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Call Centre Courses
HELP DESK SKILLS - Delivering Exceptional Service LevelsThis practical workshop highlights the need for excellent communication skills in the very specific help desk environment, which leads to customer satisfaction, by promoting a service attitude. Delegates, who will be from a call centre/cus... |
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CALL CENTRE MANAGEMENT - Achieving A Professional Modern ManList the critical success factors in the role of Call Centre Manager Define the competencies required for Call Handlers Demonstrate the people management skills required to operate in a call centre environment Work with business measu... |
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Call Centre - Outbound Sales SkillsTo help delegates understand the importance of effective communication on the telephone. Using this knowledge they will be able to construct a framework to ensure successful preparation and outcomes to all their telesales calls. ... |
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Improving Back-Office Productivity, Quality & ProcessesLearn the best ways to measure and improve the productivity and quality of your people and business processes.... |
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Customer Support Specialist (CSS)This course is predominantly intended for staff new to the telephone customer support environment. However, it is also an extremely useful 'refresher' course for all staff who regularly use the phone to support customers both internal and ... |
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Help Desk Analyst Part 1 (HDA 1)Part One (HDA 1) encourages delegates to participate in group exercises and discussions where they will identify the role and responsibilities of the modern help desk, and debate and determine the necessary attributes, skills and knowledge ... |
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Help Desk Analyst Part 2 (HDA 2)Part Two (HDA 2) of this interactive course looks at the more commonly used support methodologies and tools utilised. Delegates are encouraged to participate in discussions and group exercises that should enrich their knowledge and underst... |
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Help Desk Analyst (HDA) Fast TrackThis fast track course has been developed to cover the agreed standards and objectives for the Help Desk Institute's Help Desk Analyst qualification. The course content matches that of HDA 1 and HDA 2 but is delivered in a more intensive f... |
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Help Desk Senior Analyst (HDSA) Fast TrackThis fast track course has been developed to cover the agreed standards and objectives for the Help Desk Institute's Help Desk Senior Analyst qualification. The course content matches that of HDSA 1 and HDSA 2 but is delivered in a more in... |
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Help Desk Manager Part 1 (HDM 1)Part One (HDM 1) of the course reviews the delegates' understanding of the environment in which they work, their position in that environment and their perception and understanding of the current market place in which their organisation ope... |
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