Online Call eLearning - Training Resources

Winning Over Difficult Customers Strategies for getting the attention and cooperation of the difficult customer. Concerns, objections and difficulties in customers come in a variety of styles. They might be uncertain, angry, clammed up or just plain rude. If you and your customer could read each other`s mind there would likely be none or at least few of these encounters. The reality is your customer has previous buying  more...

Legal Nurse Consulting Certificate Program ...025 Phone: Toll Free: Fax: Email: Website: http:// Call and order your text book as soon as possible so that you can begin your course of study. You will need the text to start your assignments. GRADING: Examinations for Modules 1, 2, and 3 are objective type exams. There are fifty (50) questions on each exam. The grading scale is: 90 - 100 % = A 80 - 89 % = B 70 - 79 % = C 60 - 69 % =  more...

Lab Safety and Chemical Hygiene ...ical Hygiene Plan anyone working in a "laboratory" If you call your operation a laboratory, then more than likely you fall under the OSHA definition of a laboratory. The term "hazardous chemical" is a broad definition according to OSHA. If you use a chemical that has any sort of associated health hazard (carcinogens, irritants, sensitizers, or anything that can irritate or damage the eyes,  more...

Customer Service Certificate This series is designed to help users create and maintain good customer services. Concepts covered include defining company-wide customer service and standards, strategies for effective communication, and effective problem resolution. This self-directed course can be completed within 90 days or sooner depending on time and learning capabilities of the student. Welcome to Customer Service  more...

Chinese Seasonal Approach to Health ...plan in nature that we must learn to follow - The Chinese call that plan the "Seasonal Approach to Health Maintenance". In this course you will examine the Chinese Five Seasons, their corresponding organs, food suggestions and exercises for health maintenance. We will also study about the special concerns for men and women 40+ years of age. In this section you will learn which herbs and  more...

Bloodborne Pathogens and Infection Control for Tattooing and Body Piercing This course provides training as required by OSHA's Bloodborne Pathogens Standard (29CFR 1910.1030). Material covered in the course includes definitions of bloodborne pathogens, modes of transmission, universal precautions, engineering and work practice controls, exposure control plans, hepatitis B vaccinations, and other information needed to the safety of the tattoo artist or body piercer. A  more...

Bartending to the Max-Online ...e laws, we will also provide a phone number where you can call for your state's regulations and age of service laws.How can I learn everything I need to know about bartending from an online course? In this class you will learn valuable information that will make you a superior bartender, a great employee and a skilled bar manager. Additionally, you will be provided with recipes to learn and  more...

Bartending the Easy Way-Online ...e laws, we will also provide a phone number where you can call for your state's regulations and age of service laws.How can I learn everything I need to know about bartending from an online course? In this class you will learn valuable information that will make you a superior bartender and a great employee. Additionally, you will be provided with recipes to learn and detailed instruction to  more...

Adobe RoboHelp Workshop In this course, you study the background of online-help systems since they arose in the 1990s. You explore a range of online-help systems, surveying their varied content, organization, format, and in particular navigation systems. You study a sequence of RoboHelp tutorials to learn the basic tasks that professional help writers must know to do their work. Concurrent with the tutorials, you  more...

Advanced Certificate in Technical Writing ...purpose analyses for user-centered documents Write specifically to fit your audience needs Create powerful technical documents including descriptions, processes, instructions, and reports Understand and Apply effectual principles of visual design to your documents Develop valuable information plans and content specifications Estimate and Manage your documentation projects Enroll today in this  more...

A Workshop Approach to Mastering RoboHelp Office (Latest Release) Learn from an expert and save hundreds of training dollars. (Optional purchase, full version RoboHelp for only $499, Reg.$999 See Details) This course offers individuals an opportunity to build a standalone help project by applying the principles outlined in each of the three lesson plans through a systematic and hands-on approach. Each student will develop and create their own online help  more...

