Instructor Led Learning Objective Training - Training Resources

Culture Diversity Program ... and norms of culture and how it affects behavior. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Understanding the meaning of culture and its value. Know how Culture Affects Behavior. Learn the Impact Of Cultural Values Identify the Basics of Culture Through Work. Realize the Cultural Differences.  more...

Problem solving and decision making ... clarify problems in terms of objectives and issues. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Understand Effective Problem Solving definition. Learn Effective problem solving process Recognize Effective Problem Solving Strategy Identify Creative Decision making definition Learn Effective Steps in  more...

Outsourcing Management This program was designed to highlight the importance of outsourcing models, advantages of the outsourcing and how to benefit from it. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Understand what is outsourcing mean Understand the models of outsourcing Chose the right partner to be the outsourcing Target  more...

Quality calibration and call monitoring ...d Call Monitoring program with the coaching process. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Score Calls. Understand objective measurement. Clarify Objective and Impartial Feedback. Understand the basics of recording and assessment of live data. Prepare real time data. Using web based access.  more...

Stress management More and more employees are experiencing daily stress, pressure, long hours or rapid change. The nature of employment has now changed, and the idea of a job for life has been replaced by an emphasis on performance. How do you manage your stress levels? The relaxation and stress management classes are about crisis control a methods of restoring your sense of well being when things go wrong.  more...

Team building ...duals to continually set new and challenging goals. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Identify conditions for a team to work best. Understand team Effectiveness. Know stages involved in team building. Identify types of teams and their relative advantages and disadvantages. Recognize characteristics  more...

Time Management ...more effectively and make better use of your time. Key Learning Objective and Outcomes: By the end of this programme, participants will have been able to: Understand meaning /value /importance of time. Set SMART action goals. Analyze his / her time effectively. Know How To Divide Priorities Into Goal Related Daily Activities. How to minimize costly interruptions.  more...

Workforce management As contact centers become more complex, the importance of having the right staff and supporting resources in the right places at the right time becomes ever more crucial to success. Workforce management is the process of utilizing accurate staffing figures every hour to maximize service and minimize cost. It is one of the most important planning and management functions of a call center manager or  more...

Effective Meeting Skills Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Conduct a productive, motivating meeting. Improve meeting quality and stay on agenda. Review key issues and ideas for effective implementation. Target Audience: Supervisors, project managers, and anyone else who conducts meetings at work  more...

Motivation Skills ...Learning Objective and Outcomes: By the end of this program, participants will have been able to: Understanding of motivation definition. Realizing the relation between motivation and performance enhancement. Understand how people can be motivated in many different ways. Understand the concept of motivation from a theoretical perspective as well as a practical  more...

Interviewing Skills ...Learning Objective and Outcomes: By the end of this program , participants will have been able to: Analyze Position & the Mandatory Success Factors Identify Beginning the Selection Process Recognize the relationship between the Resume and the Interview . Be Aware of the right questions, Pre-Employment Tests and checking references. Be Familiar with Pre-Employment  more...

Coaching For Success ...Learning Objective and Outcomes: By the end of this programme, participants will have been able to: Understand Definition and Benefits of Counseling and Coaching. Recognize Why Managers Avoid Coaching or Counseling. Realize Characteristics of Effective Coaches and Counselors. Identify When to Counsel or Coach. Master How to Give and Receive Feedback. Recognize  more...

Discipline Management In our culture, discipline can is a major problem facing corporate. In this course you will get your hand on the causes and solutions to beneficial discipline management. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Understand the purpose and reasons for implementing the companya s disciplinary procedure. Know the  more...

Performance Management Performance management includes activities to ensure that goals are consistently being met in an effective and efficient manner. Performance management can focus on performance of the organization, a department, processes to build a product or service, employees. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Understand the aims  more...

Presentation A Presentation is a fast and potentially effective method of getting things done through other people. In managing any project, as public speaker, it is vitally important to be able to communicate your thoughts and ideas effectively, using a variety of tools and medium. You will need to develop and use this skill throughout your career, especially when you are working in the big competitive world.  more...

Project Management ...edge areas which cover project management context Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Identify the project phases and life cycle. Specify realistic objectives to stakeholder needs. Realize project management processes. Identify clear project scope management. Apply effective project integration  more...

Reward and Compensation Compensation and Reward system plays vital role in a business organization. Since, among four Ms, i. e. Men, Material, Machine and Money, it can shift your company to the next level. In this course youa ll identify the process to apply the best reward system. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Be aware of the role of  more...

Change Management ... opportunities of their ever changing environment. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Plan for the implementation of Change Management. Set priorities and assess the impact, cost, benefit and risk of proposed changes. Organize the Request for Change (RFC) authorization process. Prepare for and manage  more...

