Instructor Led Program Training in Egypt - Training Resources

AT&T Certificate for Call Center Team Leaders ...sented on your site and customized to fit your needs. The program is designed to focus on improving the skills needed to add value to job performance and exceed customer expectations. The class size is controlled to maximize the personal experience. Classes are small enough for one-on-one interaction with the instructors, yet large enough to share experiences and encourage peer learning.  more...

Culture Diversity Program ...in the ways they interact with their environment. In this program we will cover various cultural issues and pitfalls to recognize values, beliefs 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  more...

Problem solving and decision making ...Program Overview: Effective decision makers are those rare individuals who are able to consistently identify and choose the best option among multiple alternatives. In this program, you will be provided with the training and tools necessary to become an inventive, logical decision maker. You'll explore a structured way to approach and dismantle problems, and you'll learn to clarify problems  more...

Outsourcing Management ...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 Audience:  more...

Quality calibration and call monitoring ...tem, and link the Quality calibration and 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  more...

Stress management ...oring your sense of well being when things go wrong. This program is designed to help you reduce stress, identify where it is coming from and provide you with tools, techniques and strategies to keep it under wrap. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Recognize the nature of stress. Clarify stress and its effect on  more...

Team building ...ey 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 of well-functioning teams. Clarify effective team  more...

Time Management ...t always run out of time before you run out of work. This program is designed to improve your time management skills so you can work 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  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 ...ey 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 ...ey 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  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 ...y when you are working in the big competitive world. This program is designed to improve your presentation skills to get things done! Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Learn presentation techniques and preparation. Identify the structure of the presentation. Use visual aids in presentations  more...

Project Management ... milestones, minimize risk, and measure progress. In this program we will highlight various project management knowledge 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  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 ...iona s ability to survive and remain competitive. This program provides the knowledge and skill practice to empower and equip managers to help their employees meet the challenges and 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  more...

Conflict Management ...ey 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 the conflict management style of themselves and others.  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 ... 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. Learn how to overcome objections and resistance.  more...

Customer Focused Selling Skills ...d Selling is comprehensive and flexible sales development programs that will train your sales force to build successful business relationships by helping customers achieve both their business and personal objectives. Customer-focused Selling teaches your team a plan for developing an understanding between the customer and your salespeople throughout the sales process. Key Learning  more...

Master Outbound Skills Effectively Managing Outbound Calls teaches the skills to prepare for outbound calls and how to deal with them. The learner is also stepped through the preparation to make outbound calls including stress management. Leaving voice mail messages, developing secondary contacts, and delivering negative messages are also covered. Finally, the learner is guided through procedures to make persuasive  more...

Negotiation Skills ... competencies to always achieve win-win outcomes. This program examines tools and techniques managers and executives need 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  more...

Complaints handling ...e that every customer experience is a memorable one. This program aimed at those people with direct contact with your customers whether it is face to face, on the telephone or via the internet. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Knowing what is anger, and the relation between it and the ability of negotiate.  more...

Customer Loyalty and Retention Program ...program, you will learn about each facet of the customer satisfaction measurement process, from determining objectives and cost justification through design, execution, and application of the results to your organization's customer relationship management operations. You will also have the opportunity to begin work on a real customer satisfaction survey, if you are about to embark upon a  more...

Customer Relationship Management ...ey 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 customer relationship management is, and what is required  more...

Customers types and behavior Dealing with customer are one of the most important things we have to know and show , it is a very well skill that few have . At this section 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.  more...

Foundation of Customer Service Program ...ce is a requirement in today's business environment. This program is a comprehensive program that provides a strong foundation of skills and knowledge to succeed in the customer service industry. We will highlight various knowledge areas which cover evolution of customer service, value of customer service, reasons and impacts of bad service, dimensions of quality customer service, quality  more...

AT&T Certification for Managers ... 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 effective hiring Effective reward and recognition  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 ... confusion, wasted effort and missed opportunity, in this program we will cover the basic process of communication and then we will cover some of the most difficult communication issues, how to listen firstly and carefully in order to speak in an effective way, how to improve your communication skills and how to create a well communicating team which can benefit your organization. Key  more...

Inbound Skills Program ...ey 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 speaking components. Identify the power of voice.  more...

Business Writing Skills Program ...Program Overview: We are living in a time when effective business writing and communication skills are essential. Business writing styles have changed. If you or your team are not using updated business writing techniques, you may be jeopardizing a new deal, an ongoing project, or a successful client relationship. A great deal of our business is now done over the Internet and through  more...

Fire Fighting Lately, the increased number of fires in companies and business establishments on the national level have been accompanied by increased losses and casualties. Such losses were attributed to the lack of training on fire safety measures and firefighting within establishments. This training program aims to alleviate preventive awareness of employees working within different establishments in a  more...

Advanced Presentation Skills Workshop Are Presentations important in your organization to be noticed amongst colleagues, management and customers? Did you know that the "Fear of Public Speaking" is ranked the highest, whereas, "fear of death" is ranked number seven? "Presentations" play a vital role in projecting the company's image to customers. It is also a tool through which leaders determine potential for higher management  more...

Egyptian Social Insurance and Labor Laws - Arabic ... Act No. 79 or the year 1975 This specialized training program aims at providing participants with the context of legislative concepts of the social security law, being the applied outset which ensures the integration between legal requirements and the flow of work within the establishments, in areas concerning the law and its applications Egyptian Labor Law No. 12 of the Year 2003  more...

Succession Planning Career Path * Setting an approach for successora s development within your organization * Defining the positions which are earmarked for great impact into your business * Develop calibers into vertical or horizontal role * Take the decision of developing from hiring internal pool of talent or external labor market supply * Identifying the required skills and competencies  more...

Performance Appraisal The observations and understanding of the performance appraisal process helped reduce a monumental task into something much more manageable. The term performance appraisal has been called by many names, including performance review, performance evaluation, personnel rating, merit rating, employee appraisal or employee evaluation. A performance appraisal has been defined as any personnel  more...

Enterprise Resource Planning for Business Although the benefits that can be achieved from a successful ERP system implementation, there is already facts of high failure risks in ERP implementation projects. Too often, project managers focus mainly on the technical and financial aspects of the implementation project, while avoiding or putting less effort on the non technical issues. Therefore, one of the major training issues in ERP  more...

Egyptian Labor and Social Insurance Laws - English Today's organizations demand that HR function should provide a real value-added service. This requires a sharp business focus on integrated high quality HR systems. One of the major subjects within the HR activities is the correct application of both Labor & social Security Laws This program will provide a major opportunity for participants to review, reflect and focus on their existing  more...

Developing Marketing Strategy ...program is to help participants in the field of Developing Marketing Strategy to attract, maintain & satisfy customers. We will learn all the necessary skills & techniques to achieve our desired strategy and overall objective of our business. During the hands-on Workshop, participants will not only learn all the latest techniques but actually develop a strategy that will work with their  more...

Accounting for Non Accountants This Program Aim to Introduce Accounting for Non Accountants Including Concepts, Explanation Items and Accounting Statements Including Budget Cost Accounts Reports and Method of Preparation for All Concerned Positions and Specialization Which Have no Background of Accounting and Related Topics.  more...