Online Center eLearning Training

QuickBooks Pro 2001 Level 1 After completing this course, even students with limited accounting knowledge will be at ease using QuickBooks Pro 2001 to create and manage the financial information of a small business. Specific features of interest include the Customer Detail Center and the Vendor Detail Center. more...

Adobe PhotoShop CS2 Fundamentals This course introduces the learner to the work area components, palettes, and tools in Adobe Photoshop CS2 and Adobe ImageReady CS2. It will also cover options for importing and working with images. Plus, this course will help the learner work with Adobe Bridge, Bridge Center, Adobe Version Cue, and Version Cue Administration. The Adobe Photoshop CS2 series is ideal for a prosumer, who is an more...

Computer Telephony Integration This WestNet e-Learning module provides a broad overview of the way CTI typically works. We will then describe the different levels of automation that fall under the general category of CTI and define some of the key terms and concepts necessary to understand CTI functionality. more...

Call Center Components This WestNet e-Learning module discusses the features, benefits, and integration issues of each one of a call center's basic tools. more...

Microsoft Office 2000 - Beginning Excel To provide an introduction to the core concepts of Microsoft Excel 2000 Personnel at all levels of the enterprise; end-users seeking competency in the use of Microsoft Excel more...

Building CDs and DVDs with Microsoft Windows Vista The Building CDs and DVDs with Microsoft? Windows? VistaTM course discusses the features and benefits of the Windows Vista tools such as Windows Photo Gallery, Windows Media Players, and Windows DVD Maker. In this course, the learners will learn how to import, organize, edit, and share their photos and videos using Windows Photo Gallery. The course also covers how to organize and share digital more...

Call Center Structures The Call Center Profession This course describes the functions, structure and key players of a typical call center, and underscores the uniqueness of the profession. Agents who need an understanding of the fundamental structures and relationships in the call center profession. 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...

Call Center Structures Customer Relationships This course defines the long-term value of a customer and illustrates how CRM (Customer Relationship Management) principles are applied to recognize, prize and respond preferentially to high-value customers. Agents who need an understanding of the fundamental structures and relationships in the call center profession. more...

Introducing Contact Centers Contact Center Essentials This course introduces the functions of customer contact centers and the roles of customer service representatives (CSRs) to provide exemplary customer service. Professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and Internet technologies more...

Introducing Contact Centers CSR Success Criteria This course describes the essential skills and qualities that will ensure successful customer service operations. Professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and Internet technologies more...

Introducing Contact Centers Customer Response Etiquette This course introduces the functions of customer contact centers and the roles of customer service representatives (CSRs) to provide exemplary customer service. Professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and Internet technologies more...

Communicating Effectively Build Customer Rapport 1 This course will help learners adapt their communication styles to build a successful rapport with others. Professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and Internet technologies more...

Communicating Effectively Build Customer Rapport 2 This course provides learners tips and techniques to improve verbal and written communication skills in order to deliver excellent customer service. Professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and Internet technologies more...

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...

Handling Contacts Professionally Maximize Call Performance 2 This course discusses several methods that learners can employ to ensure that the customer contact is a positive experience. Professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and Internet technologies more...

Preparing for Mutual Success Satisfy Customer Needs This course helps learners to distinguish different customer characteristics, recognize appropriate techniques to successfully respond to each type of person and convert difficult situations into a positive experience. Professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and Internet technologies more...

Preparing for Mutual Success Reduce CSR Stress This course provides several strategies to help CSRs cope with stressful customer situations while maintaining a courteous and professional demeanor. Professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and Internet technologies more...

The Contact Center and Technical Support Agent ...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. The third lesson discusses the attributes and skills a TSA needs for success in the modern contact center. Technical support agents seeking to acquire new skills or more...

Technical Support Essentials ...hnical 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 assist the customer. It also provides 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...

Technical Support Agent Survival Skills Coping with stress is an everyday issue for the Technical Support Agent (TSA). The focus of this course is specifically directed to the situations that TSAs encounter. The course will help the TSA avoid burnout and manage job responsibilities by identifying the causes of stress, prevention methods, and time management skills. Technical Support Agents seeking to acquire new skills or improve the more...

Technical Support Agent Skills Simulation ...r beyond the "break-fix" model, today's technical support centers are staffed with TSA professionals who must add to their technical repertoire a high standard of customer-relations management, sales skills, and keen problem-solving ability. To test these skills, you will assume the role of a Level-1 TSA for Masterson Tool and Equipment. Through its catalog and web site, Masterson offers a wide more...