911 OPERATOR TDD TRAINING ... or offer refresher training to recognize and process TTY calls at least as often as they require or offer training for voice calls, but at a minimum, every six months." This innovative online course consists of an online, interactive lesson. Once the lesson is completed, students participate in simulated conversations with members of the deaf/speech impaired community via a simulated TDD  more...

Job-Seekers Workshop: 10 steps to a new beginning Welcome to our Employment Strategies Workshop The Employment Strategies Workshop begins with determining career requirements with a helpful worksheet, then explains how to find potential employers using the Net, networking and the direct approach; shows how to develop, personalize and target a resume (includes samples), write an effective cover letter (includes samples); talks about the best ways  more...

Mastering Cold Calls Course description -- There are some specific strategies that can help a sales person become more confident and competent in making cold calls, and this course has them. It describes both the technical and the psychological techniques and methods to help you overcome your apprehension and conduct a call that gets results. IMPORTANT NOTE: INTERNET EXPLORER (IE) BROWSER REQUIRED - can`t use Netscape  more...

Basics of Effective Selling ...nd checklists to take you from contact list through sales call and on to follow-up and referrals. There are tools for identifying the features and benefits of your product and service, doing a competitive analysis, and preparing your sales presentation. There are also practical tips on dealing with customers, handling objections, and using customer feedback to improve your own performance.  more...

Planning Your Field Sales Approach ...d Sales Approach provides practical tools for determining call and meeting objectives and developing appropriate openings for face-to-face selling situations. Included in the course are detailed descriptions of the six customer buying roles a field salesperson typically encounters and tips for working effectively with each. This course demonstrates how to generate effective account profiles,  more...

Completing Your Field Sales Approach What does it take to successfully present valuable solutions and close sales while achieving a sense of accomplishment and trust between you and your customer? Completing Your Field Sales Approach highlights how to present sales solutions and close sales with your customers. Included in the course are steps and tips for overcoming customer objections effectively. You'll have opportunities to  more...

Preparing for Outbound Sales Calls ...calls begin long before the salesperson places the call. Successful inside selling is all about planning and being prepared. Being prepared means knowing what to expect from your customer and planning your responses. In this course, you will learn about the common perceptions customers have of salespeople. You will also learn the three premises of the inside sales approach, the structure of  more...

Initiating Outbound Sales Calls ...on your customer. Knowing how to initiate an inside sales call is a key to your success. In this course, you will learn the strategies for dealing with voice mail and call screeners and for making a successful initial contact with a customer. You will also learn the four profile types and strategies for creating account profiles. In this course, you will learn how to assess a sales opportunity,  more...

Completing Outbound Sales Calls ...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 in a sales presentation, how to determine the  more...

Preparing for Inbound Sales Calls ...side 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 sales approach, the structure of this approach, and  more...

Completing Inbound Sales Calls ...call leads up to the completion of the sale. A successful inside sales consultant knows how to keep a customer's attention all the way through the close of the sale. In this course, you will learn the process for assessing a sales opportunity, the four factors used to qualify a sales opportunity, and strategies for qualifying a sales opportunity. You will also learn the steps for making the  more...

Promoting Your Brand to Consumers ...and that brand name appeared out of thin air. What do you call that phenomenon? Integrated marketing communication: the act of generating awareness for your product or company through the use of multiple forms of media.However, there are over 220 forms of media. Which is right for you and your company's brand? How do you determine this? This course begins with the primary tools of the trade:  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...

Managing Contingent Workers ...call workers, independent contractors, workers provided by contract firms, and temporary help agency workers) are different than permanent employees in their expectations, roles, commitments and legal status. That means you need to manage them differently than you do full-time, core employees. This course will examine various aspects of successfully managing contingent workers. You will analyze  more...

Technical Support Essentials ...o 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 assist the customer. It also provides instruction and practice to help the TSA use that technology effectively. Upon completion of  more...

Call Center Customer Service ...call center customer service representative? Maybe you are experiencing some feelings of anxiety, as do many novice agents. You may be concerned about dealing with customers' issues one-on-one. Fortunately, there is a comprehensive training course for people in your situation. This course will help you overcome reservations about customer service in a call center setting. This course for  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...

