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Agent Training Seminars and Classes
From Serebra Learning Corporation
Microsoft Windows 2000 Network Infrastructure Administration Part 4: Security  This is the fourth course in a five-part series that will provide IT professionals with the knowledge and skills necessary to install, manage, monitor, configure, and troubleshoot DNS, DHCP, Remote Access, Network Protocols, IP Routing, and WINS in a Windows 2000 network infrastructure. At the completion of this course, students will learn to encrypt a file; add and remove a recovery agent; more...
Field Sales Foundations  Many field sales representatives are set loose on their assigned territories armed only with a few sales tips and some information about the products and services they're selling. This course builds the foundation for a strategy that changes the customer's perception of the salesperson from a mere vendor to a consultant and true business resource. Field Sales Foundations introduces you to the more...
Completing Outbound Sales Calls  You might have heard the saying, "it ain't over 'til it's over." This is especially true with inside sales calls. To be a successful inside sales consultant, you need to know how to keep your customer's attention all the way through the close of the sale. In this course, you will learn strategies for contacting the decision maker and for dealing with gatekeepers. You will learn the steps involved more...
Preparing for Inbound Sales Calls  ... waiting for the phone to ring? A successful inside sales agent begins planning long before the customer calls. Successful inside selling is all about being prepared, and that means thinking ahead on customer inquiries and responses you will give. This course identifies the common perceptions that customers have of salespeople. In the course, you will learn the three premises of the inside more...
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 more...
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. more...
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. more...
The Contact Center and Technical Support Agent  ...his course explains how the role of the technical support agent ( TSA) has changed as businesses realize the importance of CRM strategies to their survival. The first lesson examines the characteristics of the modern contact center as a customer-centric model. The second lesson explains how the customer-centric focus affects the TSA's role in the contact center and examines the TSA profession. more...
Technical Support Essentials  ...agents ( TSAs) can't provide world-class technical service and support unless they understand contact center technology. They also need to understand the various elements and stages of a call--and what to do with the information gained. This course explains contact center technology and TSA activities. It covers the technology that links the TSA to the customer and to the resources needed to more...
Assessing Customer Behavior  In the modern customer-centric business model, dealing with all customers in a positive and efficient manner is paramount. But this goal can become daunting to a TSA who has not developed the ability to identify various behavior types and apply appropriate techniques to deal with them in a way that builds a positive relationship between the customer and the company. This course instructs agents in more...
Inbound Call Centers People Management  ...its customers. As a call center manager, you want to hire agents with special customer service "genes." Good call center agents do a better job on the telephone, are happier with their work, and genuinely enjoy helping customers. This course will help you staff your call center with the right people for the job. You'll learn how to select the best candidates, accommodate agent diversity, and more...
The Customer Service Agent in Action  ...agents ( CSAs) working in nearly 80,000 call centers in the United States. Call centers are burgeoning in Europe and the Pacific Rim as well, and experts predict that the number of CSAs will grow by 20 percent each year. Worldwide, revenues for the call center industry could soon reach almost $60 billion. The magnitude of these numbers suggests the important role that customer service agents more...
Professional Skills for Customer Service Agents  ...agent ( CSA), the focus of your job is to solve customers' problems within a short amount of time. To do this, you have to understand the optimum methods for professionally processing a large volume of customers representing many different personality types. This can be a challenging task. You can successfully handle an agent's workload while satisfying customers by mastering a few vital skills. more...
Managing Challenges in Customer Service  ...an average working day in a call center, customer service agents ( CSAs) handle dozens of customer calls. The calls may range from simple requests for product information to urgent demands for solutions to complex problems. The callers may range from quiet, logical, and professional in their manner to noisy, impatient, and infuriated. CSAs are expected to meet the challenges of handling all of more...
Cross-selling in a Customer Service Call  ...ey factor in customer call centers. As a customer service agent ( CSA), you handle dozens of calls a day, effectively helping customers by providing efficient solutions. At the end of this positive interaction, it makes sense to recommend additional or better products that will further aid customers. Customer service agents have become a vital source of additional sales revenue for companies. To more...
Customer Service Agent Skills Simulation  Kenworth Domestic Appliances ( KDA) is a national manufacturer and direct seller of household devices, offering a line of products that ranges from toasters to central-air conditioning units. Post-sales support is critical to their operation, and KDA prides itself on superior customer service. For the duration of this simulation, the learner will assume the role of customer service agent generalist more...
Managing Delivery  Delivering to clients is the most important thing you do as an external consultant. Everything else--the selling and the fighting to win the contract--stands for nothing if you fail to deliver outstanding results time and time again. To keep your reputation intact, delivering to time, quality, and budget is the very least that you must achieve. To ensure that clients remain enthusiastic about what more...
Call Center Telephone Sales  How many times have you attempted to get your point across over the phone, only for it to end up unsuccessful? Would you like to improve your conversational skills? When you take this course, you will learn how to save your and your customer's time. Learn which principles and techniques of selling, professional presentation approaches, and telemarketing laws apply to you. Using your time more...