The Inbound Call Center ...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 success. more...

Inbound Call Center Management Leadership ...us 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 call more...

Inbound Call Centers People Management ...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 select more...

Inbound Call Center Technology ...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 ...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 ...tomer 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 ...r 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 action to more...

Managing Challenges in Customer Service ...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 with 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...

Interacting with the Customer Failing to realize the importance of customer service and effective complaint 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 overcome 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 Customer Service ...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 potential more...

Call Center Communication Skills ...omer 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...

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...

Effective Communication Skills ... 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 with. This course explains how to adapt to the different communication types and identifies the common emotions that customers experience when more...

Managing Conflict Stress and Time Each customer wants her problem to be the most important problem to the Customer Support Specialist (CSS). For the CSS, adapting to each customer's communication style, understanding each customer's emotional response, and solving each customer's problem can be an enormously stressful and time-consuming process. This course is intended to show the proper methods needed to resolve conflicts, manage more...

Customer Support Specialist Simulation ...center representative for BroadBandCast Inc., one of the world's leading communication companies. Digital cable TV, high-speed Internet, and phone service are among the company's products. You are a recent hire. An added challenge to your new position is that you have been assigned to work the graveyard shift. Your challenge is to figure out how to handle dealing with angry, difficult, and 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...

Managing the Quality of the Customer Support Service Center ...t a significant challenge to your company. If the support center is able to deal with incidents efficiently, your company can benefit enormously. Reputation and customer satisfaction can be restored and procedures can be established to recognize and prevent future incidents. This course examines the processes involved in incident management and how a support center can use them to best effect. more...

Management Tools and Metrics ...Centers expect the same level of professionalism each time they interact with a Customer Support Specialist (CSS). To ensure this consistently high level of service, the CSS can draw an array of management tools and processes that both guide and measure his performance. This course is intended to demonstrate the management and measurement tools a professional CSS is expected to use when dealing more...

The Customer Support Specialist CSS ...y. Today's Customer Support Specialists (CSS) and support centers have a vital role to play in ensuring customers' needs are addressed in an effective, efficient manner. This course will familiarize the individual with the basic role of the CSS and the environment in which he performs his duties, including typical roles of the CSS in a support environment, basic tasks accomplished by the CSS, more...

The Support Center Service This course is intended to instruct the learner in the Help Desk Institute's (HDI) basic levels of service commitments and attitude. Best practices, personal accountability, enhancing the image of the organization, and the work environment are covered. Individuals interested in the Help Desk Institute's (HDI) Customer Support Specialist (CSS) certification more...

Establishing Team and Customer Relationships ...ationships. Teamwork is a critical component of a Support Center. This course looks at the individual responsibilities of each team member, as well as the team as a whole. It also addresses the role of strong leadership in building and maintaining successful teams. In a Customer Support Center, customer relationships are everything - and communication is king Many customer problems are caused more...

Stakeholder Interests and Cultural Diversity PMBOK aligned ...center of the storm. The competing interests of stakeholders--including those of the client, the company, the legal and social environment, and the team itself--are your responsibility. Weighing these interests in the most fair and productive manner is an acquired art you can't afford to neglect. But that's not all. In an increasingly global network, project managers won't get far without an more...

What Is Emotional Intelligence Does IQ determine your destiny? For years, that was an overriding belief. However, new behavioral research shows that IQ provides, at best, a narrow view of human intelligence. Factors such as self-awareness, impulse control, persistence, zeal, self-motivation, empathy, and social deftness contribute greatly to an individual's success. These qualities, termed "emotional intelligence," often more...

Lead and Communicate Effectively as a New Manager Employees want decisive leadership from their managers. Organizations, too, need their managers to be clear about their objectives, and how their teams can achieve them. As a new manager, it is important that you understand that leadership is about giving direction, but it is also crucial that you realize that it also involves trusting and empowering your staff. You will undoubtedly have been very more...

Cross-generational Workers in the 21st Century ...al group makes to the workplace today. Contributions will center on the concepts of outlook, work ethic, and preferred leadership style. The second lesson in the course focuses on the training needs of the generational groups that will foster their success in the workplace of the new century. The generational groups' learning styles will be tied into the training needs. The third and final more...

Communicating a Shared Vision ... years ago when they were first displayed above the Epcot Center. The importance of a vision cannot be denied. Neither can the importance of communicating that vision to the people responsible for supporting it. Communicating your vision gives purpose and meaning to the work that people do, and pursuing and accomplishing that vision with a sense of integrity builds trust in you as an individual more...