The Inbound Call Center ...call center managers of this century will face many of the same challenges that their counterparts faced in the 20th century. The emphasis will still be on the development and acquisition of cost-effective methods to provide customers with the service they demand. By ensuring that you have a good knowledge base of the inbound call center industry, you are establishing a sturdy framework for  more...

Inbound Call Center Management Leadership ...abulous manager, you may not be an effective leader? As a call center manager, how can you motivate everyone, including senior management, to work together toward a common goal? As you progress through this "Inbound Call Center Management: Leadership" course, you will become aware that enhancing your leadership skills can move you closer to your goal of managing an efficient and team-oriented  more...

Inbound Call Centers People Management ...call centers are often the only link between a company and 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  more...

Inbound Call Center Technology ...call center is constantly changing and improving. How can you, as a call center manager, keep up with this advancing technology? Moreover, why should you? This course will explain the fundamentals of inbound call center technology, and explore ways current technology might evolve. It examines different methods of obtaining this technology, and outlines how to protect your call center through  more...

Performance Metrics for an Inbound Call Center ...call center environment typifies the active, fast pace of the business world. In this hectic environment, is there time to consider how things are being done? There should be. As the call center industry slowly transforms into a customer management industry, the impetus will be on call center managers to ensure customers receive the best service possible. But where do you look to analyze  more...

The Customer Service Agent in Action ...n customer service 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  more...

Professional Skills for Customer Service Agents ...stomer Service Agents" covers professional issues such as call-center ethics and call protocol; procedures and techniques for handling calls and gaining customer confidence; and questioning and listening skills to help you address customer concerns more effectively. You will learn skills that help CSAs to efficiently and respectfully gather customer information and, where appropriate, take  more...

Managing Challenges in Customer Service ...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 these calls and customers  more...

Cross-selling in a Customer Service Call ...y being flexible. Flexibility is a key 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  more...

The Call Center Industry When people pick up a phone and hear someone greeting them from the XYZ Company, they put little thought into the people, process, or technology behind the phone call. To them, the person on the phone is just a voice on the other end of the line. This course will examine all of the aspects of a call center. In order to facilitate this examination, this course has been broken down into three parts:  more...

Call Center Communication Skills ... customer service and sales. This is especially true in a call center environment. Call centers can be high pressure, fast-paced environments where you may have to deal with hundreds of people in one day. That is why it is so important to fine tune your communication skills. This course will examine handling different personalities, questioning skills, and telephone skills. These skills are  more...

Making Telephone Calls Count ...call a day, or dozens, you have the power to make every call count. Is the service you deliver to your customers over the telephone merely satisfactory, or is it superior? When challenges present themselves, how well do you handle yourself? What do your actions say about your company? You may think telephone interactions are all simple and straightforward. The customer talks. You listen. But  more...

Effective Interfunctional Relationships ... department head and manager has his or her own troops on call and a personal domain to defend. Protecting your turf may be instinctual, but it's also counterproductive. By not cooperating openly with other sections or departments, you not only interfere with their ability to accomplish their tasks, you undermine your own efforts as well. In this course you'll discover how you may be  more...

Getting the Most from Business Documents ...sal to meet a deadline? Then two days later you receive a call from the intended recipient asking you where the report is. You faxed it over and it got lost in their fax room. Now you've missed the benefit of having met your deadline. This familiar scenario illustrates the importance of selecting an appropriate document type and delivery method for your written business documents. "Getting the  more...

Remoting with C 2005 To identify how to create, debug, host, and deploy remoting applications, and to identify how to call methods asynchronously and implement events in remoting applications  more...

Visual Basic 2005 Customized Programming To enable compatibility between COM and Visual Basic 2005, use reflection to call classes and data types, and customize a Visual Basic 2005 application for graphics, text, globalization, and e-mail  more...

Creating Stored Procedures and Functions To create and execute a stored function and call, and remove and view stored functions in PL/SQL  more...

