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ITIL® 2011 Edition Overview: Introduction to the ITIL® Framework

Overview/Description A process or group of processes in place to manage the work of an organization, regardless of how meticulous and detailed it may be, is useless without being organized in some fashion. A planned structure is essential for ensuring success in managing IT functions in any organization. This course provides an introduction to the ITIL® Framework. Specifically, this course introduces the ITIL® Service Life Cycle and the five stages within the life cycle. The course covers an overview of Service Strategy, Service Design, Service Transition, Service Operation, and Continual...

Listening to your Customers

Overview/Description The key to effective communication is practicing good listening skills. This Business Impact explores the concept of active listening and the crucial difference between hearing and understanding. Target Audience Salespeople whose job it is to personally sell products or services in a professional, corporate, capacity, along with those in training for such roles. Expected Duration (hours) 0.1 Lesson ObjectivesListening to Your Customers

Managing Your Call Center More Efficiently

Overview/Description This Business Impact explores the benefits of employing a knowledgebase to provide call-center employees with a searchable repository of information and practical experience. Target Audience Call Center Representatives, Supervisors and Managers Expected Duration (hours) 0.1 Lesson ObjectivesManaging Your Call Center More Efficiently

Preventing Agent Absenteeism through Better Working Conditions

Overview/Description Excessive agent absenteeism is an issue for many call centers. This Business Impact examines a strategy for minimizing the problem. Expected Duration (hours) 0.1 Lesson ObjectivesPreventing Agent Absenteeism through Better Working Conditions

Prioritizing Rewards and Recognition in Call Centers

Overview/Description Incentives can help call centers minimize agent turnover. This Business Impact examines what makes a rewards and recognition program effective. Target Audience Call Center Representatives, Supervisors and Managers Expected Duration (hours) 0.1 Lesson ObjectivesPrioritizing Rewards and Recognition in Call Centers

Quality in a Support Center

Overview/Description Customers who experience problems with your service represent a significant challenge to your company. If the support center is able to deal with incidents efficiently, your company can benefit enormously. Reputation and customer satisfaction can be restored and procedures can be established to recognize and prevent future incidents. This course examines the processes involved in incident management and how a support center can use them to best effect. The course introduces the concepts behind incident management, demonstrates how to deal with and close incidents...

Shaping the Direction of Customer Service in Your Organization

Overview/Description There are several defining moments or moments of truth that can make or break every service transaction. To successfully navigate these moments of truth, it's important for service organizations – and specifically customer service leaders – to add value to a customer's experience by creating and implementing strong, clearly-defined service standards. To implement effective standards and strategies, it's crucial that you stay attuned to customer needs and expectations, building a dynamic, adaptive service strategy based on input such as market research and customer...

Support Center Services and Work Environment

Overview/Description The keys to success are creating a support culture that focuses on your customers' needs and building up your support team's skills and knowledge to provide that support. This course is intended to introduce the learner to the basic levels of service commitments, ethics, and attitude expected of customer service representatives. Best practices, personal accountability, enhancing the image of the organization, and the work environment are covered. This course helps to prepare learners to work in a customer support center or help desk environment. Target Audience...

Support Center Tools, Technologies and Metrics

Overview/Description Customers contacting Support Centers expect the same level of professionalism each time they interact with a Customer Service Representative (CSR). To ensure this consistently high level of service, the CSR can draw an array of management tools and processes that both guide and measure his performance. This course is intended to demonstrate the management and measurement tools a professional CSR is expected to use when dealing with individual customers and participating in the overall operation of the Support Center. The skills and knowledge required include how to use...

Team and Customer Relationships

Overview/Description This course will familiarize the learner with the underlying benefits and skills needed to establish team and customer relationships. Teamwork is a critical component of a support center. This course looks at the individual responsibilities of each team member, as well as the team as a whole. It also addresses the role of strong leadership in building and maintaining successful teams. In a support center, customer relationships are everything – and communication is king! Many customer problems are caused by communication breakdowns. This course explores how to avoid...

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