Online Center eLearning - Training Resources

Windows Vista ...a, including the Sidebar, Windows Aero, and Windows Media Center. It teaches the user skills such as working on the Desktop, using windows, opening files and applications, and working with the Start menu and Taskbar. Windows Vista This course introduces students to Microsoft Windows Vista. It discusses the editions available, including Windows Vista Home Basic, Home Premium, and Ultimate, and  more...

QuickBooks Pro 2008 ...e 1992. Starting her training career at Computer Learning Center in Washington DC working with DOS and early Windows applications she has transitioned to the latest Windows software that we know today. Throughout the past two decades Debbie has worked training students and providing technical support and consulting services in a variety of other industries such as Architecture, Law, Federal  more...

QuickBooks Pro 2001 Level 1 ...Specific features of interest include the Customer Detail Center and the Vendor Detail Center. 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. Students will complete such tasks as creating invoices, making payments, entering receipts, and paying employees  more...

Legal Nurse Consulting Certificate Program ...titioner by the American Nurses Association Credentialing Center. He is a board certified health care executive by the American College of Healthcare Executives, and is a Fellow in the college. He also holds national certification in managed care from the Professional Education Institute. He is a Certified Medical-Legal Consultant. Dr. Flarey is editor/author of the book, "Redesigning Nursing  more...

How to Control Your Worker s Compensation Cost Cut! That s a wrap! With our safety-training course How to Control Worker s Compensation Costs , you will begin to leave many of those workers compensation bills on the cutting room floor. How to Control Your Worker`s Compensation Costs Cut! That?s a wrap! With our safety-training course ?How to Control Worker?s Compensation Costs?, you will begin to leave many of those workers?  more...

Expert Certificate Course in Medical Transcription with Work Placement Program ...to network with other students. Plus, our Graduate Career Center offers many services, including one-on-one counseling, a "help hot line" and resume evaluations. All modules in the Medical Transcription course are comprised of teaching materials and exercises, plus online testing, all of which can be easily accessed at the student?s convenience. Time length will vary depending on the student?s  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...

Comprehensive Medical Coding Training Our course is a complete and comprehensive online training process to learn coding. It will take about 4 months to complete. It requires medical terminology. A Medical Terminology Course should be taken first. All necessary materials needed to take this course are included (with the exception of a medical dictionary). This includes the AMA`s CPT (procedure codes), and EasyCoder (ICD codes).  more...

A+ 2003 Test Preparation This is an online A+ 2003 practice test only. Test material covers the material to prepare for the CompTIA A+ 2003 Certification examination for PC Technicians. This course does not include training of any kind - just practice tests. During the 90 day access period, the user may take the 70-question A+ 2003 practice test as many times as they like. Each time the test is launched, it pulls 70  more...

A+ 2003 Complete Bundle (90 days of online training for PC Technicians) ...? you must pay for and take them at an authorized testing center ? To find a local test center near you, click here. This course is designed to teach the computer technician the knowledge and skills needed to pass these tests. This course, the A+ 2003 Complete Bundle, teaches such subjects as the Windows and DOS operating systems, control settings in CMOS, hardware basics, in-depth instruction  more...

911 OPERATOR TDD TRAINING According to the Americans with Disabilities Act: "PSAPs should require 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  more...

QuickBooks Pro 2007 ...e 1992. Starting her training career at Computer Learning Center in Washington DC working with DOS and early Windows applications she has transitioned to the latest Windows software that we know today. Throughout the past two decades Debbie has worked training students and providing technical support and consulting services in a variety of other industries such as Architecture, Law, Federal  more...

SAP Profit Center Accounting ...ost common end user functions in SAP's Controlling-Profit Center Accounting (EC-PCA) module. This is simulation course is a basic requirement for anyone working with SAP's FI/ CO modules. Course Goal: - create profit centers and groups - standard hierarchy - cost/ revenue planning - distribution and assessment allocations - run basic profit center reports Release: ECC 6.  more...

SAP Cost Center Accounting ... most common end user functions in SAP's Controlling-Cost Center Accounting module. This is simulation course is a basic requirement for anyone working with SAP's FI/ CO modules. Course Goal: - create cost centers and groups - cost center planning and budgeting - manual reposting of costs - distribution and assessment allocations - run basic cost center reports Release:  more...