Remoting with Visual Basic 2005 To identify how to create, debug, host, and deploy remoting applications, and to identify how to call methods asynchronously and implement events in remoting applications  more...

C 2005 Customized Programming To enable compatibility between COM and C# 2005, use reflection to call classes and data types, and customize a C# 2005 application for graphics, text, globalization, and e-mail  more...

Leading by Enabling ...sible support to your people makes them able to "make the call" when necessary. This course will also assist you in discovering common aspirations, improving your interpersonal skills, communicating your passion, and making your vision tangible. You will understand the importance of developing shared goals and integrative solutions while building relationships based on trust. Finally, you'll  more...

C Programming for the Microsoft NET Platform Part 2 ... to define a method. • Identify the syntax used to call a method. • Identify the syntax used to declare local variables in methods. • Identify characteristics of an array. • Identify the syntax used to access an array element. • Identify guidelines for using an array. Audience The intended audience for this course are individuals involved in programming  more...

ASP NET Part 3 Web Services Web Apps ...ll be introduced to the concept of Web services, learn to call and use a Web service and to create a Web service using Microsoft Visual Basic. Topics also covered are enhancing Web application functionality, technologies such as state maintenance, caching, and authentication. Lastly, the learner has the opportunity to deploy an ASP.NET application. Learn To • Identify features of Web  more...

ASP NET Part 3 Web Services Web Apps ...ll be introduced to the concept of Web services, learn to call and use a Web service and to create a Web service using Microsoft Visual Basic. Topics also covered are enhancing Web application functionality, technologies such as state maintenance, caching, and authentication. Lastly, the learner has the opportunity to deploy an ASP.NET application. Learn To • Identify features of Web  more...

ASP NET Part 2 ADO NET Partitioning Tracing ...e to a List control. • Identify the syntax used to call an action stored procedure. • Identify the syntax used to retrieve data from a database using DataReader objects. • Identify the syntax used to create a parameter for a stored procedure. • Identify the syntax used to call a stored procedure. • Identify the syntax used to read data from a DataReader by  more...

Designing Cisco Network Service Architectures Part 4 ...ation of a Cisco QoS solution. Identify features of the CallManager component of a Cisco IP telephony solution. Identify features of the gateway and control protocol components of a Cisco IP telephony solution. Identify features of the transcoder and conferencing components of a Cisco IP telephony solution. Identify considerations for validating a network infrastructure for IP  more...

Cisco Internetwork Troubleshooting Part 2 ...ing for a Cisco Systems Technical Assistance Center (TAC) call. Audience: This course is aimed at professionals responsible for maintaining the efficient operation of complex computer networks, for example, System Engineers, Network Administrators, or Internetwork Engineers. Cisco employees, Channel Partners, Resellers, and customers may also take this course. It is expected that the  more...

Interconnecting Cisco Networking Devices Part 3 ...Identify features of ISDN. Identify key aspects of ISDN call processing. Identify features of ISDN functions and reference points. Audience: The target audience consists of system engineers, network administrators, network support staff, account managers, and channel partner/reseller customers. The audience may be involved in designing, expanding and planning simple Cisco  more...

Windows NT 4 0 Core Technologies Support - Part 1 ...ject Manager. - Virtual Memory Manager. - Local Procedure Call Facility. - Security Reference Monitor. - I/O Manager. Identify the features of the Windows NT memory model. Identify the features of the Workgroup model and the Domain model. Sequence the steps of Windows NT logon process. - Logging on to a Windows NT-based computer. - Logging on to a domain. Unit 2: Installing the Windows  more...

Oracle Form Builder R6 Including Reusable Oracle Components ...acle Developer: Controlling the User Interface Programmatically (62215). T otal Learning Time 6 - 8 Hour(s) Course Contents Unit 1: Additional Data Sources Duration: 1 - 2 Hour(s) Identify the types of data sources used for data blocks. Base a data block on a FROM clause query. Create a data block based on a stored procedure that returns a REF cursor by using the Data  more...

