Inbound Call Center Management

Duration: 6.0

Incentives can help call centers minimize agent turnover. This Business Impact examines what makes a rewards and recognition program effective.

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Duration: 26.0

A positive workplace is paramount to your organization's long-term success. As a manager, you play a key role in establishing and maintaining good morale in your work environment, and noticing when negativity takes the place of positivity. As a leader, you can foster a positive environment by communicating honestly, respecting and supporting others, and maintaining a good attitude. This course will introduce you to best practices for creating a positive work environment. You'll learn the benefits of establishing a positive environment, its characteristics, and concrete steps to create one. You'll also explore how to recognize the signs and impact of negativity, and how to take corrective action if necessary.

• identify the characteristics of a positive workplace
• identify management techniques you can apply to create a positive work environment
• select techniques of interacting personally with employees to foster a positive work environment
• recognize the signs of a negative work environment
• identify the impacts of a negative work environment
• choose managerial behaviors that can improve a negative environment
• recognize tactics that create a positive workplace

Duration: 24.0

As a customer service representative (CSR), creating a support culture that focuses on your customers' needs is key. In this course, you'll learn how to project an excellent service attitude that will enhance your interaction with your customers. You'll also explore how to establish effective customer relationships and involve customers in problem solving. In addition, you'll discover methods to communicate effectively in a cross-cultural customer support center or help desk environment.

• recognize examples of customer support provided with an excellent service attitude
• identify personal methods of projecting an excellent service attitude
• recognize examples of techniques for establishing effective customer relationships
• recognize the steps to encourage customer involvement in problem solving
• match the methods used for effective cross-cultural communication to examples
• recognize how language barriers can impact your communications with customers

Duration: 6.0

This Business Impact explores the benefits of employing a knowledgebase to provide call-center employees with a searchable repository of information and practical experience.

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Duration: 6.0

Planning for disaster is important for all companies. This Business Impact explores the communications aspect of disaster recovery strategies for holding on to top performers.

Duration: 6.0

This Business Impact explores how a call center can play a vital role in the financial success of a company, generating revenue to sustain itself and drive future business.