Call Center Training - e-Learning
eLearning
| Items 1 to 12 of 63 total | Show per page |
Workforce Management - 2-Course Skill-Based Routing (e-Learning):
This 2-course self-paced program provides essential knowledge and skills for making the most of Skill-Based Routing in the call center. These two courses include: Skill-Based Routing Design and Skill-Based Workforce Management Challenges
Call Center Time Management: Budgeting a Supervisory Day (elearning):
This 3-part e-learning program outlines some basic time management principles and applies them to the challenges of supervising in a call center environment. Hear ways to accomplish the most important call center supervision tasks while minimizing the time-wasters.
Call Center Supervision: Essential Skills and Competencies (elearning):
This 3-part e-learning program outlines the top ten competencies required for call center leaders and supervisors today. Learn what skills and knowledge are needed and how to plan a professional development route that ensures supervisory success.
Operations/Business Management - 11 Course Full Track (e-learning):
The Operations/Business Management full series includes a set of eleven courses that are "business school basics" applied to the call center. Topics include the full array of call center operations and business management topics.
Workforce Management - 12 Seminar Full Track (e-learning):
This self-paced course includes all the topics in the The Call Center School's Workforce Management curriculum. Included is the full array of topics related to call forecasting, staff scheduling, and daily service management.
Quality Assurance - 9-Course Full Curriculum (eLearning):
This 9-course, 27 module e-learning program includes all nine topics in The Call Center School's Quality Assurance curriculum. Topics include: Building a Quality Form I/II, Defining Call Standards, Calibration Corner, Basics of Call Coaching, Making the Most of QM Tools, Satisfaction Guaranteed, Voice of the Customer, and Email Quality Monitoring.
Quality Assurance - 6-Course Core Curriculum (eLearning):
This 6-course, 18-module e-learning program includes all six core topics in the The Call Center School's Quality Assurance curriculum. Topics include: Building a Quality Form I/II, Defining Call Standards, Calibration Corner, Basics of Call Coaching, and Making the Most of QM Tools.
Workforce Management - 5-Course Core Program (eLearning):
This 5-course e-learning program provides the Core Curriculum of The Call Center School's Workforce Management training program. Topics include Data Collection/Analysis, Forecasting Fundamentals, Call Center Staffing, Scheduling Principles, and Managing Daily Service.
Call Center Supervision - 3-Part Coaching Program (eLearning):
This 3-part e-learning program includes three topics from The Call Center School's Call Center Supervision curriculum. This 3-part Coaching Program includes Setting the Standards, Don't Know/Can't/Won't Model, and Performance Coaching.
Call Center Supervision - 10 Seminar Full Track (eLearning):
This 10-course e-learning package includes all the topics in the The Call Center School's Call Center Supervision curriculum. Topics include the full array of call center operations and people management topics.
Frontline Fundamentals - 3-Part Phone Skills Package (e-Learning):
This 3-course self-paced e-learning program provides the fundamentals of telephone and customer service skills. The 3-part program includes: First Class Phone Manners, Power Phrasing, and Tyrant Turnaround.
Analytics and Reporting: Developing a Contact Center Reporting Plan (e-learning):
This 3-part e-learning program provides best practices on what analytics should be performed in the call center and how results should be reported to call center stakeholders. Students will learn about sources of data, analysis techniques, and options for reporting call center results.
| Items 1 to 12 of 63 total | Show per page |