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Customer Service training courses and schools
Customer Service Skills and Management

School: The Resource Center for Customer Service Professionals LLC
[All Courses]

CALL CENTER FINANCE
Course Format: Classroom
This call center training course provides a practical approach to cost management. You will study the relationships between all aspects of the organization’s cost structure. You will understand where the call center’s costs fit in, how to manage your call center’s cost, and techniques for reducing your cost without sacrificing performance. The training seminar covers: Fin...
 

Telecom Service Inventory Management and Cost Control
Course Format: Classroom
This telecommunication training course shares a step-by-step methodology that enables companies to gain control over telecom services, inventory, and costs. It includes three core modules: Inventory Identification and Management Invoices and Contracts Cost Control Management Together, these modules provide the fundamental building blocks of a proven methodology that will enable you to...
 

Business, Finance and Accounting Essentials for IT Managers
Course Format: Classroom
This brand new IT management training course presents skill sets that every successful manager must possess. To excel in a world of increased globalization, outsourcing and off-shoring, IT managers must increase their business acumen and sharpen their focus on contributions that will distinguish them from others. It is critical in today’s business world of fierce competition and cost cutti...
 

HELP DESK METRICS
Course Format: Classroom
This help desk management training course provides knowledge on how to prepare, analyze, or apply information need the tools and background to implement a reporting system. Attend this taining seminar and you’ll go back to work with a practical, real-world, look at how to prepare information for effective help desk reports. This three day training course prepares participants so they won&#...
 

Call Center Metrics, Data Analysis, & Reporting
Course Format: Classroom
This call center management training course focuses on how to prepare information for effective call center reports. Call center managers who prepare, analyze, or apply information need the tools and background to implement a reporting system. The seminar prepares participants so they won’t be overwhelmed with baffling rules, frustrating formulas, and confusing tables that may be useful on...
 

Maximizing Sales Results in Call Center
Course Format: Classroom
This hands-on, outbound call center sales training course presents proven practices in the areas of hiring, incentives, sales coaching and retention of top performers and is specifically created for Vice presidents, directors and managers. This is an application-oriented training which will transform the way you approach sales in your outbound call center. Educate yourself on 20 proven sales ma...
 

Increase Call Center Employee Retention
Course Format: Online
This instructor led online training course takes a look at the turnover problem running rampant in today’s centers. We will discuss the main reasons employees leave (as well as the reasons they list for why they stay) and which of these are actually under management’s control. Through a case study exercise, see how to calculate the true cost of turnover in a typical contact center and...
 

Recruiting, Screening, and Hiring
Course Format: Online
This instructor led online training course provides tips and guidelines for creating a more effective hiring process. You will be able to predict how those candidates you’re interviewing would perform on the job and how long they will stay. You will learn proven strategies for creating an effective recruiting pool and how to "skim the cream" to select the individuals who will be ...
 

Call Center Agent Retention Strategies
Course Format: Classroom
By participating in this two day call center training course you will develop awareness, competence and support for improved retention throughout your organization. Agent turnover is a silent killer of call center productivity-yet it’s a solvable problem. Learn new ways to actively engage agents on all levels and build a culture of retention with long-term payoffs. Attend this one-of-a...
 

Call Center Workforce Management
Course Format: Online
Workforce management is the process of getting the "just right" number of staff in place every hour to maximize service and minimize cost and it’s one of the most important planning and management functions in the call center. In this instructor led online training course you will learn about the implications of getting the numbers wrong, as well as the step-by-step process of ef...
 

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