Redesigning Your Organization Part 1  How do you implement systems thinking? How do you take what you've learned in theory and apply it to your organization? This course will walk you step by step through a planning process of designing an organizational system. You'll learn how to design your ideal organization, how to implement the design, and how to incorporate the learning of the new system so the entire team involved becomes a more...
The Six Sigma Change Agent  ...agent? How does one advocate change on a business-wide level? What are the skills required and the techniques used? In this course, you'll learn about the roles and responsibilities of the Six Sigma change agent. You'll explore ways to build a change management process and how to plan for change implementation. Effective communication is central to Six Sigma success, so this course will more...
Independent Contractors and Temporary Employees  Many companies are hiring contract or temporary employees to meet their changing staffing needs. Before hiring an independent contractor or temporary employee--also referred to as a contingency worker--companies should be aware of the costs involved along with the relevant legal and taxation issues. It is important that both parties have a clear understanding of the terms of their agreement with more...
Win2000 Professional Recovering Data and Systems  This course covers system and data recovery. You will be introduced to the procedure of recovering encrypted files and folders. As a user, you will use various components and tools for recovering data. You will also become familiar with the procedure for creating backups, restoring data from backups, and repairing disks using Emergency Repair Disk ( ERD), as well as troubleshooting system errors more...
Win2000 Network Infrastructure Administering RAS  This course covers remote access, and the function of an RAS Server as a dial-up networking server and as virtual private networking server. You will learn to install, configure, and administer the RAS Server, as well as to manage remote access clients. Next, the course explains the elements of remote access policy and the procedure for creating this policy. You will learn to configure a remote more...
Microsoft SMS 2003 Distributing Software  To explain how to prepare, manage, and monitor software distribution Systems administrators, systems engineers, systems analysts, IT consultants, and support professionals with responsibility for planning, implementing, and maintaining Microsoft Systems Management Server 2003 more...
Introducing TCP IP  The Introducing TCP/IP WBT is the first course in the Working with TCP/IP curriculum. This course familiarizes the audience with the fundamentals of TCP/IP, such as its various features, architecture, installation procedures, network support, and maintenance. The course also discusses installation, configuration, and maintenance of WINS server as well as the Domain Name System. Network more...
Mobile IP  To identify the critical components of Mobile IP and recognize how the protocol operates Technical professionals; IT and business managers who need to learn about current and future mobile wireless technologies; students investigating or researching wireless communications and related technologies more...
IPv6  To intoduce IPv6, explain its features, and discuss how it can be implemented Technical support personnel, system engineers, network administrators, network managers, integration specialists more...
CIW Internetworking Professional Part 4: Network Management    This is the fourth course in a five part series that will provide instruction on the features of network management. This course will provide an overview of management functional areas and the network management model. It will also introduce the features and functions of SNMP. The student will learn how to install and configure SNMP and SNMP agents. This course will also introduce the features and more...
Microsoft Windows 2000 Network Infrastructure Administration Part 4: Security    This is the fourth course in a five-part series that will provide IT professionals with the knowledge and skills necessary to install, manage, monitor, configure, and troubleshoot DNS, DHCP, Remote Access, Network Protocols, IP Routing, and WINS in a Windows 2000 network infrastructure. At the completion of this course, students will learn to encrypt a file; add and remove a recovery agent; more...
Essentials of Business Law: Employment Law  ...t law essentials. This program identifies the elements of agent and principal relationships the duties of agents and principals and ways in which agreements between these two parties are ratified. The program also identifies fair labor laws and labor and management issues including actions that constitute wrongful discharge and a violation of employee rights. In addition the program covers more...
From 123-CBT Computer Based Training
TCP IP Internetworking on Windows NT 4 0 Curriculum   ...es from a DHCP server; install and configure a DHCP relay agent; backup and restore a DHCP database; describe the types of services provided by NetBIOS over TCP/IP; explain how the HOSTS file resolves a host name to an IP address on local and remote networks; install and configure a WINS server; backup and restore the WINS database; explain the Windows NT browsing service; describe the domain more...
Oracle Workflow 11i10 Configuring Oracle Workflow Components   ...vice components and specific service components including agent listeners and notification mailers. Finally, it covers queue propagation and agent activity details.
Learn To:
Identify the mandatory steps for setting up Oracle Workflow.
Identify options that enable you to set up global workflow preferences.
Identify key concepts related to setting up an Oracle Workflow directory more...
Essentials of Business Law Employment Law   ...t law essentials. This program identifies the elements of agent and principal relationships, the duties of agents and principals, and ways in which agreements between these two parties are ratified. The program also identifies fair labor laws and labor and management issues, including actions that constitute wrongful discharge and a violation of employee rights. In addition, the program covers more...
Consulting Skills The Consulting Process   Consulting Skills: The Consulting Process explains your responsibilities throughout the seven-step consulting process. It identifies the processes for selecting a problem resolution, implementing the solution, and closing the consulting contract. Learn To Identify the steps for creating an outline of need. Follow the process for choosing more...
Oracle Workflow 11i10 Communications Function Activities   ...kflow process definition. The course also covers systems, agents, and external system registration. Finally, it covers the options that enable you to send events to an agent.