Oracle Form Builder Including Reusable Oracle Components ...dentify the performance implications specific to database calls using a particular data access mechanism. Identify the guidelines to base a data block on a stored procedure. Identify the restrictions on performing database operations on data source objects. Unit 2: Charts, Reports and Timers: Integration in Forms Duration: 2 Hour(s) Create a chart item in a Form module by using the  more...

Oracle Form Builder Handling Multiple Object Relationships ...record groups. List items at design time and programmatically by using built-in functions. C ontent Emphasis Skills-Based A udience Application developers, database administrators, designer/developers, and technical support professionals. Prior to taking this course, participants should be familiar with SQL and PL/SQL using Procedure Builder, or have taken courses 60111, 60112  more...

C Programming - Part 3 ...ctions are required. Identify the syntax that is used to call virtual functions. Identify the code that implements an abstract base class using pure virtual functions. Identify the code that implements overriding of base class functions. Unit 2: Templates: Functions and Classes Duration: 2 - 3 Hour(s) Identify the situations in which function templates are used. Identify the  more...

C Programming - Part 2 ...kills and knowledge necessary to be able to write syntactically correct C code, using the facilities of a standard ANSI C library, to create basic applications. This series is not environment or vendor-specific. In this course, students will learn about arrays, pointers, and user-defined data types. L earn To: Define, initialize, and manipulate one-dimensional and two-dimensional  more...

C Programming - Part 1 ...kills and knowledge necessary to be able to write syntactically correct C code, using the facilities of a standard ANSI C library, to create basic applications. This series is not environment or vendor-specific. This course will give students a basic understanding of some of the fundamental constructs of C. In addition to learning about the history of C, participants will learn basic syntax,  more...

SAP R 3 v3 0 Information Systems within FI ...of information systems within R/3 generally and FI specifically. Customize accounts. Use line items effectively. Carry out account balances and account analysis. Use financial reporting services, including standard reports, ABAP/4 Report and ABAP/4 Query facilities. C ontent Emphasis Skills-Based A udience This course is intended for Project Team members, Key Users,  more...

Visual Basic 6 0 Designing Implementing Distributed Applications - Part 3 Course Overview This is the third course in a five part series that will provide programmers with the basic skills to build three-tier client/server solutions. L earn To: Identify features of SQL Server and select the data integrity to implement in a given situation. Use the ActiveX Data Object (ADO) types for establishing a connection, executing a command, navigating recordsets,  more...

Visual Basic 6 0 Designing Implementing Desktop Applications - Part 4 ...nd methods for a COM component. Identify the features of callback procedures. Create an instance of Internet Explorer. Set properties for an instance of Internet Explorer. Call methods exposed by the Internet Explorer objects. Add an event procedure for the Internet Explorer object. Unit 2: Building Reusable COM Components Duration: 2 - 3 Hour(s) Identify COM component types.  more...

Visual Basic 6 0 Designing Implementing Desktop Applications - Part 3 Course Overview This is the third course in a five part series that will provide students with the knowledge to write a Microsoft Visual Basic-based application that accesses data from a database. In this course, students will learn to use ActiveX Data Objects to access and manipulate data sources. This course also addresses advanced database issues, such as data integrity and referential  more...

Visual InterDev 6 0 Active Server Pages and Data Access ...page object by using the PageObject design-time control. Call a method on a page object from another page object. Set unique permissions for a Web application by using the Project Explorer window. Set the access permissions on a virtual directory of a Web server by using Microsoft Management Console. Set up the account used for anonymous access. Prevent anonymous logon to a Web server.  more...

Sales Skills Prospecting Addressing Needs ...ctive clients, how to apply guidelines for making a sales call, and how to build a sales network. In addition, they will learn how to create win-win situations when finding solutions for clients. Learn To Implement the six steps of the sales process. Perform four specific actions before they begin prospecting.  more...

Sales Skills Effectively Closing a Sale ... In addition, you will learn when to close during a sales call, some common closing techniques, and how to follow up with clients. Learn To Identify a client's key issues and complete a key-issues matrix. Focus a product demonstration on a client's key issues. Determine why a client is not ready to buy.  more...

