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From Serebra Learning Corporation
Managing Challenges in Customer Service
During an average working day in a call 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
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During an average working day in a call 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
more...
Energizing and Empowering Employees
Energy. Without it, the wheels and gigabytes of industry come to a screeching halt. And without energized, empowered employees, your part of global industry will make far less progress. This course introduces you to the importance of energizing and empowering employees. By doing so, you multiply the benefits to your department, team, and organization. The course begins by showing you ways to
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Energy. Without it, the wheels and gigabytes of industry come to a screeching halt. And without energized, empowered employees, your part of global industry will make far less progress. This course introduces you to the importance of energizing and empowering employees. By doing so, you multiply the benefits to your department, team, and organization. The course begins by showing you ways to
more...
Team Leadership Developing A High-Performance Team
Team Leadership: Developing a High-Performance Team gives the student an overview of the uses of teams in the corporate world and explains the creation and leadership of effective teams. The program covers how to choose the right type of team, steps for developing a team communication process, the team leader's responsibilities, and guidelines to help the team leader maintain a high-performance
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Team Leadership: Developing a High-Performance Team gives the student an overview of the uses of teams in the corporate world and explains the creation and leadership of effective teams. The program covers how to choose the right type of team, steps for developing a team communication process, the team leader's responsibilities, and guidelines to help the team leader maintain a high-performance
more...
Affirmative Action and the EEO HRCI PHR
The Human Resource Certification Institute's (HRCI) certification examinations cover a broad range of workforce planning and employment issues, including those affecting employee rights, such as equal employment opportunity (EEO) and affirmative action (AA). The HRCI certification examinations are widely recognized as the industry standard for evaluating Human Resource professional's competencies.
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The Human Resource Certification Institute's (HRCI) certification examinations cover a broad range of workforce planning and employment issues, including those affecting employee rights, such as equal employment opportunity (EEO) and affirmative action (AA). The HRCI certification examinations are widely recognized as the industry standard for evaluating Human Resource professional's competencies.
more...
EEO and Affirmative Action HRCI PHR
The Human Resource Certification Institute's (HRCI) certification examinations cover a broad range of workforce planning and employment issues, including those affecting employee rights, such as equal employment opportunity (EEO) and affirmative action (AA). The (HRCI) certification examinations are widely recognized as the industry standard for evaluating Human Resource professional's
more...
The Human Resource Certification Institute's (HRCI) certification examinations cover a broad range of workforce planning and employment issues, including those affecting employee rights, such as equal employment opportunity (EEO) and affirmative action (AA). The (HRCI) certification examinations are widely recognized as the industry standard for evaluating Human Resource professional's
more...
Sexual Harassment in the Workplace HRCI PHR
The Human Resource Certification Institute's (HRCI) certification examinations cover a broad range of workforce planning and employment issues, including issues related to the prevention of discrimination and harassment. The (HRCI) certification examinations are widely recognized as the industry standard for evaluating Human Resource professionals' competencies. HRCI is an affiliate of the Society
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The Human Resource Certification Institute's (HRCI) certification examinations cover a broad range of workforce planning and employment issues, including issues related to the prevention of discrimination and harassment. The (HRCI) certification examinations are widely recognized as the industry standard for evaluating Human Resource professionals' competencies. HRCI is an affiliate of the Society
more...
Employee Relations HRCI PHR
The Human Resource Certification Institute's (HRCI) certification examinations cover a broad range of workforce planning and employment issues, including those affecting employee and labor relations. The (HRCI) certification examinations are widely recognized as the industry standard for evaluating Human Resource professionals' competencies. The Professional in Human Resources (PHR) certification
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The Human Resource Certification Institute's (HRCI) certification examinations cover a broad range of workforce planning and employment issues, including those affecting employee and labor relations. The (HRCI) certification examinations are widely recognized as the industry standard for evaluating Human Resource professionals' competencies. The Professional in Human Resources (PHR) certification
more...
Accrual Accounting Procedures
It's the end of the fiscal year and all transactions must be accounted for. But there are some transactions that aren't complete, such as paying interest or delivering services. Do you record them or ignore them? The accrual basis of accounting is guided by the principle that says the revenue earned by a business must match all the expenses incurred to generate that revenue. This course will
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It's the end of the fiscal year and all transactions must be accounted for. But there are some transactions that aren't complete, such as paying interest or delivering services. Do you record them or ignore them? The accrual basis of accounting is guided by the principle that says the revenue earned by a business must match all the expenses incurred to generate that revenue. This course will
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Define the Six Sigma Opportunity
Have you ever heard someone say, "That's putting the cart before the horse"? It's a quaint way of describing a process that's being implemented in a backward manner. One example of this is a company that begins to make organization-wide improvements before identifying which improvements would provide optimal benefits. This course, Define the Six Sigma Opportunity, is a guide for choosing those
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Have you ever heard someone say, "That's putting the cart before the horse"? It's a quaint way of describing a process that's being implemented in a backward manner. One example of this is a company that begins to make organization-wide improvements before identifying which improvements would provide optimal benefits. This course, Define the Six Sigma Opportunity, is a guide for choosing those
more...
Collecting and Summarizing Data
The Six Sigma DMAIC system is a roadmap that shows the way to process and performance improvement. The second phase in the roadmap, the Measure phase, provides a methodology and tools for establishing a baseline of current processes. This baseline is your starting point for process improvement. A critical part of establishing baselines is collecting data that will enable you to learn the current
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The Six Sigma DMAIC system is a roadmap that shows the way to process and performance improvement. The second phase in the roadmap, the Measure phase, provides a methodology and tools for establishing a baseline of current processes. This baseline is your starting point for process improvement. A critical part of establishing baselines is collecting data that will enable you to learn the current
more...
Sarbanes Oxley Whistleblower Protection
Following the Enron collapse, the Sarbanes-Oxley Act was signed into law in an effort to prevent or reduce the incidence of corporate and securities fraud. Significantly, the Act (technically named "The Corporate and Criminal Fraud Accountability Act of 2002") provides protection to, and even encourages, employees who would report such fraud. Sarbanes-Oxley provides the most forceful protections
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Following the Enron collapse, the Sarbanes-Oxley Act was signed into law in an effort to prevent or reduce the incidence of corporate and securities fraud. Significantly, the Act (technically named "The Corporate and Criminal Fraud Accountability Act of 2002") provides protection to, and even encourages, employees who would report such fraud. Sarbanes-Oxley provides the most forceful protections
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From 123-CBT Computer Based Training
Team Leadership Developing A High Peformance Team
...ype of team using guidelines. Choose examples of criteria that should be used when selecting team members. Follow steps for developing a team communication process. Identify elements of effective teams. Identify desirable characteristics of effective team leaders. Audience
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...ype of team using guidelines. Choose examples of criteria that should be used when selecting team members. Follow steps for developing a team communication process. Identify elements of effective teams. Identify desirable characteristics of effective team leaders. Audience
more...
Motivation Motivating Through Rewards Recognition
... Can Work for You (0.5 - 1 hour) Choose examples of how rewards and recognition benefit managers and employees. Identify factors that influence the cost of a reward or recognition program. Select factors that make rewards and recognition effective. Apply the criteria for making a reward and recognition
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... Can Work for You (0.5 - 1 hour) Choose examples of how rewards and recognition benefit managers and employees. Identify factors that influence the cost of a reward or recognition program. Select factors that make rewards and recognition effective. Apply the criteria for making a reward and recognition
more...
