Online Call-flow eLearning Training

Handling Contacts Professionally Maximize Call Performance 1 This course reviews the stages of a typical customer call flow and introduces several strategies to use to initiate a positive rapport with your client. Professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and Internet technologies  more...

Effective Communication Skills Effective communication is essential to the success of any customer-oriented business. Each customer will have their own style of communication as well as an emotional response to contacting a support center. In order to effectively communicate, the Customer Support Specialist (CSS) must understand how to adapt to these different styles and emotions before the customer's problems can be dealt  more...

VoIP Signaling and H 323 Call Control To identify the role of signaling and call control in a VoIP network, configure H.323 gateways and gatekeepers, and identify the various commands used to monitor and troubleshoot H.323 IT professionals responsible for preparing, configuring, and maintaining a voice and data network; candidates preparing for the Cisco Certified Voice Professional certification (CVOICE 642-432)  more...