Analyzing Process Capability Process capability is determined by a range of variables including people, machines, materials and measurements. The cumulative result must be quantified numerically to determine current performance and project future potential. To do so requires a knowledge of control limits, specification limits, capability indices, and the difference between short- and long-term variability. This course teaches more...

Web Application Tracing and Debugging in C To explain the use of tracing and testing in .NET web applications, and to outline how to perform interactive debugging in Visual Studio .NET Web developers seeking to update their knowledge and skills when developing, testing, and debugging software applications in Visual Studio .NET or pursuing MCAD or MCSD .NET certification more...

Web Application Tracing and Debugging in VB NET To explain the use of tracing and testing in .NET web applications, and to outline how to perform interactive debugging in Visual Studio .NET Web developers seeking to update their knowledge and skills when developing, testing, and debugging software applications in Visual Studio .NET or pursuing MCAD or MCSD .NET certification more...

What Microsoft NET Means for IT Professionals To introduce the concepts and components of Microsoft .NET Business managers, IT professionals more...

Win2000 Netwk Infra Design Prep for W2K Netwk Serv Infra ...ncluding desktop management, network management, and data center management. User and resource distribution, current hardware and application requirements, the network performance requirements of an organization, and disaster recovery are also covered in this course. Next, the course deals with the various factors to be considered while planning and validating a network design. Finally, the more...

Features Deployment and Installation of Application Center 2000 ...Center 2000 and to discuss how to plan the deployment and installation of Application Center 2000 Candidates preparing for the MCSE elective exam 70-232: Implementing and Maintaining Highly Available Web Solutions with Microsoft Windows 2000 Server Technologies and Microsoft Application Center 2000; IT professionals with experience administering and monitoring web servers; IT professionals more...

High-Availability Concepts and Monitoring in Microsoft Application Center 2000 ...bility concepts and to outline how to monitor Application Center 2000 Candidates preparing for the MCSE elective exam 70-232: Implementing and Maintaining Highly Available Web Solutions with Microsoft Windows 2000 Server Technologies and Microsoft Application Center 2000; IT professionals with experience administering and monitoring web servers; IT professionals familiar with Internet security more...

Configuring and Managing Microsoft Application Center 2000 To explain application deployment issues, how to configure load balancing, and the n-tier architecture Candidates preparing for the MCSE elective exam 70-232: Implementing and Maintaining Highly Available Web Solutions with Microsoft Windows 2000 Server Technologies and Microsoft Application Center 2000; IT professionals with experience administering and monitoring web servers; IT professionals more...

Administering BizTalk Server 2000 To administer and manage BizTalk Server 2000 IT professionals and administrators seeking to gain competency in the use of Microsoft BizTalk Server 2000; candidates for Microsoft exam 70-230: Designing and Implementing Solutions with Microsoft BizTalk Server 2000, Enterprise Edition more...

Using X Windows with GNOME The Using X Windows and GNOME WBT is a course for application developers who are somewhat familiar with DOS and UNIX commands. It provides an overview of the X Window System and discusses the procedures for managing and using X11 sessions and terminal programs. The course also describes the K and GNOME desktop environments. Application developers who want to learn Linux and be familiar with more...

IBM Lotus Collaboration using Sametime and QuickPlace To introduce the learner to the IBM Lotus Sametime and QuickPlace collaboration tools Anyone wishing to gain a basic understanding of IBM Lotus Sametime 3.0 and QuickPlace 3.0; end users wishing to work with IBM Lotus collaboration tools more...

HDI Help Desk Analyst Help Desk Processes ...ovides an overview of the processes involved in a Support Center. It covers the key concepts related to managing processes including incident management, problem management, change management, knowledge management, quality management, security management, and business continuance management. This course also covers service metrics and service measures such as conducting and distributing more...

HDI Help Desk Analyst Support Center Introduction ...Center services. The course also describes the phases in the evolution of the support industry and the trends that have influenced Support Center services. In addition, this course provides information about the responsibilities of Support Centers, HDAs, and customers. HDI's HDA test and training material is aimed at individuals who have studied the support profession for at least a year, have 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...

Cisco Voice over IP Integrated Applications To distinguish between the Cisco Voice over IP (VoIP) applications that can be integrated into a Cisco IP telephony solution 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...

Monitoring IP Telephony To recognize the tools of the IP telephony environment and how to maintain it, and monitor and troubleshoot the Cisco CallManager system 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...