The Contact Center and the 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...

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...

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 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...

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...

Support Center Services 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.  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...

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...

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...

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...

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 ...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...

Stakeholder Interests and Cultural Diversity ...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...

Configuring and Troubleshooting Windows Vista Networking ...Center to configure and diagnose networking connectivity. This feature also allows you to configure access to the network through wireless connections, and remote access using VPNs and Remote Desktop. Windows Vista can also use group policies to configure network security to encrypt traffic over the network when network services are being utilitized. This course demonstrates how to use the  more...

Becoming a Manager Leading and Communicating 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...

The Communication of 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...

Implementing and Evaluating Self-directed Learning Self-directed learning is the foundation for the Knowledge Age. Well-conceived implementation of self-directed learning is crucial for the success of learning organizations in the 21st century. In this course, you'll look at three major implementation schemes: distributed implementation, implementation through a learning center, and implementation through an intranet. Learn how to set up the  more...

IBM DB2 Univ Database V7 1 Transition Part 1 Core Competencies Course Overview This is the first course in a two part series that students will learn about OLAP functionality, SQL and AD Enhancements. Additionally, this course covers Federated Databases and Extenders and what has been added in these areas. Learn To Identify the enhancements that emerged with each version of DB2. Identify the six main product editions of the DB2 family. Identify  more...

IBM DB2 Univ Database V7 1 Transition Part 1 Core Competencies Course Overview This is the first course in a two part series that students will learn about OLAP functionality, SQL and AD Enhancements. Additionally, this course covers Federated Databases and Extenders and what has been added in these areas. Learn To Identify the enhancements that emerged with each version of DB2. Identify the six main product editions of the DB2 family. Identify  more...

IBM DB2 Universal Database V6 1--Administration ...ing Database Duration: 3 - 4 Hour(s) Match Control Center tools with their functions. Create a scheduled script using the Script Center. Identify which type of logging is required for a given recovery situation. Make a copy of a database using the BACKUP DATABASE command. Perform the RESTORE procedure using the RESTORE DATABASE command. Disengage a connection to DB2 using the FORCE  more...

IBM DB2 Universal Database V6 1--Administration ...ing Database Duration: 3 - 4 Hour(s) Match Control Center tools with their functions. Create a scheduled script using the Script Center. Identify which type of logging is required for a given recovery situation. Make a copy of a database using the BACKUP DATABASE command. Perform the RESTORE procedure using the RESTORE DATABASE command. Disengage a connection to DB2 using the FORCE  more...

IBM DB2 Universal Database V6 1--Fundamentals ... administration functions of the Satellite Administration Center. Match the DB2 UDB clients with their functions. Match the communication protocols that DB2 supports with their associated platform environments. Identify which DB2 Connect product to use given a specific scenario. Match the DB2 UDB products with their functions. Install a DB2 UDB server given system specifications. Identify  more...

IBM DB2 Universal Database V6 1--Fundamentals ... administration functions of the Satellite Administration Center. Match the DB2 UDB clients with their functions. Match the communication protocols that DB2 supports with their associated platform environments. Identify which DB2 Connect product to use given a specific scenario. Match the DB2 UDB products with their functions. Install a DB2 UDB server given system specifications. Identify  more...

Cisco Internetwork Troubleshooting Part 2 ...es for preparing 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  more...

SAP R 3 v4 x MM Inventory Management ... Reservation. Internal Stagings. Goods Issue for a Cost Center. Goods Issue Items. Checks. Reservations. Planning Reservations. Manual Reservations. Reservation Items. Matchcode Search. Checking the Reservation. Goods Issue with Reservation. With Reference to Document Types. With Reference to a Reservation. Document Search. Unit 4: Transfer Postings and Physical Inventory  more...

SAP R 3 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. L earn To: Working with Accounts and Documents. Balance Display. Displaying  more...

SAP R 3 v3 0 Information Systems within FI ...y be involved in: Management of external accounting; Cost center and budgetary controlling; Accounts Receivable/Customer Credit management; Accounts Payable; G/L Accounting. Participants should have completed the following courses: 13033: Working with SAP R/3; 12276: Accounts Payable/Accounts Receivable; 12277: FI General Ledger. T otal Learning Time 5 - 8 Hour(s) Course Contents  more...

