Management Certification On Demand
EFFECTIVE TRAINING THAT IS EASY TO TAKE AND ON DEMAND
Our faculty just finished developing 10 new courses for you to take online. CCCE's online courses are "Just in time" learning. We know you have a tough schedule and can't always attend scheduled learning. That is why we designed our online course to be taken "On Demand". That means you start and stop when you want. The course will remember where you left off. Here is HOW TO TAKE THE COURSE.
At The College of Call Center Excellence, our job is to make sure that you and/or your team actually learn the material we have to offer. That's why each student will have access to our help forums to post questions to our faculty and other students about the material. Our available courses are listed below. Click the course name to view more information for each course.
Management Certification On Demand Package
As with any job time to train can be time consuming, with On Demand learning you can learn at your pace and time schedule. This combined package allows the student to take the courses when time permits and offers a great discount while at the same time receiving a Management Certification Certificate. Purchase all 10 On Demand courses and receive a 20% discount! All this from a company you can trust and has trained over hundreds of individuals worldwide.
Available Courses
Call Center Analytics and Reporting Price: $129.00
Course Outline:
- Introduction to Reporting
- Designing Effective Reports
- Corporate Information Needs
- Types of Reports
- Collecting Key Customer Data
- Managing by the Numbers
- Customer-Driven Change
- Call Center Performance Evaluation
- Conclusions
- At the end of each Module there is a quiz
- After completing all modules there is a final online test to pass the course... More Information>>>
Call Center Call Quality Monitoring and Coaching Price: $129.00
Course Outline:
- Introduction to Call Monitoring and Coaching
- Call Recording
- Call Monitoring, Scoring and Evaluating
- Agent Coaching
- The Emerging Model
- Call Evaluation Outsourcing
- ROI Considerations
- Quality Monitoring Solution Providers
- Conclusions
- Course takes about 2.5/3 hours
- At the end of each Module there is a quiz
- After completing all modules there is a final online test to pass the course... More Information>>>
Call Center Caller Satisfaction Measurement Price: $129.00
Course Outline:
- Introduction
- Survey Design
- Survey Fielding Data Collection Methods
- Survey Analysis
- Change Initiative Execution
- Driving Change Throughout Organization
- Most Caller Satisfaction Programs Don't Have an Impact
- Quantifying the Value of Customer Satisfaction
- ROI Approaches for Customer Satisfaction Initiatives
- Caller Satisfaction Solution Providers
- Conclusions
- Course takes about 3/3.5 hours
- At the end of each Module there is a quiz
- After completing all modules there is a final online test to pass the course... More Information>>>
Call Center Caller Self-Service Price: $129.00
Course Outline:
- Introduction to caller self-service
- Giving callers channel alternatives
- IVR self-service technologies
- Conducting a self-service pilot
- Voice response optimization
- Impact of calls on brand image
- Feeling the pain – making it personal
- Caller self-service value proposition
- Conclusions
- At the end of each Module there is a quiz
- After completing all modules there is a final online test to pass the course... More Information>>>
Call Center Human Resource Management Price: $129.00
Course Outline:
- Hiring New Agents
- Training Agents
- Agent Compensation
- Call Center Communications
- Agent Satisfaction Measurement
- Agent Turnover
- Stress Management
- Reward, Recognition, Motivation
- Human Resource Solution Providers
- Conclusions
- Course takes about 3/3.5 hours
- At the end of each Module there is a quiz
- After completing all modules there is a final online test to pass the course... More Information>>>
Call Center IT Management Price: $129.00
Course Outline:
- Call Center Architecture
- Agent Desktop
- Automatic Call Distribution
- Telecommunications
- Network Technology
- CRM Implementation
- Real time Expert Hub for Agents
- Virtual Call Centers
- Voice Over Internet Protocol (VoIP)
- How to Build a Business Case for Technology Investments
- Using Outsourcing Partners
- Agent Headset Management
- Information Technology Solution Providers
- Conclusions
- At the end of each Module there is a quiz
- After completing all modules there is a final online test to pass the course... More Information>>>
Call Center Knowledge Management Price: $129.00
Course Outline:
This course will cover the following topics:
- The Challenges of Managing Knowledge
- The Business Impact of Knowledge Management in Contact Centers
- Determine Your Knowledge Management Strategy
- The Desktop Information Requirements
- Creating liaisons with IT
- Knowledge Management Technology and It’s Integration
- Knowledge Management Vendors
- At the end of each Module there is a quiz
- After completing all modules there is a final online test to pass the course... More Information>>>
Call Center Organizational Leadership Price: $129.00
Course Outline:
- Strategy Alignment
- Strategic Goal Setting
- Leadership Styles, Approaches and Assessment
- Organization Design
- Change Management
- Leadership Solution Providers
- Conclusions
- Course takes about 2/2.5 hours
- At the end of each Module there is a quiz
- After completing all modules there is a final online test to pass the course... More Information>>>
Call Center Performance Benchmarking Price: $129.00
Course Outline:
- Introduction to Benchmarking
- Call Center Benchmark Metrics
- Performance Gap Analysis
- Implementing Improvement Initiatives
- Call Center Certification
- Call Center Benchmarking Solution Providers
- Conclusions
- Course takes about 2/2.5 hours
- At the end of each Module there is a quiz
- After completing all modules there is a final online test to pass the course... More Information>>>
Call Center Workforce Management Price: $129.00
Course Outline:
- Resource Planning
- Scheduling
- Intraday Adjustments
- Working the Control Tower
- Analytics and Metrics to Manage Optimizing
- Organization of the Workforce Management Team
- Workforce Management Software Tools
- Workforce Management Solution Providers
- Conclusions
- At the end of each Module there is a quiz
- After completing all modules there is a final online test to pass the course... More Information>>>
