Online Calls eLearning Training

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...

The Art of Professional Telephone Communication Turn your telephone calls into a selling advantage  more...

SAP Training in Hyderabad - ABAP Course ...modules, create object instantiations and include BAPI calls in your programs. * Good Programming Techniques This section provides information on the following * o Standards associated with code implementation o The creation of code that is well documented o The importance of good testing strategies o Effectively using the ABAP  more...

Phone Skills : Preparing for a Call 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. Leaving a good impression is as important as making initial contact. This course covers the tactics you can use to steer a call to the conclusion you've planned. It also shows you how important it is to keep your  more...

Phone Skills : Transferring Calls 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...

Phone Skills : Ending a Call and Following Up 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. Leaving a good impression is as important as making initial contact. This course covers the tactics you can use to steer a call to the conclusion you've planned. It also shows you how important it is to keep your  more...

Phone Skills : Taking and Leaving Phone Messages 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 will help you identify what makes an effective phone message and give you guidance on giving and taking messages that people can act on successfully.  more...

Phone Skills : Giving & Getting Information by Phone 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 will help you to prepare to give or receive information by phone and give you some practical tips and hints for communicating information well. It  more...

Phone Skills : Negotiating on the Phone 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 for concluding negotiations on the phone. It will help you stay in control and get results when you're negotiating, through effective preparation and  more...

Phone Skills : Cold Calling & Selling by Phone 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 will help you stay in control and get results when you're cold calling or selling over the phone, through effective preparation and good  more...

Phone Skills : Handling Angry Callers 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 will help you stay in control and reduce your stress levels when you're dealing with angry callers over the phone, through effective communication  more...

Phone Skills : Making Difficult Calls 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 will help you stay in control and get results when you're making those difficult calls - through effective preparation and good communication skills.  more...

Phone Skills : Essential Phone Communication Skills 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 will help you to prepare for phone calls both physically and mentally by polishing your telephone persona, relaxing and focusing on success. It  more...

MQSeries MQSeries  more...

Configuring Basic and Advanced Route Plans To explain how to configure basic and advanced route plans in Cisco CallManager IT professionals responsible for installing, configuring, and maintaining the ongoing administration of a Cisco IP telephony solution; candidates preparing for the Cisco IP Telephony exam (642-444 CIPT)  more...

Planning Your Field Sales Approach What factors mark the difference between mediocre and great field sales performance? One characteristic of highly effective field sales representatives is their ability to efficiently plan their sales approach for both existing customers and prospects, as well as managing their time and territories effectively. Planning Your Field Sales Approach provides practical tools for determining call and  more...

Sales Managing a Territory Communicating & Managing: Managing a Territory, is the eighth of sixteen courses in this curriculum. After the completion of this course you will be able to identify the customer information you need to record, list the steps in drawing up a calling cycle, and sequence the steps involved in routing and scheduling calls. The PrimeSales curriculum engages sales professionals in a top-down roll-out  more...

Sales The Sales Call Starting the Sale: The Sales Call, is the eleventh of sixteen courses in this curriculum. After the completion of this course you will be able to identify the guidelines for opening a sales call, list the steps in making an opening statement, and identify opening statement variations according to the type of call. The PrimeSales curriculum engages sales professionals in a top-down roll-out of  more...

Applying Your Field Sales Approach ...and access the decision makers--often in one or two sales calls. Sound impossible? It's not if the sales professional applies the essentials presented in Applying Your Field Sales Approach. This course provides sales strategies to change your customers' perceptions of you from vendor to sales consultant by addressing these important factors: asking the right questions and listening to customer  more...

Field Sales Skills Simulation ... field, and your boss has entrusted you to make two sales calls for her. Your first call is to Rick's Pharmacy and your second call is to a supplier of vitamins and minerals called Supplement Alley. This simulation is based on the SkillSoft Series "Field Sales Skills" and has links to the following courses: SALE0101, SALE0102, SALE0103, and SALE0104. Field sales representatives engaged in  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 Fifteen seconds doesn't sound like very much time, does it? As an inside sales consultant, you will have a lot riding on what happens in those few seconds. That is usually all the time you have to make a solid, positive impression 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  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 Everything you do in an inbound sales 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  more...

