Online Centers eLearning

Support Center Tools Technologies and Metrics ...chnologies and Metrics Customers contacting Support Centers expect the same level of professionalism each time they interact with a Customer Service Representative (CSR). To ensure this consistently high level of service, the CSR 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  more...

The Customer Service Representative CSR ...oday's Customer Service Representatives (CSR) 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 CSR and the environment in which he performs his duties, including typical roles of the CSR in a support environment, basic tasks accomplished by the CSR,  more...

Pandemic Flu Awareness ...Centers for Disease Control (CDC) estimated that if pandemic flu was to hit the US, approximately 200,000 to 2 million people could possibly die. This was based on models from past pandemics the Spanish Flu (1918), the Asian Flu (1957), and the Hong Kong Flu (1968). The government further estimates that up to 40 of the workforce could be absent from work at the height of a pandemic wave. The  more...

Introduction to Lean for Service and Manufacturing Organizations ...althcare, insurance, financial services and banking, call centers, government, IT, retail, and transportation. Lean is a methodology that incorporates a powerful set of tools and techniques designed to maximize customer value, while reducing waste along the entire value stream. It also focuses on improving overall efficiency, quality, and customer satisfaction. Due to its ability to improve  more...

Support Center Tools Technologies Metrics ... Certification Library Customers contacting Support Centers expect the same level of professionalism each time they interact with a Customer Service Representative (CSR). To ensure this consistently high level of service, the CSR 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  more...

Operations Management Operations Scheduling Operations Management: Operations Scheduling Operations scheduling involves the distribution and use of an organization's resources - in other words, its human resources, equipment, and facilities - to produce the goods and services needed to meet forecasted customer demand. Two important activities within the scheduling function are loading and sequencing. Loading means assigning  more...

Quicken 2002 Level 2 ...e of Quicken. The course will cover the various financial centers and planners, transactions, financial alerts, transaction categories, budgeting, taxes, asset and liability accounts, reports and graphs and investing. This course is an intermediate look at Quicken 2002. It explores some of the more advanced features of the software and familiarizes students with some useful tips to more  more...

CompTIA Security + This course provides students with information needed to attain the Security+ certification. Security + certificaiton is recognized around the world as the benchmark for foundation-level security professionals. This course prepares students to pass the Security + certificaton exam. The CompTIA Security+ certification tests for security knowledge mastery of an individual with two years on-the-job  more...

Microsoft MCSE 2003 Complete Course This training package contains all the necessary course materials required to learn the ins and outs of becomming a Microsoft Certified Systems Engineer. This course contains over 70 hours of interactive, video based, instruction, delivered on CD. This course is designed to meet all the requirements for Microsoft Corporation`s Certified Systems Engineer certification and testing for Windows 2003  more...

Basics of Organizational Communication ...oe has taught at Microsoft Authorized Technical Education Centers throughout the United States. Joe?s certifications include: CTT Certified Technical Trainer, Cisco Certified Network Associate ? CCNA, Microsoft Certified Product Specialist Certification, Microsoft Certified Trainer, and Microsoft Certified Systems Engineer. Frequently Asked Questions How long will it take me to complete the  more...

Writing for Business Professionals ...oe has taught at Microsoft Authorized Technical Education Centers throughout the United States. Joe?s certifications include: CTT Certified Technical Trainer, Cisco Certified Network Associate ? CCNA, Microsoft Certified Product Specialist Certification, Microsoft Certified Trainer, and Microsoft Certified Systems Engineer. Frequently Asked Questions How long will it take me to complete the  more...

Expert Certificate Course in Medical Transcription for the Physician ™s Office and Home Based Business ...available worldwide where selected Thomson Prometric test centers are located. Upon completion of the exam at the testing center, a score report will be available immediately. If one does not pass the exam, a report will be given indicating the objective areas where improvement is needed. To Learn more visit the AHDI website. Please note, it is not necessary to be ?Certified? in order to be  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...

Call Center Communication Skills ...his 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 essential to help you to  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...

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...

Cross-selling in a Customer Service Call ...ng flexible. Flexibility is a key factor in customer call centers.As a customer service agent (CSA), you handle dozens of calls a day, effectively helping customers by providing efficient solutions. At the end of this positive interaction, it makes sense to recommend additional or better products that will further aid customers. Customer service agents have become a vital source of additional  more...

SAP R 3 v4 0 Profit Center Accounting ...trolling processes and individuals responsible for Profit Centers. Participants should have completed the following courses: 12286 SD Order processing. 12280 Cost Center Accounting 1 12277 FI General Ledger 12276 FI Accounts Payable/Accounts Receivable 12279 FI Balance Sheet T otal Learning Time 5 - 7 Hour(s) Course Contents Unit 1:  more...