Learn To:
Identify features of systems.
Identify features of agents.
Identify options that enable you to define and maintain agents.
Define a function activity.
Identify features of external function more...
TCP IP Internetworking on Microsoft Windows NT 4 0 - Part 4   ...ll SNMP service on a Windows NT computer.
Configure SNMP agent services on a Windows NT computer.
Verify communications between the SNMP service and an SNMP management systems by using the SNMPUTIL utility.
Sequence the steps by which the SNMP service processe information requests from management systems.
Unit 4: Troubleshooting Microsoft TCP/IP
Duration: 2 Hour(s)
Match the more...
SQL Server 7 0 System Administration - Part 5   ...ush and pull subscription methods.
Match the replication agent with its appropriate attributes.
Identify conflict resolution attributes.
Analyze and label the components of the merge replication process.
Analyze and label the components of the snapshot replication process.
Analyze and label the components of the transactional replication process.
Analyze and label the components of more...
Call Center Mgt Managing an Inbound Call Center   ... Identify the functions of an inbound call center agent. Provide consultation to a company that wants to establish a call center. Select building considerations. Sequence the process for forecasting call volume. Guide the creation of a local call center. Audience The more...
Six Sigma Managing Six Sigma Projects   ...nge. Identify the role of a change agent. Identify three leadership support activities. Identify how to develop an internal support network. Identify ways of transforming staff functions. Simulation Overview: In the simulation at the end of this unit, you more...
CIW Internetworking Professional Part 4 Network Management   ...ent will learn how to install and configure SNMP and SNMP agents. This course will also introduce the features and functions of MIB as well as the functions of SNMP in an enterprise. Finally, the student will also receive instruction on SNMPv2 and SNMPv3. Learn To Identify features of network management. Identify features of management functional areas. Identify more...
From Training Link Education S.E.A
Certificate in Airline & Airport Passenger Service Agent Skills   ...skills and characteristics required for passenger service agents to be effective
Display an understanding of the verbal skills [and industry knowledge] required of passenger service agents
Understand the written skills [and standards] required of passenger service agents
Describe the essential features and equipment encountered in a passenger service agents environment
Demonstrate the more...
From ProTrain Online
Advanced Income Tax Preparation - Online    ...agent, accountant, lawyer, financial planner, business owner, experienced tax preparer, or just interested in increasing your tax knowledge, the Advanced Course will enable you to prepare more complex individual tax returns. This Course provides the critical education and knowledge which make the graduates more competent and successful than their competitors. Students normally enroll in this more...
From Teach Me IT
Introducing TCP/IP   The Introducing TCP/IP WBT is the first course in the Working with TCP/IP curriculum. This course familiarizes the audience with the fundamentals of TCP/IP, such as its various features, architecture, installation procedures, network support, and maintenance. The course also discusses installation, configuration, and maintenance of WINS server as well as the Domain Name System. After completing more...
From Gotham Writers Workshop
How to Get Published Workshop taught by NY Literary Agent  ...ques for getting published from a true insider a literary agent.
You ve spent months, maybe years, sweating and swearing over a writing project. Why not spend just a little time learning how to maximize your chance of getting published? There is no sure path or magic formula for publication. But there are definite Do s and Don t s and there are time-tested steps to follow. We won t tell you more...
From Skillspride Online Training
Lotus Notes 4.6 Mail, Calendar & Schedule User Introduction  This course introduces the readers to the basic features of Lotus Notes Mail. At the end of the course, users will be able to confidently send, reply to and forward mail, create draft mail and stationery, change letterheads, create folders to store mail, create and manage tasks, send bookmarks and phone messages, create private groups, archive mail messages, use the out of office agent and more...
Lotus Notes 4.5 Mail, Calendar & Schedule User Introduction  This course introduces the readers to the basic features of Lotus Notes Mail. At the end of the course, users will be able to confidently send, reply to and forward mail, create draft mail and stationery, change letterheads, create folders to store mail, create and manage tasks, send bookmarks and phone messages, create private groups, archive mail messages, use the out of office agent and more...
From Education Systems
Air Fares  Learn the air fare terms, codes, fare construction principles and fare application rules necessary to find, interpret and apply the lowest applicable fare to your clients air itinerary. Practice the interpretation of the multiple air transportation taxes and fees applicable to air travel. Air fares are historically difficult to interpret and apply. This course presents the basics in a simple more...
Air Reservations  Gain the product knowledge and skills (with the exception of automated reservations) needed to research, plan and book air travel. You will learn the terminology, the policies and the procedures of airline travel and airline reservations. While the sale of air travel is no longer the major revenue producer for travel professionals, it is a vital part of the travel industry as the most used mode of more...
Automated Air Reservations  You will learn to book air reservations using RTS , a hands on Computer Reservation System ( CRS) simulation of Sabre in conjunction with the online tutorial. Each lesson combines selections from a proven Sabre text with helpful hints and instruction to most effectively use the realistic simulator, RTS Sabre . You will learn and practice the basic functions of Sabre as used by travel more...
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