED SUPPORT CENTER SPECIALIST
|
HELP
DESK METRICS |
BUILDING
AN EFFECTIVE IT SERVICE CALALOG |
ITIL |
ITIL
v2 FOUNDATION CERTIFICATION & TRAINING |
ITIL
v3 FOUNDATION CERTIFICATION & TRAINING |
IMPLEMENTING ITIL v3
|
ITIL
v2 to v3 FOUNDATION BRIDGE CERTIFICATION |
ITIL SERVICE MANAGER CERTIFICATION - ITIL Masters Training
Course |
ITIL v3 SERVICE MANAGER BRIDGE COURSE: ITIL v3 Diploma |
ITIL
PRACTITIONER CERTIFICATION: RELEASE AND CONTROL |
ITIL
PRACTITIONER CERTIFICATION: SUPPORT AND RESTORE |
ITIL
PRACTITIONER CERTIFICATION: AGREE AND DEFINE |
Microsoft Windows
Vista |
IMPLEMENTING,
CONFIGURING, & TROUBLESHOOTING WINDOWS VISTA |
DEPLOYING
WINDOWS VISTA BUSINESS DESKTOPS |
Executive
Level |
CERTIFIED
TELECOM MANAGEMENT EXECUTIVE |
SUPPORT
CENTER MANAGEMENT TRAINING & CERTIFICATION
|
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 (3-Day Course) |
SURVEY
DESIGN AND DATA ANALYSIS WORKSHOP |
Customer Service Skills |
HELP
DESK SUPPORT PROFESSIONAL TRAINING AND CERTIFICATION |
CERTIFIED CUSTOMER SERVICE REPRESENTATIVE - Online Self
Study
|
CUSTOMER
COMMUNICATION & NEGOTIATION SKILLS |
CERTIFIED SUPPORT CENTER SPECIALIST
|
Customer Relationship Management
(CRM) |
CRM
STRATEGIES |
CALL
CENTER CUSTOMER RELATIONSHIP MANAGEMENT - Web Seminar |
Telecom
Services Management |
CERTIFIED
TELECOM MANAGEMENT SPECIALIST |
CERTIFIED
TELECOM MANAGEMENT EXECUTIVE |
CERTIFIED
TELECOM MANAGEMENT ADMINISTRATOR |
ESSENTIAL
SKILLS FOR EFFECTIVE TELECOM SERVICES MANAGEMENT |
TELECOM
SERVICE INVENTORY MANAGEMENT AND COST CONTROL |
TELECOM
INVOICES, ANALYSIS, & COST RECOVERY WORKSHOP |
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 |
INTRODUCTION
TO TELECOM: VOICE AND DATA |
HOW
VOIP WORKS - Web Seminar |
VOICE
OVER IP FOUNDATIONS (5-days, 60% hands-on labs) |
VOIP
CONVERGENCE II: CompTIA CONVERGENCE+ CERTIFICATION PREP
COURSE
|
VOICE
& DATA NETWORKING TECHNOLOGY CONCEPTS |
VOICE
OVER IP AND IP TELEPHONY |
TELECOM
ESSENTIALS |
VOIP
II: DEPLOYING VOIP IN THE ENTERPRISE |
ADVANCED
VOIP |
MANAGING
A VoIP IMPLEMENTATION PROJECT |
TELECOM
TECHNOLOGY & CONVERGENCE ESSENTIALS |
Data Communications,
Networking, ATM & Wireless |
CCNA
BOOT CAMP v2.0 - Prepares for Cisco Exam 640-802 CCNA.
|
NETWORKING
FUNDAMENTALS |
CONVERGENCE I: UNDERSTANDING DATA AND IP NETWORKS |
CONVERGENCE
II: CompTIA CONVERGENCE+ CERTIFICATION
|
NETWORK+
BOOTCAMP- CompTIA Network+ Certification |
TCP/IP
NETWORKING |
Business and
Professional Skills |
COMMUNICATION & NEGOTIATION SKILLS |
MANAGEMENT
SKILLS FOR NEW MANAGERS |
Project
Management |
INTRODUCTION
TO PROJECT MANAGEMENT |
IT
PROJECT MANAGEMENT
|
VoIP
PROJECT MANAGEMENT |