SAP R 3 PP Program Planning MP MRP ... Production Planning; define routing, operations and work centers and their inter-relationships as well as identify the different points of integration of the Production Planning module within SAP. Learn To: o Features and Strategies in MP. o Planning Strategies. o Selected Features of MP. o Long-term Planning. o Planning Results and Features in MRP. o Planning Results on the MRP  more...

SAP R 3 v4 6 Cost Center Accountant ... o Access options. o Basis. o Organization and cost centers. o Integration in the R/3 system. o Master data. o Role-based cost center accounting. o Period based allocations. o Reports. Audience The audience for this course includes employees who need to learn how to use the R/3 system, controlling employees, and members of project teams (organizational and conceptual phases).  more...

SAP R 3 v4 6 CO Cost Center Acct Master Data ... 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. o Access Options. o Basis. o Master Data. o Create and  more...

SAP R 3 4 6 CO Cost Center Acct Organization Basic Settings ... 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 Access Options. o Basis. o Organization. o The CO Module  more...

SAP R 3 4 6 CO Cost Center Acct Settings for Periodical Proc ... 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 tasks. Learn To: o Getting Started with SAP R/3 4.6. o Starting the System and Logging On. o Access Options. o Basis. o Account  more...

Call Center Mgt Managing an Inbound Call Center ...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, identify the call center managers'  more...

Call Center Mgt Measuring Quality Performance ...managers who want to find ways to help their inbound call centers run more effectively. Deployment Options e-Learning Accreditation NASBA credits: 3 CPE Credits CEU credits: 0.30 CEUs Language Options US English Total Learning Time Objectives Unit 1: Serving Your Company and Your Customers (0.5 - 1 hour) Identify guidelines for  more...

Call Center Mgt Managing Motivating Your Staff ...managers who want to find ways to help their inbound call centers run more effectively. Deployment Options e-Learning Accreditation NASBA credits: 3 CPE Credits CEU credits: 0.30 CEUs Language Options US English Total Learning Time 2 to 4 hours Objectives Unit 1: Call Center Employee Turnover (0.5 - 1 hour) Identify the universal  more...

Organizational Crisis Mgmt Anticipating Planning for Crises ...se covers planning for logistics including crisis control centers, information services, people to contact, and signal detection mechanisms. The course concludes with coverage of simulations as a means of planning, essential templates, and planning for communications. Learn To To define organizational crisis. To identify types of  more...

SAP R 3 CO Cost Center Acct Organization Basic Settings ... 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 Accounting Structure. o Customizing. o Basic Data. o Number Ranges for CO  more...

SAP R 3 CO Cost Center Acct Master Data ... 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 and Change Cost Centers. o Create and Change  more...

SAP R 3 CO Cost Center Acct Settings for Periodical Processing ... 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 tasks. Learn To: o Use Account Assignments and Screen Variants. o Make use of Automatic Account Assignment. o Set up Screen Variants.  more...

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

Preventing and Managing Norovirus in Healthcare Settings ...ealthcare settings and follows the recommendations of the Centers for Disease Control and Preventiona ™s latest 2011 HICPAC Guideline for the Prevention of Norovirus. Objectives Upon completion of this course, the participant will be able to: 1. Describe norovirus viral gastroenteritis and ita ™s impact on the U. S. healthcare system. 2. Explain when and where  more...

Norovirus in Long-Term Care Facilities ...term care settings and follows the recommendations of the Centers for Disease Control and Preventiona ™s latest 2011 HICPAC Guideline for the Prevention of Norovirus. Objectives Upon completion of this course, the participant will be able to: 1. Describe norovirus viral gastroenteritis and ita ™s impact on the U. S. healthcare system. 2. Describe specific challenges  more...

Reducing Medication Errors A Focus on the Med Pass ...ance understanding of the survey process and remedies the Centers for Medicare and Medicaid Services (CMS) may enforce. The goal is to reduce facility medication error rates in order to provide safe medication administration to residents. This course would be excellent for survey readiness review or for facilities that have received F-tags regarding medication administration this course  more...

SAP CO101 - Cost Center Accounting ... 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: ECC 6. 0 (newest SAP release) Audience: - End users - Accountants Prerequisite: - Basic SAP skills (SAP101) - A general understanding of  more...

SAP CO102 - Profit Center Accounting ...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. 0 (newest SAP release) Audience: - End users - Accountants Prerequisite: - Basic SAP skills (SAP101) - A general understanding of accounting terms  more...

SAP PP101 - Production Planning ...e. Course Goal: - Work with Bills of Materials & Work Centers - Create Routings, MRP and Forecast Profiles - Create production orders and issue goods to orders - Common production planning reports Release: ECC 6. 0 (newest SAP release) Audience: End users Prerequisite: - Basic SAP skills (SAP101) - A general understanding of logistics terms Exam & Certificate: -  more...