Inside Sales Skills Simulation You are an inside sales representative for Muscle-Bound Fitness, a franchise of fitness facilities with a unique corporate wellness offering. In this simulation, your boss has asked you to contact a potential new customer. This new lead, a network television station known as TV-22, is a perfect candidate for Muscle-Bound's corporate wellness program, and your job is to convince them of such by  more...

The Contact Center and Technical Support Agent In the last few years, organizations have realized that it is easier to generate revenue from an existing customer base than to find new customers. Retaining customers has become paramount, and technical support has become a valuable resource. Driven by Customer Relationship Management (CRM) principles, this course explains how the role of the technical support agent (TSA) has changed as  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...

The Customer Service Agent in Action There are now some 7 million 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  more...

Professional Skills for Customer Service Agents ...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 action to place a customer on hold without offending the customer or losing the  more...

Managing Challenges in Customer Service ... 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 with speed,  more...

Cross-selling in a Customer Service Call .... 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 cross-sell effectively, you need  more...

Call Center Customer Service Have you just become a 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.  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...

Customer Service Procedures Failing to realize the importance of customer service and effective complaints handling leads to increasingly dissatisfied customers. Organizations need to be able to address the needs of customers in an effective and efficient manner. This course is intended to show the proper procedures and processes needed to provide effective customer service: how to properly support a customer, how to provide  more...

Making Telephone Calls Count Whether you handle one 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  more...

Effective Telephone Techniques This course provides the learner with critical information about making a good impression when communicating over the telephone. It emphasizes the importance of good telephone etiquette, offers tips for building trust over the telephone, and discusses important non-verbal actions that are present in most telephone interactions. Additionally, it helps the learner make the most out of technology  more...

Managing Yourself and Those Around You Successful administrative support professionals must be good managers. This means managing their own time and energies, as well as cooperatively working with their boss and co-workers. This course teaches successful strategies for dealing with the myriad demands on the time, resources, communication skills, and organizational powers of administrative assistants. Administrative support  more...

Advanced Administrative Support Simulation You're an administrative assistant at the corporate headquarters of King's Stores Company, a chain of retail stores, and report to Maxine Washington, Merchandising Manager. Recently, you were disappointed when Maxine turned you down for a promotion. During a meeting with Maxine, you'll have the opportunity to find out to why she didn't promote you. You'll need to listen actively and effectively to  more...

Using Effective Business Communication Someone walks into your office and tells you that the ten important packages you couriered have safely arrived in Albany, New York. Unfortunately, they were supposed to go to Albany, Georgia. This is an announcement no one wants to hear. This course is designed to help you use effective business communication as an effective administrative support professional. Learn about etiquette in the  more...

Effective Administrative Support Professional Simulation Today's office setting is high-tech and fast-paced. Successful administrative support professionals must keep up with the requirements of the modern-day office environment, and this simulation tests the skills and procedures that will help you do just that. As administrative assistant to the VP of Sales for the Northeast Division of BMS Printed Circuits, you'll experience the full spectrum of  more...

Using UDDI To understand the concepts behind and the implementation of the UDDI 2.0 and 3.0 specifications Application and web developers wishing to attain competency in developing web services using the main web service technologies SOAP, WSDL, and UDDI; systems analysts and systems architects needing a thorough knowledge of service-oriented architecture concepts and web service technologies  more...

Visual Basic 6 0 Using the Win 32 API Part I This course provides an overview of the Microsoft Win32 application programming interface (API), how it is organized, and some of its features that you can use in your Visual Basic Windows applications. The Win32 API includes services that go beyond the core language and controls provided with Visual Basic such as system management, networking, printing, and security. Using the Win32 API, you can  more...

IMS DC Programming I This course teaches new IMS/DC developers to maintain existing systems, or develop new IMS/DC systems. The major components of the IMS Data Communications environment, as well as retrieving input messages and sending output messages in an IMS/DC environment, are covered. Other areas of interest include the differences between conversational and non-conversational processing, using the Scratch Pad  more...