Professional Selling Over the Phone Prospecting ...w: In this simulation, you will be calling Ron Spear, the Purchasing Manager for Technology Systems, Inc. (TSI), to begin laying the groundwork of a business relationship. TSI is a fast-growing company with rapidly-expanding technology demands, and as such, is an excellent prospect for Icon. In your interaction with Ron, it is your responsibility to follow the guidelines  more...

Professional Selling Over the Phone Closing a Sale ...the sale. In the second half of this simulation, you will call Roger McAlister at Kopy Kat Printing to close the sale of five new commercial printers for a new store Kopy Kat is opening in two months. In previous conversations with Roger, you have sent him brochures, answered questions, and most recently, requested today a a s appointment. If you successfully follow the process for closing a  more...

SAP R 3 3 0 ...dle various data, print data from the system, and automatically transfer large volumes of data into the R/3 System. C ontent Emphasis Skills-Based A udience Business users who will work with any of the modules in the SAP R/3 System. Experience working with one or more Windows-based applications. T otal Learning Time 7 - 10 Hour(s) Course Contents Unit 1: Dialog  more...

Networking Technologies Series TCP IP Internetwork Mgt Course Overview This course is the third in a three-part series on Transmission Control Protocol/Internet Protocol (TCP/IP). The Internet, Internet Mail Protocols, how TCP/IP works with LAN and WAN protocols, the Domain Name Service (DNS), Network File System (NFS), Network Information System (NIS), and managing TCP/IP are subjects that will be covered in this course. L earn To:  more...

C Foundation for Non-C Programmers - Part 1 ...ssions and statements, apply flow control, and create and call functions. L earn To: Identify the basic program structure in C++. Identify the different compilers. Identify the process of creating an executable program. Identify basic and complex data types used in C++. Identify the operators and the expressions in which they are used in C++. Identify the flow control  more...

Oracle Database 10g Administration Workshop II Part 1 This course will teach learners to configure an Oracle database for multilingual applications and distributed database access. Students will also practice various methods of recovering the database, using RMAN, SQL, and Flashback technology. Learn To: Match goals of Oracle Database 10g manageability features with the methods of achieving them. Identify features of the Oracle Database  more...

Strategic Sales Gaining Access to the Executives In Strategic Selling - Gaining Access to the Executive, you will learn how to understand an executive's goals and priorities, gather information about your prospect's needs, and prepare yourself to contact an executive. You will also learn how to initiate contact with your executive prospect and get past the gatekeepers in order to talk directly with the executive. Finally, you will learn to work  more...

Call Center Management Series The Call Center Management Series includes the following courses: Call Center Management: Managing an Inbound Call Center Call Center Management: Measuring Quality and Performance Call Center Management: Managing and Motivating Your Staff To review individual course descriptions, please return to the previous page and select the desired title(s).  more...

Time Management Developing a Plan ...eting a time audit. Stacey has been late with a number of call reports, and Carol is behind on the customer evaluation project, making the time audit a necessary step in improving each employee's time management. First, you will meet with each CSR separately to determine her personality type and to discuss various time management principles. Then, you will meet with both Stacey and Carol to  more...

CIW JavaScript Fundamentals Part 1 Programming Principals ...functions, methods and events including how to define and call functions. This course will teach students how to use conditional statements to control program flow. Learn To Identify the key characteristics of JavaScript. Match object programming characteristics with their descriptions. Identify the features of JavaScript that distinguish it from Java. Identify features of the  more...

WebSphere MQ Essentials System Administration I ... To match parameters that are common to MQI calls with their functions. To identify features of the MQCONN, MQCONNX, and MQDISC calls. To identify features of the MQOPEN and MQCLOSE calls. To sort components of perspectives of a queue manager. To identify features of the  more...

WebSphere MQ Essentials System Administration I ... To match parameters that are common to MQI calls with their functions. To identify features of the MQCONN, MQCONNX, and MQDISC calls. To identify features of the MQOPEN and MQCLOSE calls. To sort components of perspectives of a queue manager. To identify features of the  more...