Cisco DESGN 2 0 Multilayer Campus Design To recognize the fundamentals of multilayer campus design and the factors that influence it, and design an enterprise campus architecture and data center architecture 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 more...

CCNT Computer-Telephony Integration Essentials v6 0 This course introduces CTI and covers CTI architecture and CTI hardware. It also teaches CTI markets and CTI system development. Candidates work in the data and telecommunications industries and are preparing for the Computer-Telephony Integration Essentials module of the CCNT exam. Typical job roles include telecom and call center managers. Average computer literacy is desirable. more...

Managing Database Access in a DB2 UDB To describe database access management in DB2 UDB Anyone wishing to gain knowledge of DB2 UDB; end users seeking advanced competence in DB2 UDB; candidates for IBM DB2 UDB V8.1 for Linux, Unix and Windows Database Administration certification, and those working towards IBM Certified Database Administrator more...

Monitoring a DB2UDB To explain how to monitor a DB2 UDB Anyone wishing to gain knowledge of DB2 UDB; end users seeking advanced competence in DB2 UDB; candidates for IBM DB2 UDB V8.1 for Linux, Unix and Windows Database Administration certification, and those working towards IBM Certified Database Administrator more...

Blueprint Reading Electrical Print Reading The units in this course will cover tracing circuits, difference between serial and parallel circuits, elementary diagrams, control logic tracing, power system wiring, equipment location and specifications, and installation of PLC prints. Individuals working with machinery or involved in maintenance of machinery. more...

Forklift Safety The purpose of this training is to help you become a qualified forklift operator; one who has the skills and knowledge to operate a lift truck in a safe and proper manner. The content in this course is designed to comply with the intent of the applicable regulatory requirements. recognize general engineering principles associated with forklift safety identify factors that lead to forklifts more...

SAP R 3 4 6 Cost Center Accountant ...Center Accountant course aims to provide the basic knowledge required to start and log on to the R/3 System, Release 4.6. and how the CO component is integrated in the R/3 System. It will also show the main tasks that a cost center accounting employee has to fulfill on a daily or periodical basis. The audience for this course includes employees who need to learn how to use the R/3 system, more...

SAP Customer Relationship Management CRM SAP Customer Relationship Management (CRM) - Overview introduces the trainee to the term Customer Relationship Management (CRM) and its objectives, as well as looking at the basic principles of SAP CRM and explaining what SAP CRM can be used for. Furthermore, the trainee will be introduced to the individual applications of CRM and their most important features. The audience for this course would more...

SAP R 3 FI AR AP Organization Master Records and Posting ...counting. You will usually encounter both FI and CO (Cost Center Controlling) in a business environment. The procedures for Accounts Receivable and Accounts Payable are very similar in R/3. In this course you will learn to process posting procedures for Accounts Receivable and Accounts All those involved in the use of R/3 for Financial accounting tasks. User Support staff and Project Team more...

SAP R 3 4 6 FI AR AP Account Document Posting and Periodic Processing ...counting. You will usually encounter both FI and CO (Cost Center Controlling) in a business environment. The procedures for Accounts Receivable and Accounts Payable are very similar in R/3. In this course you will learn to process posting procedures for Accounts Receivable and Accounts Payable. All those involved in the use of R/3 for Financial accounting tasks. User Support staff and Project more...

SAP R 3 4 6 CO Cost Center Accounting Organization and Basic Settings ... Computer Based Training course (CBT) SAP R/3 4.6 CO Cost Center Accounting Organization and Basic Settings is used to determine where costs occur within an organization and to assign costs to cost centers. You will learn the fundamentals of the Controlling Module, with particular focus on the customizing features and master data that are used in R/3 for internal accounting tasks. The following more...

SAP R 3 4 6 CO Cost Center Accounting Master Data ...Center Accounting Master data is used to determine where costs occur within an organization and to assign costs to cost centers. You will learn the fundamentals of the Controlling Module, with particular focus on the customizing features and master data that are used in R/3 for internal accounting tasks. The intended audience for this course includes all personnel managing or contributing to more...

SAP R 3 4 6 CO Cost Center Accounting Periodical Allocation and Reports ... Computer Based Training course (CBT) SAP R/3 4.6 CO Cost Center Accounting Periodical Allocation and Reports describes the processes that take place when actual postings are carried out in Cost Center Accounting. It also explains how documents are entered, posted and reversed. Furthermore, it looks at reporting in Cost Center Accounting, and shows you to use and configure reports to suit your more...

