Call Center Training Training and Seminars

Customer Service

Call Center Training Training Classes Call center agent and supervisor training
Some important terms: call center, call center, call center agent, callcenter, customer service, customer service, telephone customer service, customers and service.
Call Center Training Training Seminars and Classes
From Online Training Directory
Telephone Skills for Quality Customer Service on-line e-learning cbt (computer based)study at homecoursewareSelf Directed Course description -- Telephones are an everyday part of business and often aid in your customersa ™ first impression of your company. This course identifies telephone skills needed to be successful and more professional. It provides strategies to enable you to give your callers the quality service they deserve. You will learn tips for handling the telephone, ways to manage the discussions,  more...
From Meirc Training and Consulting
Call Center Management Skills instructor led traininggroup study and discussioncoursewareworkshop / seminar Objectives: By the end of the program, participants will be able to: Identify and solve common call center problems. Acquire higher productivity from call center operators. Apply the skills required by a call center manager.  more...
From Power Diversity, LLC
Customer Service and Communication Skills for Call Centers instructor led trainingon-line e-learning cbt (computer based)study at homegroup study and discussionself directedcd romDVDworkshop / seminartrain the trainerDan is an international trainer who comes to your organization; many of his programs can also be accessed online. Advanced free-style scripting and verbal patterns for telephone professionals Imagine if everyone in your call center communicated with more clarity, tact, and finesse even under pressure. Could your call center be more successful if the representatives were more strategic, tactical communicators? Do your customer service agents struggle to find the right words when the pressure is on?  more...
From Serebra Learning Corporation
Phone Skills : Transferring Calls on-line e-learning cbt (computer based)study at homeweb-based,online cbt,cd In today's world the phone dominates business communications. You can buy, sell, research new markets, provide quality customer service and make impressions that last using the telephone. This course will help you use the phone naturally and well. It encourages consideration of both the caller and your colleague when you take messages in your workplace. It also gives valuable tips and hints on  more...
Call Center: Inbound Customer Service on-line e-learning cbt (computer based) In Call Center: Inbound Customer Service you will identify what challenges come from the situation the caller and the environment. You will learn what guidelines you should follow in order to provide excellent service and use your skills to fulfill your customers' needs.  more...
Call Center Management: Managing an Inbound Call Center on-line e-learning cbt (computer based) Call Center Management: Managing an Inbound Call Center gives the student an overview of inbound call centers managerial roles and technologies that affect call centers. The program also gives the student guidelines for establishing a call center as well as things to remember when establishing the call center. Learning the material in this program the student will be able to establish a call  more...
Call Center Management: Measuring Quality and Performance on-line e-learning cbt (computer based) Call Center Management: Measuring Quality and Performance teaches the student information about customer expectations and how to reduce the percentage of a call center's lost calls. The program also teaches students about various staffing tactics provides a process for calculating staff levels and identifies the types of reports that call center managers use to evaluate a call center's  more...
Call Center Management: Managing and Motivating Your Staff on-line e-learning cbt (computer based) Call Center Management: Managing and Motivating Your Staff gives the student information about turnover and training as well as processes for reducing turnover and training effectively. The program also gives the student a process for managing employee stress as well as guidelines for motivating and communicating with employees. Additionally the program provides students with processes and  more...
Call Center Structures The Call Center Profession on-line e-learning cbt (computer based) This course describes the functions, structure and key players of a typical call center, and underscores the uniqueness of the profession. Agents who need an understanding of the fundamental structures and relationships in the call center profession.  more...
Call Center Operations Performance Measurement on-line e-learning cbt (computer based) This course describes how the manager must balance the sometimes conflicting interests of the center s stakeholders. It also demonstrates how KPIs (Key Performance Indicators) are applied to evaluate both agent and call center performance. Agents who want to progress to an understanding of call center operations, including workforce management, technological applications and performance  more...
Call Center Operations Workforce Management on-line e-learning cbt (computer based) This course describes forecasting, scheduling, occupancy and staffing principles, and explains their impact on the life of an agent and the success of a call center. Agents who want to progress to an understanding of call center operations, including workforce management, technological applications and performance measurement for both agents and call centers.  more...
Call Center Operations Call Center Technologies on-line e-learning cbt (computer based) This course shows how technology can lead to excellence in customer service, through call routing applications at the agent level and performance management tools at managerial level. Agents who want to progress to an understanding of call center operations, including workforce management, technological applications and performance measurement for both agents and call centers.  more...
Call Center Structures Customer Relationships on-line e-learning cbt (computer based) This course defines the long-term value of a customer and illustrates how CRM (Customer Relationship Management) principles are applied to recognize, prize and respond preferentially to high-value customers. Agents who need an understanding of the fundamental structures and relationships in the call center profession.  more...
From 4 Hour Training
CSR Skills instructor led trainingvideo based,accelerated learning Please contact us for more information.  more...
