Call Center Training - Frontline eLearning
Frontline eLearning
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First Class Phone Manners (e-Learning):
This self-paced, 3 module e-Learning program provides best practices for all phases of a customer call, including opening, closing, and hold/transfer techniques. Learn what to say and not to say to ensure proper etiquette and a positive outcome on each call.
Anatomy of a Sales Call: Four Steps to Successful Selling (e-Learning):
This self-paced, 3-module e-Learning program outlines the four basic stages of a sales call. Learn how to engage the customer, discover basic customer needs, present solutions that benefit the customer, and gain commitment for next steps.
Selling Through Service: Increasing Revenues with Customer-Focused Selling (e-Learning):
This self-paced, 3-module e-Learning program helps frontline staff get prepared for their role in customer-focused selling. Learn to overcome selling fears and get in the right mindset to maximize selling success.
Email Essentials: A Frontline Guide for Writing Effective Emails (e-Learning):
This self-paced, 3-module e-Learning program provides best practices for written communications with customers. Students will learn to write clear, concise emails and avoid the most common grammar and punctuation errors in order to enhance customer communications.
Vocal Makeover: Proven Techniques for a Winning Voice (e-Learning):
This self-paced, 3-module e-Learning program will help students fine-tune their vocal techniques to become better communicators over the telephone. Learn how to get rid of distracting voice mannerisms and identify the seven vocal characteristics and how to improve each one for a better telephone voice.
World of Call Centers: An Operational Overview (e-Learning):
This self-paced, 3-module e-Learning program provides an introduction to the world of call centers. Learn about the most important aspects of the main operational functions, including call center staffing, performance measures, and the main expectations for frontline staff.
Power of One: The Difference One Agent Makes (e-Learning):
This self-paced, 3-module e-Learning program provides two important lessons. The Power of One class helps frontline agents understand the important role they play in building customer relationships, as well as impacting the overall operation of the call center.
Frontline Fundamentals - 3-Part Phone Skills Package (e-Learning):
This self-paced, 9 module 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.
Tyrant Turnaround: Going From Difficult to Delighted Callers (e-Learning):
This self-paced, 3-module e-Learning program provides proven strategies for handling a wide variety of difficult and challenging calls. Students will learn techniques to address talkative callers, confused customers, complainers, and angry/abusive callers that result in a positive outcome.
Power Phrasing: Winning Words for Effective Communications (e-Learning):
This self-paced, 3-module e-Learning program provides guidelines for words to use and not to use to make the most of every phone call. Students will learn words and phrasing to turn negative statements into positive ones, as well as how to give instructions in a helpful manner in order to leave a positive impression with each customer.
Frontline Fundamentals - 6 Seminar Core Curriculum (e-Learning):
This self-paced, 18 module e-Learning package includes all the topics in the core Frontline Fundamentals program. Topics include Power of One, World of Call Centers, Vocal Makeover, First-Class Phone Manners, Power Phrasing, and Tyrant Turnaround.
Frontline Fundamentals - 9 Seminar Full Track (e-Learning):
This self-paced, 27 module e-Learning package includes all the topics in the Frontline Fundamentals program. Topics include the full array of customer service, phone skills, vocal training, email essentials, and sales skills.
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