Catalog

Catalogs

Title	Duration (hours)	Description
Call Center Management: Employee Management	1.00	This course will cover how to reduce employee turnover, manage employee stress, and train employees.
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: 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 Management: Managing for Excellent Service	1.00	This course will cover how to set service levels, achieve service levels, and use reports.
Customer Service: Resolving Issues	0.50	This course will cover how to show appreciation to customers, especially those who have been difficult. You will also learn how to follow up with customers after resolving customer service problems.
Change Management: Coping with Uncertainty	0.50	This course will cover how to understand the emotions and responses experienced during the exploration phase, and identify what people need during the exploration phase. You will also learn how to identify the strategies to manage the exploration phase and identify the steps to manage the uncertainty in the exploration phase.
Effective Presentations: Presentation Process	1.00	This course will cover how to use a presentation process, prepare before making the presentation and overcome the fear of speaking, and deliver a presentation by using different aspects of voice. You will also learn how to use nonverbal communication aids.
Project Management - Advanced: Implementing Plans and Controlling Change	0.75	This course will cover how to use a project management information system, implement a work authorization system, and conduct mid-project evaluation. You will also learn how to identify the information and supplies needed to control project change, implement a change control system, and identify control maintenance methods.
Project Management - Basic: Budgeting and Cost Control	0.75	This course will cover how to use capital budgeting and depreciation methods for project budgeting. You will also learn how to control project costs, calculate cost and schedule variance, and calculate a project’s estimate at completion (EAC) and variance at completion (VAC).
Excellence in Service - Advanced: Service Standards	1.25	This course will cover how to use service standards to improve service in an organization. You will also learn how to monitor service standards and establish customer service as managers.
Business Etiquette: Professional Conduct	0.75	This course will cover how to use the Internet appropriately and how to identify and handle ethical dilemmas and maintain loyalty and confidentiality in the workplace. You will also learn how to handle personal issues in the workplace, such as flirting, dating, office romances, and sexual harassment.
Sales Skills: Advanced: Gaining Customer Commitment	1.00	This course will focus on building relationships with clients, identifying the stages of need, helping clients envision their needs, and satisfying needs through negotiation.
Sales Skills: Advanced: Effectively Closing a Sale	0.75	This course will focus on demonstrating the benefits of your product or service to others, confirming the client’s commitment by recognizing and responding to signals, and closing the sale and following up with the client.
Sales Skills: Basic: Sales Fundamentals	0.75	This course will focus on describing and implementing the sales process, working with clients to understand their decision-making process, and defining common sales terminology.
Sales Skills: Basic: Your Professional Self	0.75	This course will focus on developing positive personal characteristics, establishing credibility, and behaving professionally with clients.
Sales Skills: Advanced: Developing a Winning Strategy	0.50	This course will focus on examining consulting strategies and developing solutions for clients.
Sales Skills: Basic: Handling Clients	1.50	This course will focus on finding your clients by prospecting, making sales calls, and networking; connecting with your clients by increasing your visibility, developing business allies, and putting them at ease; and examining the problem-solving process, and finding solutions for clients’ problems.
Call Center: Telephone Service Fundamentals	0.75	This course will focus on how to analyze the importance of good telephone service and develop a positive attitude and interpersonal skills. You will also learn how to greet customers.
Business Finance: Stand-Alone Risk	0.50	This course will focus on how to classify risks and perform probability analysis and derive the expected rate of return. Learners will also learn how to calculate the standard deviation on a potential investment, and interpret the coefficient of variation.
Business Writing: Letter Proposals	0.50	This course will focus on how to create a letter proposal. You will also learn how to format a letter proposal to make it visually appealing.
Excellence in Service - Advanced: Customer Loyalty	1.00	This course will focus on how to create customer loyalty through dedicated employees and identify the fundamentals of customer loyalty. You will also learn how to understand your customers and make service memorable.
Project Management Essentials: Project Change Control	0.75	This course will focus on how to define project change control and how to identify the steps in accommodating the changes in a project.
Project Management Essentials: Project Scheduling	1.25	This course will focus on how to develop a project schedule by using CPM, PERT, project network diagrams, arrow charting, and Gantt charts and how to dentify the benefits of CPM and PERT, the critical path, and the methods of duration compression.
Time Management: Time Management Plans	1.00	This course will focus on how to develop a time management plan to help identify and achieve goals and organize your day by creating a daily plan and avoiding obstacles.
Project Management Essentials: Activities and Dependencies	0.75	This course will focus on how to identify project activities and recognize the types of project activities and the categories of dependencies and dependency relationships, analyze activities by creating an activity analysis form, and estimate the time duration and cost of project activities.