Catalog

Catalogs

Title	Duration (hours)	Description
Call Center Management: Managing for Excellent Service	1.00	This course will cover how to set service levels, achieve service levels, and use reports.
Call Center Management: Call Center Technology	0.75	This course will cover how to select automatic call distributors, identify benefits of skill-based routing, and identify technologies to manage and monitor calls. You will also learn to determine call load and staffing.
Call Center: Effective Call Handling	1.00	This course will cover how to satisfy customer needs effectively and handle challenging calls and close calls.
Call Center Management: Employee Management	1.00	This course will cover how to reduce employee turnover, manage employee stress, and train employees.
Customer Relationship Management: CRM Implementation	0.50	This course will cover how to redesign your work processes, and identify reasons to implement CRM in stages. You will also learn how to implement CRM.
Effective Presentations: Question-and-Answer Session	0.50	This course will cover how to prepare to answer questions and conduct a question-and-answer session. You will also learn how to handle challenging questions and audiences.
Project Management - Advanced: Planning, Soliciting, and Selecting	0.50	This course will cover how to plan to solicit contractors. You will also learn how to evaluate proposals and identify the importance of negotiation in selecting contractors.
Project Management - Intermediate: Planning and Distributing Information	0.75	This course will cover how to plan for communication during a project, and identify factors that influence people’s perception of communication. You will also learn how to identify the most appropriate method for distributing information, determine the number of lines of communication in a given context, identify common barriers to effective communication, and facilitate trust and strong working relationships.
Career Development: Professional Networking	1.25	This course will cover how to network effectively to advance your career and define your needs, choose a mentor or a coach, and find a sponsor to seek career guidance. You will also learn to communicate effectively and build strong relationships to develop your career network.
Call Center Management: Employee Motivation and Monitoring	1.25	This course will cover how to motivate employees, communicate effectively with employees, and evaluate employee performance. You will also learn to identify methods for monitoring employees.
Project Management - Advanced: Project Integration and Plan Development	0.50	This course will cover how to measure data during project integration and differentiate between project and product life cycles. You will also learn how to identify the importance of developing a project plan, the elements of a project plan, the key input required for project plan development, and methods used in project plan development.
Customer Relationship Management: Preparations for CRM	1.00	This course will cover how to manage and reduce costs associated with CRM implementation. You will also learn how to plan CRM implementation.
Career Development: Career Excellence	1.25	This course will cover how to maintain productivity, develop self‑discipline, and be professional. You will also learn how to establish a professional image and promote yourself within and outside of your organization. You will also learn how to take advantage of skills and talents, learn new skills, and compete with yourself.
Business Etiquette: Communicating in the Workplace	1.25	This course will cover how to introduce people properly and identify actions to take when being introduced as well as how to be an effective conversationalist and handle conversational faux pas. You will also learn how to follow meeting protocol and etiquette.
Project Management - Basic: Project Initiation and Scope Planning	1.00	This course will cover how to initiate a project, identify project deliverables, use effective project selection methods, identify project constraints, and write a project charter. This course will encourage you to create a scope statement, create a statement of work, and follow a scope management plan to prevent scope creep.
Effective Presentations: Presentation Mechanics	0.50	This course will cover how to incorporate visual aids and understand the types of visual aids. You will also learn how to display and create visual aids.
Excellence in Service - Advanced: Service Teams	1.50	This course will cover how to implement proper training and empower employees and motivate employees and reinforce desirable behavior in them. You will also learn how to build customer service teams and select the right employees and conduct an interview.
Business Accounting: Stockholders' Equity	1.50	This course will cover how to identify various types of stocks and calculate the value of a corporation’s stock as well as how to use financial ratios to calculate book value and market value per share. You will also learn how to identify the components of stockholders’ equity and report stockholders’ equity on financial statements.
Customer Relationship Management: CRM Basics	1.00	This course will cover how to identify the types of customer relationship management and their goals. You will learn how to develop a customer relationship management program.
Change Management: Adapting to Change	0.75	This course will cover how to identify the truths and misconceptions about change and understand the difference between change and transition. You will learn how to identify the factors that affect the response to change and list the styles of response. You will also learn how to identify the feelings arising during the endings phase and identify the strategies to manage the endings phase.
Change Management: Change Process	0.50	This course will cover how to identify the steps of a change process, analyze a change situation and identify important aspects of change, and choose an action and identify the restraining and driving forces. You will also learn how to create a sense of urgency, set goals, motivate employees, delegate, and prevent failure as well as how to identify the methods of monitoring the progress of a change.
Project Management - Advanced: Execution, Control, and Project Closeout	0.75	This course will cover how to identify the steps in the executing process group, close out a project, identify the importance of writing closeout reports, and identify methods to terminate a project. You will also learn how to measure, monitor, and adjust aspects of a project to produce a desired outcome.
Project Management - Intermediate: Staff Acquisition and Team Building	1.00	This course will cover how to identify the right team members for a given project, negotiate for project staff, and identify categories of personnel problems. You will also learn how to develop a project team, overcome barriers to effective team development, and apply motivational techniques.
Project Management - Advanced: The Project Management Process	0.75	This course will cover how to identify the project management process groups and variables and differentiate between product-oriented processes and project management processes. You will also learn how to initiate and plan a project.
Project Management - Basic: Scope Definition, Verification, and Change Control	1.50	This course will cover how to identify the process and benefits of scope definition and verification, and develop a work breakdown structure (WBS) and work package. You will also learn how to identify the types of information that stakeholders need in order to verify a project’s scope, and determine the timing of scope verification. You will be able to better understand how to control changes in project scope, identify the benefits of a scope change control system, and describe why it’s important to create a project database.