Conflict Management ...e aims to turn conflict into a productive force. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Identify exactly what conflict is, why it arises and how it can be utilized for maximum benefit. Recognize the various stages of conflict and preventing them from escalating. Deal with conflict with a greater awareness of  more...

Crisis Management Effective crisis management is accomplished through prompt response, early and continuous communication and effective execution. In this course, youa ll respond to crisis in a deferent and efficient way. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Understand the elements and Steps to crisis management. Identify Crisis  more...

Cross and Up-Selling Techniques ...ss-selling, up-selling, and overcoming resistance. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Learn how to match your customera s needs to the accompanying products and services that you offer. Learn effective questioning techniques to create sales opportunities. Learn when to cross sell and when to up sell.  more...

Customer Focused Selling Skills ...d your salespeople throughout the sales process. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Determine the meaning and significance of customer-focused selling in your workplace. Develop relationship with customers based on trust and credibility. Identify the needs and preferences of your customera s desire to  more...

Master Outbound Skills ...ilding relationships with prospective customers. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Recognize and understand the structure of an Outbound Call. Learn the difference Inbound vs. outbound. Learn How to turn customers on to your proposition (Magical Moment). Learn Creating Your Unique Selling Proposition  more...

Negotiation Skills ...ed to acquire to become more successful leaders. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Understand the negotiation definition and types. Get familiar with the fundamental of negotiation a Road Mapa . How to plan for an effective negotiation. How to manage the negotiation battle for the ultimate result.  more...

Complaints handling The way that your frontline staff work with your customers in handling complaints has a direct impact on your bottom line and the lifetime value of your relationship with that customer! Make sure that they have the best skills, strategies and techniques to ensure that every customer experience is a memorable one. This program aimed at those people with direct contact with your customers whether it  more...

Customer Loyalty and Retention Program ...atisfaction measurement program in your company. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Understand the definition of loyalty Recognize the Great Value Of Loyalty Defining customer satisfaction based on his expectation. Differentiate Loyalty and satisfaction a which is more long term and important  more...

Customer Relationship Management ... and simply the overall success of the business. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Understand CRM definitions and concepts Realize why CRM is essential to the future of your company Understanding of the latest strategies that can lead to a profitable CRM philosophy for your company. Know what  more...

Customers types and behavior ...n we will know all what customer are all about. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: We will know the types of customers. We will know the color of customer as in mind set. We will know how to treat them right way with no problem or even if there is . We will know how to know which category are he or  more...

Foundation of Customer Service Program ...ality customer service, quality service measures. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Identify who the Customer is? Understand Customer Service definition. Understand what our client's expectations from us. Understand the foundations of providing excellent customer service. Realize the difference  more...

AT&T Certification for Managers ...nt techniques as you manage your Contact Center. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: How to integrate the contact centre vision into strategy "goal setting formula" Fundamental of project management in call centre environment Vendor management selection criteria Review the competency profiles for  more...

AT&T Certification for Supervisors The courses include lectures, case studies, individual & group discussion, assessment, calls simulation, video and audio tapes, energizers and games. Class size allows one-on-one interaction with the instructors and enables you to network effectively with colleagues and industry peers. These courses will help you better strengthen your coaching skills and team development techniques as you  more...

AT&T Certificate for Call Center Team Leaders The courses include lectures, case studies, individual & group discussion, assessment, calls simulation, video and audio tapes, energizers and games. Class size allows one-on-one interaction with the instructors and enables you to network effectively with colleagues and industry peers. These courses will help you better strengthen your coaching skills and team development techniques as you  more...

AT&T College of Call Center Excellence For Agents The courses include lectures, case studies, individual & group discussion, assessment, calls simulation, video and audio tapes, energizers and games. Class size allows one-on-one interaction with the instructors and enables you to network effectively with colleagues and industry peers. These courses will help better strengthen your agenta s overall skills and give them new techniques to improve  more...

Communication Skills Program ...nicating team which can benefit your organization. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: - Understand the communication definition and the importance of communication Skills. - Identify the communication process. - Realize communication barriers. - Explore new communication techniques and procedures. - Knowing  more...

Inbound Skills Program ... phone protocols through role plays and videos. Key Learning Objective and Outcomes: By the end of this programme, participants will have been able to: Recognize Fundamental inbound customer service skills. Understand difference between Call flow and Call customization. Master Listening skills. Empowering listening level & techniques. Understand the basic  more...

Business Writing Skills Program ...concepts, products, services, or ideas to others. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: - Identify primary information and focus readers' attention on it, - Write convincingly and persuasively, - Create letters, memos, reports, and email that consistently achieve the intended impact, and - Use a writing style and  more...

FACILITATION SKILLS Practice effective facilitation and group process skills. Identify the five stages of team development. Use listening skills, paraphrasing, asking basic and follow-up questions, how to form groups and achieve the learning objective efficiently. Applications for this workshop are in TQM facilitation and problem solving sessions for new and continuing teams.  more...