WebSphere MQ Programming I ...erage of the MQ environment and then focuses on the major calls of the MQI. Learn To To identify features of WebSphere MQ messaging. To distinguish between queue and database resource managers. To differentiate between environments supported by WebSphere MQ. To identify features of  more...

WebSphere MQ Programming I ...erage of the MQ environment and then focuses on the major calls of the MQI. Learn To To identify features of WebSphere MQ messaging. To distinguish between queue and database resource managers. To differentiate between environments supported by WebSphere MQ. To identify features of  more...

WebSphere MQ Programming II ... To identify features of the MQINQ call format. To distinguish between message group and segmentation features. To identify put message options for grouping logical messages. To identify get message options for retrieving messages in logical order. To identify  more...

WebSphere MQ Programming II ... To identify features of the MQINQ call format. To distinguish between message group and segmentation features. To identify put message options for grouping logical messages. To identify get message options for retrieving messages in logical order. To identify  more...

Business Travel Safety Domestic Travel ... department, is preparing for his first out-of-town sales call. Walter is a recent college graduate, and this will be his first trip as an Icon employee. As his manager, it is your responsibility to make sure that Walter is prepared for his trip and comfortable with the situation that he will be in. This is an informal discussion, and your role will be to answer Walter's questions and address  more...

Visual Basic NET-Web Based Development Part 3 ...etween DataTables. o Identify the syntax for programmatically navigating between relationship tables. o Sequence the steps for visually navigating between related tables by using DataViews. o Identify characteristics of a DataReader. o Sequence the steps for connecting a DataReader to a data source. o Identify the syntax for reading data from a DataReader. o Identify the syntax for  more...

Visual Basic NET-Windows Development Part 3 ...our Windows Forms application. You will also learn how to call Win32 APIs in your Windows Forms application. The section also covers upgrading Visual Basis 6.0 applications to Visual Basic .NET using the Upgrade Wizard. The Asynchronous Programming section explains how to use the techniques of asynchronous programming and multithreading to avoid blocking the user Interface of an application.  more...

Visual Basic NET-Distributed Applications Part 1 ...a To distinguish between features of Remote Procedure Call (RPC)-based and message-based architectures. a To identify characteristics of Web standards. a To identify features of remoting architecture. a To identify features of formatters used in channel selection. a To identify features of remote object activation. a To identify features of Windows  more...

Financial Management Inventory Costing Depreciation ... Identify key aspects of inventory control systems. My Call is an activity in which you will be given a scenario with certain facts to analyze inventory costing and valuation methods and inventory control systems. Unit 3: Depreciation - Concepts and Methods (1 hour) Identify key concepts of depreciation. Match depreciation methods with their key concepts. Match depreciation  more...

Communicating w Difficult People Handling Difficult Co-Workers ...Becker, a fellow team leader in Icon's Telecommunications Call Center. The two of you are expected to work together to develop programs and incentives for your individual teams, but you are frustrated by what you perceive as Cindy's lack of enthusiasm and initiative. You are also required to share the responsibility for supervising the employees, but you feel that she doesn't hold up her end of  more...

Excellence in Service Communicating With Customers Virtually ...entify guidelines for transferring a customer's telephone call. Identify guidelines for using voice mail. Identify guidelines for leaving voice mail messages. Unit 3: Practicing E-mail Etiquette (1 hour) Identify ways to compose easy-to-read e-mails. Identify subtle changes you can make when communicating with Drivers in an e-mail. Identify subtle changes you can make when  more...

Call Center Inbound Customer Service ...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. Learn To Understand your role as a representative of your company.  more...

Call Center Mgt Managing an Inbound Call Center ...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  more...

Call Center Mgt Measuring Quality Performance ...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 Mgt Managing Motivating Your Staff ...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...