SAP R 3 v4 0 Profit Center Accounting ...ntrolling 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. L earn To: The positioning of Profit Center Accounting within the accounting area. Profit Center Accounting within SAP R/3 and its possibilities. Information and  more...

SAP R 3 v4 0 Retail Order Management via Distribution Center Course Overview The purpose of this course is to give users working in retail companies, dealing with orders, an overview of the possible processes of customer order processing. This course illustrates the training knowledge using an example of a possible process chain, between a retail company and its clients. L earn To: The Retail Process. Basic scenario and related processes.  more...

Competitive Intelligence Implementing a Competitive Intelligence System ...Project Managers and members of Icon's centralized Buying Center. Susan, the newest member of the management staff, knows very little about Competitive Intelligence while Dean, a seasoned veteran, is skeptical of Competitive Intelligence's applicable uses to Icon. Your goal is to thoroughly explain CI to Susan and outline the benefits CI has to offer to Dean who believes Competitive  more...

SAP R 3 CO Activity Based Costing ...171: Course 13181 Working with SAP R/3, Course 12280 Cost Center Accounting I, Course 12281 Cost Center Accounting I and Course 13060 Product Cost Accounting. T otal Learning Time 6 - 9 Hour(s) Course Contents Unit 1: Introduction to Activity Based Costing Duration: 2 - 3 Hour(s) Tasks and Objectives of Activity Based Costing. Objectives. Cause-Related Allocation. Cost  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 Payable. L earn To: Describe how R/3 maps company structures. Describe how FI integrates with  more...

IBM DB2 Universal Database V6 1--Fundamentals ... administration functions of the Satellite Administration Center. Match the DB2 UDB clients with their functions. Match the communication protocols that DB2 supports with their associated platform environments. Identify which DB2 Connect product to use given a specific scenario. Match the DB2 UDB products with their functions. Install a DB2 UDB server given system specifications. Identify  more...

IBM DB2 Universal Database V6 1--Fundamentals ... administration functions of the Satellite Administration Center. Match the DB2 UDB clients with their functions. Match the communication protocols that DB2 supports with their associated platform environments. Identify which DB2 Connect product to use given a specific scenario. Match the DB2 UDB products with their functions. Install a DB2 UDB server given system specifications. Identify  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...

EnjoySAP What s New in Release 4 6 The Computer Based Training course (CBT) Enjoy SAP What's New in release 4,6 aims to provide all the employees of your company, who want to learn more about the new interface Enjoy SAP with an overview of it's handling, features and functions. The trainee will learn about the new features and functions of this release using a number of examples taken from the R/3 Basis system and cross-application  more...

SAP R 3 v4 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. Learn To: o Getting started with SAP R/3 4.6. o Starting the System and logging on. o  more...

Customer Relationship Management CRM .... o Internet Sales. o Telesales (Customer Interaction Center). o Service Interaction Center. o Mobile Client in SAP CRM. o Marketing Planning & Campaign Management. Audience The audience for this course would include students who need to learn how to use SAP CRM Members of project teams (organizational and conceptual phases). There are no prerequisites for participating in the  more...

SAP R 3 v4 6 CO Cost Center Acct 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. Learn To: o Getting Started with SAP R/3 4.6. o Starting the System and Logging On.  more...

Windows XP Prof User Fundamentals This course presents the learner with the skills to become proficient at Microsoft Windows XP. It builds from some basic assumptions about the learner's previous experience within a Windows environment and it comprehensively guides the learner through the basics of using this latest version of Windows with the emphasis on learning by doing. Learn To: o Match Windows XP new features with their  more...

SAP R 3 FI AR AP Organization Master Records 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 Payable. Learn To: o Getting Started with SAP R/3 4.6. o Starting the System and Logging On. o Access  more...

SAP R 3 4 6 FI AR AP Acct Document Posting Periodic Pro ...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. Learn To: o Getting Started with SAP R/3 4.6. o Starting the System and Logging On. o Access  more...

SAP R 3 4 6 CO Cost Center Acct Organization 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. Learn To:  more...

SAP R 3 4 6 CO Cost Center Acct Settings for Periodical Proc ... 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...