OS 390 COBOL ...n topics are covered. IMS access includes the use of DL/1 calls.The course contains a unit devoted to a number of varied OS/390 COBOL techniques including use of the special Millennium Language Extensions which permits the continued operation of programs based on a 2-digit year with minimal coding changes. Other topics include character set considera This course is designed for programmers,  more...

OS 390 MQ Series ...ue Interface (MQI) is examined in depth and all-important calls are covered. The student learns how programs can open a queue, put and get messages, commit and back put units of work. The fundamentals of using of triggering is examined, and the course concludes with some topics challenges to OS/390 MQSeries applications s This course is designed for programmers, developers, and systems analysts  more...

PBX and ACD Systems This WestNet e-Learning module focuses on the private branch exchange (PBX) telephone switching system. We will see how a combination of telephone switching and dedicated lines can create a wide area voice and data network that can treat most intraoffice calls as "local."  more...

Introduction to ISDN To introduce integrated services digital network concepts, services, and applications Network managers, builders of wide area networks, systems engineers, and technical support staff  more...

Emerging Internet Technologies This WestNet e-Learning module discusses five emerging Internet-based technologies most likely to become essential elements of a fully converged Internet communication system.  more...

Introduction to Cisco Voice Design Concepts To identify voice design principles and outline guidelines for successful integrated network deployment Network engineers, network system analysts, and maintenance personnel responsible for designing small to medium-sized and enterprise networks; individuals seeking the Cisco Certified Design Associate (CCDA) certification and those individuals targeting towards the Cisco Certified Design  more...

Completing ISDN Calls on Cisco Networks To detail the operation and configuration of ISDN and DDR Network administrators responsible for implementing and managing small and medium-sized business networks; network technicians who install network devices in small business environments; Cisco channel resellers who are new to Cisco products and services  more...

Configuring Telephony Class of Service and Call Admission To explain how to implement partitions and call search spaces in Cisco CallManager to provide a telephony Class of Service (CoS) within a cluster, configure a Cisco IOS gatekeeper for call admission control, and configure SRST on a Cisco IOS gateway IT professionals responsible for installing, configuring, and maintaining the ongoing administration of a Cisco IP telephony solution; candidates  more...

Enabling Video Calling and Conferencing To demonstrate how to enable video calling and conferencing in Cisco CallManager IT professionals responsible for installing, configuring, and maintaining the ongoing administration of a Cisco IP telephony solution; candidates preparing for the Cisco IP Telephony exam (642-444 CIPT)  more...

IP Telephony Authentication and Encryption To recognize the threats to a Cisco IP telephony environment and how to configure it for secure operation IT professionals responsible for installing, configuring, and maintaining the ongoing administration of a Cisco IP Telephony solution; candidates preparing for the Cisco IP Telephony exam (642-444 CIPT)  more...

IP Video Telephony To recognize the characteristics and protocols of video call technology, and how to implement IP video telephony in a Cisco environment IT professionals responsible for installing, configuring, and maintaining the ongoing administration of a Cisco IP Telephony solution; candidates preparing for the Cisco IP Telephony exam (642-444 CIPT)  more...

Configuring Dial Peers and Special Purpose Connections To configure dial peers and special-purpose connection types. 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...

SIP MGCP and Call Control Comparison To recognize how to configure, monitor, and troubleshoot SIP and MGCP on a Cisco router, and determine the best call control model for a network 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...

Cisco Catalyst Switches and IP Communicator To configure a switch port to receive voice and data traffic on different VLANs and install and configure Cisco IP Communicator with Cisco CallManager to make IP Phone calls from the PC. IT professionals responsible for installing, configuring, and maintaining the ongoing administration of a Cisco IP Telephony solution; candidates preparing for the Cisco IP Telephony exam (642-444 CIPT)  more...

Configuring Basic and Complex Route Plans To configure basic and complex route plans in Cisco CallManager featuring hunt groups with final forwarding and call coverage and to determine the outcomes for calls placed in call hunting and call forwarding scenarios. IT professionals responsible for installing, configuring, and maintaining the ongoing administration of a Cisco IP Telephony solution; candidates preparing for the Cisco IP  more...