Recruiting Retention Keeping Your Good Employees ...ulation, you will meet with Linda Autry, a newly promoted Call Center Supervisor in Icon's Consumer Products and Services Division. Linda will need to hire two additional Customer Service Representatives as part of a departmental expansion. In addition, she will be responsible for the orientation of the new employees. Linda has some experience with recruiting employees but has never been in  more...

Strategic Decision Making Making the Right Decision ...that will decide upon a recommendation for Icon's e-books call center. Icon's effective 24-hour customer service center is located in Graytown, Arizona. However, Icon has been in discussions with a company located in India, which provides outsource call center support for American companies. Many executives look at the cost savings of approximately $7,020,000 a year and think the decision to  more...

Administrative Assistant Skills Understanding Basic Skills ...c Skills, you will learn how to handle mail and telephone calls, file information, and plan business trips. You will also learn what office equipment you should know how to use and how to maintain your office supply needs. In addition, you will learn what to do when your supervisor gives you a message to disseminate, what business documents you should be familiar with, and how to keep  more...

CCNT Computer-Telephony Integration Essentials v6 0 ...y Integration (CTI) system. Identify characteristics of call routing. Identify features of interactive voice processing. Identify uses of Computer-Telephony Integration (CTI) applications in corporations. Identify uses of Computer-Telephony Integration (CTI) applications in government agencies. Identify uses of Computer-Telephony Integration (CTI) applications in distribution and  more...

IMS Essentials Part 3 DEDBs Advanced IMS Systems DB2 In IBM IMS Essentials Part 3: DEDBs, Advanced IMS Systems, and DB2, you learn about data entry databases (DEDBs) and expedited message handling (EMH). The Advanced IMS Systems section introduces DBCTL and the concept of data sharing in IMS. The Common Service Layer (CSL) architecture is explained. Finally, the relationship between IMS and DB2 is explained, including the IMS to DB2 attachment. This  more...

WebSphere Studio 5 0 SOAP JavaBeans WSDL ... Identify features of SOAP Remote Procedure Call (RPC)messages. Identify features of SOAP faults. Identify features of SOAP nodes. Identify features of SOAP headers. Identify functions of SOAP intermediaries. Identify functions of SOAP encoding.  more...

WebSphere Studio 5 0 SOAP JavaBeans WSDL ... Identify features of SOAP Remote Procedure Call (RPC)messages. Identify features of SOAP faults. Identify features of SOAP nodes. Identify features of SOAP headers. Identify functions of SOAP intermediaries. Identify functions of SOAP encoding.  more...

WebSphere Studio 5 0 Web Services Clients J2EE ...nes for gathering information by using a Remote Procedure Call (RPC) client. To match Web application types with their features. To identify features of the Model-View-Controller (MVC). To identify features of Java 2 Enterprise Edition (J2EE). To identify rationale for Enterprise  more...

Telephone Skills Professionalism Through Basic Skills ...es you can use to stay positive during negative telephone calls. Select the elements that comprise a professional telephone voice. Simulation Overview: In this simulation, you will meet with Kim Stein, Call Center Supervisor at Icon's customer service center. You are a new telephone account executive, and you're in your first week of orientation training. In this training session, you  more...

WebSphere Studio 5 0 Web Services Clients J2EE ...nes for gathering information by using a Remote Procedure Call (RPC) client. To match Web application types with their features. To identify features of the Model-View-Controller (MVC). To identify features of Java 2 Enterprise Edition (J2EE). To identify rationale for Enterprise  more...

Telephone Skills Handling Difficult Calls ... importance of politeness and identifies the service that callers expect over the phone. The learner is guided through the steps to handle difficult calls including angry callers and abusive callers. Dealing with complaints is also covered. Techniques for effective call time management are explained. Call time can be considerably reduced through effective questioning and this is also taught.  more...

Telephone Skills Effectively Mng Inbound Outbound Calls ...calls and how to deal with them. Guidelines for screening calls, putting a caller on hold, transferring a call and taking messages are taught. The learner is also stepped through the preparation to make outbound calls including stress management. Leaving voice mail messages, developing secondary contacts, and delivering negative messages are also covered. Finally, the learner is guided through  more...