From Serebra Learning Corporation
Call Center Structures The Call Center Profession 
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.
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Call Center Operations Performance Measurement 
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
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Call Center Operations Workforce Management 
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.
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Call Center Operations Call Center Technologies 
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.
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Inventory Management 
In today's economy, companies must be able to move large quantities of product quickly to locations across the globe. Overnight delivery methods have drastically altered customers' expectations regarding delivery times. Lead times of four to six weeks are no longer acceptable. In light of these changes, effective
Inventory Management is no longer static- the emphasis is on movement, and quick
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