Toll Fraud Prevention and IP Phone Security To recognize toll fraud exploits and prevent them, and how to secure the Cisco IP Phone against threats IT professionals responsible for installing, configuring, and maintaining the ongoing administration of a Cisco IP Telephony solution; candidates preparing for the Cisco IP Telephony exam (642-444 CIPT)  more...

CCNT Broadband Technologies v6 0 Part 2 This course covers ISDN and BISDN. X.25 and Frame Relay are also taught. This course also covers SS7 and Cell Relay. Candidates work in the data and telecommunications industries and are preparing for the Broadband Technologies module of the CCNT exam. Typical job roles include Telecommunications Technicians, Data/Internet/Telecommunications Professionals. Average computer literacy is desirable.  more...

Workplace Security Awareness This one-hour course will provide an awareness-level orientation of basic workplace security fundamentals and appropriate actions for workers to take in the event of potential threat situations that may be encountered in the workplace, including encountering trespassers, receiving phone threats, dealing with workplace violence incidents, evacuating during an emergency, and protecting against  more...

NetMeeting This course offers an overview of the functionality and features of NetMeeting. Guidelines are given for managing calls, attending and hosting meetings, using audio and video, and using Chat and Whiteboard. Coverage is also given to file and program sharing procedures in NetMeeting. End-user with an interest in using Microsoft NetMeeting.  more...

Organizational Crisis Management - Resolving Crises in Organizations ...lled communications. Guidelines are presented on handling calls controlling the communication flow messages and audiences and communicating in the crisis aftermath. The course looks at communication with non-media stakeholders giving particular attention to employees. The final section covers communication with the media providing clear guidelines on overall approach handling of apologies  more...

Telephone Skills: Handling Difficult Calls This course stresses the 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  more...

Telephone Skills: Effectively Managing Inbound and 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...

IBM WebSphere MQ Essentials Introduction This course is designed to provide a technical introduction to WebSphere MQ. It identifies the major benefits of WebSphere MQ on application design and lists the platforms on which WebSphere MQ is supported. The basic components and structure of WebSphere MQ are described as well as the function of the calls in the Message Queue Interface (MQI). The tasks for managing a queue manager transaction  more...

IBM WebSphere MQ Programming I This course begins with coverage of the MQ environment and then focuses on the major calls of the MQI.  more...

Administrative Assistant Skills: Understanding Basic Skills In Administrative Assistant Skills: Understanding Basic 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  more...

Call Center Management: Measuring Quality and Performance ... 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 performance. Additionally the program provides students with guidelines for communicating with executives. By applying the  more...

Professional Selling Over the Phone: Preparation and Strategies Professional Selling Over the Phone: Preparation and Strategies offers the student guidelines for preparing the teleselling workspace and maximizing telesales calls. The program provides processes for preparing telesales scripts and managing telesales calls. In addition the program offers the student examples of communication techniques such as implementing components of an effective voice  more...

Designing Multi-Tasked Win32 Applications ...the use of multi-threading and multi-processing. Core API calls will be discussed for the creation of threads/processes, communication between threads/processes, the termination of threads/processes, and the synchronization of threads/ processes. The student will be introduced to basic debugging and performance tuning techniques and considerations. To conclude the course, we will look at the  more...

IMS/DB Programming (COBOL) (ver 4) Teaches developers to design and program IMS/DB applications and to write online transactions using a variety of interactive practical examples.  more...

IMS/DB Programming (PL/1) Teaches developers to design and program IMS/DB applications and to write online transactions using a variety of interactive practical examples.  more...

IMS/DB Programming (ver 5) Teaches developers to design and program IMS/DB applications and to write online transactions using a variety of interactive practical examples.  more...

CICS Application Programming II Expands on CICS programming concepts. As well as describing advanced topics and commands, this course also explains testing and debugging.  more...

CICS Advanced Application Programming Expands on CICS programming concepts. As well as describing advanced topics and commands, this course also explains testing and debugging.  more...

CICS/VS Application Programming II Expands on CICS/VS programming concepts. As well as describing advanced topics and commands, this course also explains testing and debugging.  more...