From The Customer Service Training Institute
Call Center Agent Training Certificate Program study at homeself directede-book The course is designed for the person looking to become a Call Center Agent. In this course, we provide the student with 8 training modules. These training modules take you through an introductioon to call center terminology and design through the customer service skills needed to provide world class customer service over the phone. This course, like all of our training programs, is designed  more...
From Last Minute Training
Telemarketing - Using A Telephone as a Sales Tool The telephone can supplement, enhance, and sometimes replace other means of marketing and selling. This personal approach can dramatically increase your sales success. This one-day workshop will help you hone your communication skills, your ability to persuade, and your ability to personalize each sales call to the person and to each situation.  more...
Cold Calling for Women Opening Doors and Closing Sales Learn how to: o Eliminate a Telephone Terrora ? and a Call Reluctancea ? o Change your calls from cold calls to introductory calls and why your prospects will welcome the difference o Use your ability to build relationships to build rapport and respect with your prospects o Listen actively and use intuition to connect with your prospect o  more...
Customer Satisfaction Servicing Customers on the Telephone Participants who complete this workshop will: * Learn the difference between customer Service and customer Satisfaction. * Master the invaluable tool of Active Listening by hearing and interpreting what customers say and don't say. Learn how to deal with difficult callers and deal with information despite the manner in which it was communicated. * Recognize forbidden phrases and  more...
Contact Center Manager Certification Training * Learn and practice new concepts and techniques for dealing with people, tools, and operations more effectively in a management and leadership capacity. * Broaden your understanding of the unique challenges of managing a contact centre most effectively in a customer service environment and learn new ways to bring about change despite resistance. * Acquire access to unique tools and  more...
Critical Elements of Customer Service This workshop is for any employee who deals with external customers or who serves those who do. The a Service Edgea is what keeps customers coming back to do business with you. Many customer decisions are based on how well they were treated by your front-line personnel. Does the customer feel valued? Are your staff members able to respond to customer requests and needs quickly? Is your staff  more...
From DJH & Associates Consulting
Customer Loyalty instructor led trainingstudy at homeself directed Developing loyal customers-not just satisfying customer needs is the critical difference in creating sustainable organizational success. Through the introduction of this Customer Loyalty process participants will assess their ability to understand and manage their emotions, recognize the emotions of others and develop the ability to manage relationships with customers and peers effectively.  more...
From LJL Seminars (tm)
Customer Service Telephone Techniques instructor led training This is our one-day customer service training program which focuses on customer service telephone techniques. During this workshop we will cover how to deal with customers over the phone as well as face-to-face DESIGNED FOR: Executives Managers Sales People Customer Service Representatives Anyone in a customer focused position  more...
From International Contact Center Academy
First Call Resolution Surpass Customer Expectations with Superior Service First call resolution (one and done) is the #1 driver for customer satisfaction with best practices reported at 86%. However, this means that 14% of your customers are contacting you more than once (or twice) to resolve their issues! Repeat calls are costly not only to operations and the bottom line, but they negatively impact customer satisfaction. Do you know what that costs you? Plug  more...
Maximizing Revenue Through Opportunity Upselling Increase your contact center's revenue by learning to up-sell and cross-sell products and services over the phone. In this webinar, you will learn how to: - Recognize opportunities to upsell additional products and services, so you can generate more revenue for your department - Identify the most appropriate products or services to offer, so customers are motivated to buy now - Present  more...
From The Green BOX Learning Solutions, Inc
Call Center Management Call Center Management courses are targeted specifically for those in the Business Process Outsourcing (BPO) industry. These consist of modules on call center agent and manager training which include phone-handling, e-mail writing, back office support, and culture sensitivity.  more...
From Service Strategies
Support Representative - Online on-line e-learning cbt (computer based) Superior customer service is critical to continued success for any service organization. This 1-day course introduces entry-level service representatives to the fundamental principles and techniques required for excellent customer service delivery. As the first, or principal, line of contact with customers, service representatives have a unique and challenging opportunity to influence customer  more...
Support Representatiive workshop / seminartrain the trainer Superior customer service is critical to continued success for any service organization. This 1-day course introduces entry-level service representatives to the fundamental principles and techniques required for excellent customer service delivery. As the first, or principal, line of contact with customers, service representatives have a unique and challenging opportunity to influence customer  more...
Support Professional train the trainer The combination of providing resolution to technical problems while maintaining excellent customer service skills creates a unique challenge for today's support professionals. Customer satisfaction derives from effective communication as much as from obtaining a technical solution. The Support Professional course addresses this challenge.  more...
Support Professional - Online The combination of providing resolution to technical problems while maintaining excellent customer service skills creates a unique challenge for today's support professionals. Customer satisfaction derives from effective communication as much as from obtaining a technical solution. The Support Professional course addresses this challenge.  more...