SAP R 3 4 6 CO Cost Object Controlling The course SAP R/3 4.6 CO Cost Object Controlling gives employees, working within internal accounting, an overview of tasks within cost element accounting dealing with all the costs related to the production process and important for the product cost calculation. The initial unit provides an introduction to SAP R/3 4.6 s fundamental features; explaining how to log on to the system as well as more...

SAP R 3 4 6 CO Cost Center Accounting Settings for Periodical Processing ... Computer Based Training course (CBT) SAP R/3 4.6 CO Cost Center Accounting Settings for Periodical Processing is used to determine where costs occur within an organization and to assign costs to cost centers. You will learn the fundamentals focus on the customizing features as initial setups, how to post within Cost Centers, allocations and reports that are used in R/3 for internal accounting more...

Microsoft .NET Technology Overview: Part 1 - .NET Platform and Framework ...g the .NET Enterprise Servers (BizTalk Server Application Center Host Integration Center Mobile Information Center Internet Security and Acceleration Server and SQL Server) as well as development tools and technologies (XML ASP.NET Visual Studio.NET and SOAP). Other areas such as Universal Description Discovery and Integration (UDDI) and the .NET user experiences are also addressed at a high more...

Microsoft .NET Technology Overview: Part 2 - .NET Server Infrastructure and Services This course covers the .NET Enterprise Servers infrastructure explaining each of the servers in turn - BizTalk Server 2000 Application Center 2000 Commerce Server 2000 Host Integration Server SQL Server 2000 Exchange Server 2000 ISA Server 2000 Mobile Information 2001 Server. It then covers each of the chief products of the .NET initiative and each of the chief services. The course concludes with more...

Call Center: Inbound Customer Service In 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.  more...

Call Center Management: Managing an Inbound Call Center ...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 call center more...

Call Center Management: Measuring Quality and Performance ...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 performance. more...

Call Center Management: Managing and Motivating Your Staff ...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...

SAP R/3 CO: Cost Center Accounting Organization and Basic Settings The Computer Based Training course (CBT) Cost Center Accounting Organization and Basic Settings is used to determine where costs occur within an organization and to assign costs to cost centers. You will learn the fundamentals of the Controlling Module with particular focus on the customizing features and master data that are used in R/3 for internal accounting tasks.  more...

SAP R/3 CO: Cost Center Accounting Master Data The Computer Based Training course (CBT) CO Cost Center Accounting I is used to determine where costs occur within an organization and to assign costs to cost centers. You will learn the fundamentals of the Controlling Module with particular focus on the customizing features and master data that are used in R/3 for internal accounting tasks.  more...

SAP R/3 CO: Cost Center Accounting Settings for Periodical Processing The Computer Based Training course (CBT) SAP R/3 CO: Cost Center Accounting Settings for Periodical Processing is used to determine where costs occur within an organization and to assign costs to cost centers. You will learn the fundamentals focus on the customizing features as initial setups how to post within Cost Centers allocations and reports that are used in R/3 for internal accounting more...

SAP R/3 CO: Cost Center Accounting Periodical Allocation and Reports The Computer Based Training course (CBT) SAP R/3 CO Cost Center Accounting Periodical Allocation and Reports describes the processes that take place when actual postings are carried out in Cost Center Accounting. It also explains how documents are entered posted and reversed. Furthermore it looks at reporting in Cost Center Accounting and shows you to use and configure reports to suit your more...

SAP R/3 EC Profit Center Accounting The purpose of this course is to teach students to use PCA as a financial controlling instrument. The accounting principles of Profit Center Accounting and its goals are illustrated. The use of Profit Center Accounting within the SAP/R3 system and links to other areas of SAP R/3 are shown.  more...

SAP R/3 FI Accounts Receivable/Accounts Payable: Organization, Master Records and Posting SAP's FI module is a powerful integrated environment dynamically interfacing Accounts Receivable/Payable functions with General Ledger and Assets Accounting. You will usually encounter both FI and CO (Cost Center Controlling) in a business environment. The procedures for Accounts Receivable and Accounts Payable are very similar in R/3. In this course you will learn to process posting procedures more...

SAP R/3 FI Accounts Receivable/Accounts Payable: Account/Document Posting and Periodic Processing SAP's FI module is a powerful integrated environment dynamically interfacing Accounts Receivable/Payable functions with General Ledger and Assets Accounting. You will usually encounter both FI and CO (Cost Center Controlling) in a business environment. The procedures for Accounts Receivable and Accounts Payable are very similar in R/3. In this course you will learn to process posting procedures more...