SAP R 3 4 6 CO Cost Center Acct Periodical Allocation 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...

Quicken 2003 Deluxe - Personal Finance Mgmt ... Identify transaction details in a Cash Flow Center account. Reconcile a bank account. Print a report. Identify options in the Write Checks window. Identify fundamentals of data protection in Quicken 2003 Deluxe. Activate an online account.  more...

Communicating w Difficult People Handling Difficult Co-Workers ...r, 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 the  more...

Call Center Inbound Customer Service ...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 ...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  more...

Call Center Mgt Measuring Quality 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  more...

Call Center Mgt Managing 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...

Recruiting Retention Keeping Your Good Employees ...on, 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 charge  more...

Strategic Decision Making Making the Right Decision ...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 close  more...

Microsoft Project 2003 Proficient User This, the second course in a two-part curriculum covers Project 2003 proficiency-level skills, i.e. advanced management of Tables, Views, and Reports, the customization, automation, and exchange of data, Project consolidation and collaboration, and Project Server and Project Web Access. Learn To: Identify features of earned value tables. Create a custom table. Identify options for  more...

SAP R 3 4 6 Curriculum ...r Posting and Periodical Processing SAP R/3 4.6 CO: Cost Center Accounting Organization and Basic Settings SAP R/3 4.6 CO: Cost Center Accounting Master Data SAP R/3 4.6 CO: Cost Center Accounting Settings for Periodical Processing SAP R/3 4.6 CO: Cost Center Accounting Periodical Allocation and Reports SAP R/3 4.6 CO Cost Object Controlling SAP R/3 4.6 CO Profitability Analysis To  more...

SAP R 3 Service Management Master Data ... delivery processing. - Repairs processing in the Service Center. - Field service. a Integration in the R/3 System: - Case study. - Integration with SD, FI and CO. - Integration with MM, PP and HR. - Integration with other modules. Unit 2: Creating a Service Organization 1.5 - 2 hours a Creating an Item of Equipment: - Creating sales orders. - Creating deliveries. a  more...

SAP R 3 CO Cost Center Acct Organization Basic Settings ...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. Learn To: o Cost Center Accounting in R/3. o Company and Cost  more...

SAP R 3 CO Cost Center Acct Master Data ...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. Learn To: o Master Data. o Create and Changing Cost Elements. o Master Data Groups. o Create  more...

SAP R 3 CO Cost Center Acct 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 Acct Periodical Allocation Reports ...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 individual needs. Learn To: o Actual postings. o  more...

Microsoft NET Tech Overview Part 1 NET Platform Framework ... 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  more...

Microsoft NET Tech Overview Part 1 NET Platform Framework ... 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  more...

Microsoft NET Tech Overview Part 2 NET Server Infrastructure Services ...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 security and standards, third party services and the benefits of the  more...

Microsoft NET Tech Overview Part 2 NET Server Infrastructure Services ...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 security and standards, third party services and the benefits of the  more...

CCNT Computer-Telephony Integration Essentials v6 0 ...the CCNT exam. Typical job roles include telecom and call center managers. Average computer literacy is desirable. Deployment: e-Learning Language Options: US English Total Learning Time: 3 hours Objectives: Unit 1: CTI Overview (1.5 hours) Identify features of the standard configuration of a Computer-Telephony Integration (CTI) system. Identify  more...

Telephone Skills Professionalism Through Basic Skills ...w: 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 are going to put basic telephone skills into practice by taking your first live call. First, you and Kim will go over a few points about greeting callers,  more...

Frontline Leadership Positively Influencing Workplace Culture Frontline Leadership: Positively Influencing Workplace Culture covers the factors that determine workplace culture and outlines a process for leading employees through culture changes. This program also covers two styles of frontline leadership and offers tips for fostering a positive work environment, addressing negativity, and inspiring employee innovation. Learn To  more...

Oracle Application Server 10g Administration II Part 1 ...ntal topology. Identify features of the Enterprise Data Center topology. Identify considerations for implementing the development life cycle topology. Identify benefits of using failover clusters in high availability deployments. Identify the features of Identity Management replication for providing high availability. Unit 2: OracleAS Installations and Upgrades Sequence the  more...