Problem Solving and Troubleshooting Workshop Effective technical problem resolution includes using excellent communication skills with customers at different knowledge levels while simultaneously making judgments about the information provided and asking key questions to gather the appropriate information. This can present a significant challenge to support professionals - especially in today's market where customer satisfaction is derived  more...
Support Specialist workshop / seminartrain the trainer This 2-day course is for professionals with advanced experience and skills in support services. The course focuses on advanced problem resolution techniques, communicating with difficult customers, negotiating strategies, metrics, knowledge management, mentoring, project management and teamwork. Participants find that the course builds on previous support specific programs and prepares them for a  more...
Account Management for Support The Support Account Management workshop is designed for experienced support professionals responsible for managing and growing key accounts. The program teaches the critical relationship skills and account management strategies required to create customer value, improve client loyalty, and generate new, profitable revenue.  more...
Support Manager This course offers support managers the opportunity to develop and refine their technology support leadership skills. The course provides students with the skills necessary to effectively manage the challenges of the most complex support centers. The 4 day course is uniquely created to provide training on the fundamentals of management relative to the support environment, and to enhance the  more...
Field Service Manager workshop / seminar This 4 day course is dynamic and interactive, with students frequently working in small groups, presenting findings and working on the course case study. Field service managers must be able to manage in an environment of highly skilled, technical people. He or she must be able to lead, coach, and facilitate the activities of these people toward the accomplishment of the evolving technical  more...
From BPOzitions Enterprise Pvt. Ltd
Advance Diploma in Call center Training BPOzitions prepares learners of all ages as freshers and experienced professionals strive for higher achievement in communication, personality development and placement. One key to improving learner achievement is providing learners with relevant contexts for learning. BPOzitions offers these contexts in the form of classroom-based training with the knowledge and skills required for continued  more...
From International Customer Service Association - Toronto Chapter
Leadership Certification Program This four-day program is designed for Managers, Supervisors, Team Leads and anyone looking to take on a leadership role at work. Stay ahead of the competition and make yourself invaluable to your organization. The Leadership Program is perfect for anyone who wants to improve their leadership skills, focusing on the three core fundamentals: People, Tools and Operations.  more...
Coaching for Performance Certification This 2-day program will develop the skills to transform you into the most effective coach you can be! If you coach on the job or would like to, this unique program will teach you how to analyze and adjust the way in which you communicate with your staff. By following our effective coaching methods, you can greatly improve your customersa ™ satisfaction.  more...
From The Bluestar Group LLC
Building and Sustaining Call Center Sales instructor led traininggroup study and discussionworkshop / seminar This seminar provides a practical and valuable tool for transforming service calls into sales opportunities and closing sales.  more...
From Pro-TEST Consultancy Sdn. Bhd
Customer Service workshop / seminarInteractive class (role play, games, discussion, presentation) 1. Telephone Courtesy and Techniques 2. Customer Service Excellence 3. Customer Service Culture 4. Salesmanship Techniques  more...
From Entelechy, Inc.
Impacting the Customer Experience instructor led trainingcoursewaretrain the trainer Impacting the Customer Experience Overview Everything you do or don t do impacts the customer experience! Many things contribute to what the customer experiences while dealing with your company. In order to truly understand what your customers experiences are, we need to better understand what your company offers your customers, who your customers are, what their likes and dislikes  more...
From eSynergy International
Contact Center Services NC II This program covers the knowledge and skills needed to communicate effectively in English while conducting a customer service delivery process, rendering quality customer service in a contact center and how to effectively engage customer.  more...
From Leisure Time Properties
Ultimate Customer Service instructor led training Providing Ultimate Customer ServiceFor Supervisors, Managers and Team Leaders Providing ultimate customer service is not something that you just know. Ultimate customer service comes from knowledge and the knowledge to reproduce it.Many leaders have great customer service skills; however, they do not know how to pass this on to their staff and how to get their staff to give the same service. You  more...
From Canadian Centre for Professional Development
Telephone Customer Contact on-line e-learning cbt (computer based) A comprehensive set of courses designed to cater to all situations where telephone customer contact is required. Ideal for customer service, call center, help desk and other customer contact personnel. Check out the full list of courses at our site.  more...
From Arcadia Alive Ltd
Handling Conflict on the Phone instructor led traininggroup study and discussioncoursewareworkshop / seminar This course benefits individuals and teams who have to respond to 'external' or 'internal' customers over the phone. It equips participants with the understanding and ability to manage conflict and difficult situations on the phone. This is a practical course, participants learn through a range of training approaches including short demonstrations, skills practice, reflection and discussion.  more...
From Executive Edge Training Centre
Taking Ownership of the Call EGTL 13 The telephone is the first opportunity, to make a good impression for many customers, and is often seen as the "shop window" to the organization. However, a badly handled enquiry, or a poorly taken message can adversely affect future trading relationships with not only new or potential, but also existing customers. This course will be of particular interest to anyone who is using and working on  more...
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