QPRT Suicide Risk Assessment and Training

Online Training Directory
Demonstrate a greater return on investment, develop and maintain formal procedures for increased productivity and consistency, implement methodologies to improve first contact resolution, and manage customer perceptions. Learn to use industry trends to run your organization effectively. This online course is a practical alternative for busy customer support professionals.

Managers must master the tools and techniques for establishing the customer support center as the focal point for technology in the corporation. Whether implementing a new customer support center or rejuvenating an existing one, this course will present a renewed vision for leading the support team. Managers will discover how to promote the support organization to customers and management. They will learn the framework for a world-class customer support center, as well as how to build and retain a qualified team of professionals. This self-study course addresses the importance of managing the customer support center?s image and exceeding customer expectations by elevating customer care and professionalism.
This is primarily online training
on-line e-learning cbt (computer based)This is an online eLearning or CBT training program
Training Presented in:English
Training Provided by Online Training Directory
  • L asked: I am interested in finding out about online training options, especially a "train the trainer" option for our staff.
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  • M asked: I need a cost-effective way to provide this training every - years (online or via a trainer--trainer format) to the psychotherapists on staff (including myself) at the - in the Seattle area.
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QPRT Suicide Risk Assessment and Training
Outcomes Please See Below. Assessment The CHDM Certification consists of two parts: class attendance and a certification exam. Course delegates will have four weeks from the class date to complete the web based certification exam. Course delegates are given 2? hours to complete the 50-question exam and must achieve at least 90 percent accuracy in order to obtain certification. If necessary, an STI Knowledge Certified Instructor will review the exam and help the participant plan for success.Should the student need to retake the exam there is a $95 retake fee.

Course Description

Managers must master the tools and techniques for establishing the customer support center as the focal point for technology in the corporation. Whether implementing a new customer support center or rejuvenating an existing one, this course will present a renewed vision for leading the support team.

Managers will discover how to promote the support organization to customers and management. They will learn the framework for a world-class customer support center, as well as how to build and retain a qualified team of professionals. This self-study course addresses the importance of managing the customer support center?s image and exceeding customer expectations by elevating customer care and professionalism.

Help Desk Managers will learn to:

  • Implement industry Best Practices
  • Establish the value of the support center through the selection of technology and resources to maximize effectiveness
  • Build a vital support team through innovative hiring, training and retention techniques

Prerequisites: Course delegates should be familiar with the basic concepts of a customer support center, its purpose and the primary tasks it performs. No previous customer support center management experience is required. Completion of the Certified Help Desk Professional? (CHDP) course is recommended.

The Interactive Study program includes the course manual and the self-study workbook. Webinars hosted by a Certified Master Instructor provide additional training. Tutor accessibility is available to course delegates via email.

Outcome

All outcomes are represented below and listed as Help Desk Activities that a student would be expected to demonstrate and engage in upon successful completion of this program.

Evolution of the Support Industry ? Support Models of the past ? Merging into a Knowledge Center ? Benefits of a Knowledge Center ? The Support Maturity Curve ? The Knowledge Center''s Role in the Business

Establishing the Value of the Support Center ? Effect Equals Cost ? Change Management?s Perception ? Understanding the Cost to Maintain the Organization ? Establishing the Value of the Support Center ? Return on Investment ? Find the Money

Framework for a World-Class Knowledge Center ? The Mission Statement ? Service Level Agreements ? Create a Service Level Agreement ? Standard Operating Procedures ? Creating Standard Operating Procedures ? Framework Alignment

Tools and Technology ? The Drive Towards an e>Support Knowledge Center ? e>Support Defined ? The Components of an e>Support Knowledge Center ? Case Management Software ? Knowledge Base Tools ? Telephony Technology Tools ? Other Customer Support Tools ? The E>Support Contact Engine ? Selecting Tools and Technology

The Physical Environment of a Support Center ? Structural Considerations ? Centralized Structure ? Decentralized Structure ? The Importance of Ergonomics

Staffing the Support Center ? Determining Staffing Levels ? Calculating Gross Staffing Model ? Recruiting and Hiring the Right Candidate ? Scheduling

Training ? The Importance of Training ? The Adult Learner ? Support Center Training Methods ? Improving your Training Process ? Measuring Training Effectiveness ? Evaluating Training Programs ? Motivation and Retention ? Building an Incentive Program

Managing a Successful Support Center Team ? Building a World-Class Team ? Effective Management Behaviors ? Understanding Your Current

Management Style ? Power-Based Management ? The Management Cycle ? Performance Metrics ? Defining and Understanding Metrics ? Reporting ? Call Monitoring and Quality Assurance ? Coaching a World-class Team ? Positive Progressive Discipline

Market the Support Center ? Importance of Marketing ? When to Market ? Who to Market To ? How to Market

Our self-paced curriculum lets you control when and where you get certified, with the same content as our traditional course. But don''t worry - you''ll have a tutor available to answer your questions throughout the course, and live bi-monthly Webinars conducted by STI Knowledge Master Instructors to Director''s have 8 WEEKS to take the certification test.

Contact Hours: 24
About The Training Provider: Online Training Directory
Online Training Directory - JER Online (JER Group, Inc.) lists over 1000 , cost affordable, non-credit Courses and Certificates in its own proprietary online catalog. We are always adding "more courses...all the time " to a growing inventory. The courses and certificates that comprise JER Online s course catalog are developed by (1) JER Online, (2) a growing number of accredited .edu partners and by (3) corporate...
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