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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]

Customer Support Team Leader Certification
Course Format: Classroom
The customer support team lead serves many important roles in the support center. For help desk customers, the support team leader is a customer advocate. For support center professionals, the team leader is a organizational role model and a source of instruction, motivation, inspiration, guidance, and confidence. And, for the organization, the team leader is management’s agent for comm...
 

Monitoring and Coaching
Course Format: Classroom
This call center training course is ideal for managers, supervisors and call center leaders who wish to set the right objectives, focus on the things that matter most and coach their workforce for peak performance! Create new or transform your existing coaching program to be more effective and experience the benefits¡ªhigher agent performance, increased employee satisfaction and more satisfi...
 

Project Management
Course Format: Classroom
Project management is the application of knowledge, skills, tools, and techniques to a broad range of activities in order to successfully meet predetermined project requirements. In this training course, you will be introduced to the best practices of project management. With hands-on activities, you’ll become an expert in effectively managing all phases of a project. This 3-day training s...
 

Management and Leadership Skills for New Managers
Course Format: Classroom
Being an effective leader requires not only excellent technical skills, but also interpersonal and management skills. This management training course will provide you with essential knowledge required to handle various challenges faced by a new manager. The four day intensive training will prepare you to identify and utilize your unique leadership style, understand the attitudes and abilities o...
 

Managing a Help Desk Improvement Project
Course Format: Classroom
This help desk project management training seminar provides an approach to support center development and customization that will radically improve your organization. During this training seminar you will learn a complete set of knowledge center solutions, from agent training to queuing theory and everything in between. Who Should Attend This 3 day training course is for help desk designer...
 

Support Center Manager Certification
Course Format: Classroom
This help desk training course presents best practice standards and skills that professionals need to successfully manage both strategic and tactical components of a help desk organization. In addition, the training seminar provides participants with an awareness and understanding of the Information Technology Infrastructure Library (ITIL) best practice framework and its application. After atte...
 

Call Center Strategic Planning
Course Format: Classroom
This call center leadership training course is specifically designed for those with strategic and leadership responsibilities and offers a forum unparalleled in the industry for developing call center direction and priorities. The seminar presents new perspectives and peer-to-peer discussions on how to lead your call center in the right direction. You¡¯ll collaborate with other executives who ha...
 

Implementing Six Sigma in Call Centers
Course Format: Classroom
This comprehensive call center six sigma training course will help the participants apply a disciplined approach that uses data and statistical analysis to measure and improve your organization’s call center performance, by identifying and eliminating defects in service-related processes. While there are many Six Sigma training programs available for manufacturing, this training semina...
 

Designing Six Sigma Call Centers
Course Format: Classroom
You will learn what Six Sigma design is, and how to apply it in call centers. You will not be overwhelmed with baffling rules, frustrating formulas, and confusing tables that may be useful only in theory. Instead, you will discover the proper tools to use at the right time to achieve maximum benefit. This class cuts straight to designing for six sigma results and an optimized call center.
 

Introduction to Call Center Technology
Course Format: Online
This instructor led online training course will provide an overview of the many technologies used in the incoming call center to improve customer service and maximize efficiency of the center. Three categories of technologies will be presented: The first part of the workshop will focus on various call routing and delivery mechanisms for getting the call to the agent desktop. The second pa...
 

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