From Serebra Learning Corporation
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.
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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.
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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
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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.
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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.
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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
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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
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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
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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
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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
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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
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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
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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.
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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:
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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
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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
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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
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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
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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
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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
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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
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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.
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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
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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,
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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.
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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.
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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
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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,
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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
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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
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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
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