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Desktop Computer Skills
Industrial Solutions
IT Skills
Legal Skills
Professional and Business Skills
Sales and Customer Facing Skills
Customer Service
Frontline Call Center Skills
Call Center Communication Skills
Call Center Customer Service
Call Center Telephone Sales
Frontline Call Center Skills Simulation
The Call Center Industry
HDI - Customer Support Specialist
Customer Support Specialist Simulation
Effective Communication Skills
Interacting with the Customer
Managing Conflict, Stress, and Time
HDI - Customer Support Specialist, Process
Customer Service Procedures
Management Tools and Metrics
Managing the Quality of the Customer Support Service Center
HDI - Customer Support Specialist, Professionalism
Establishing Team and Customer Relationships
The Customer Support Specialist (CSS)
The Support Center Service
How to Excel at Customer Service
Advancing Your Service Expertise
Building the Service Foundation: Corporate Culture
Customer Service Simulation
Customers, Conflict and Confrontation
Excelling at Customer Service Simulation
Fundamentals of Exceptional Customer Service
Instilling Service Excellence: the EXCEL Acronym
Overcoming Challenging Service Situations
Service Stars and Service Teams
The Voice of the Customer
Inbound Call Center Management
Inbound Call Center Management: Leadership
Inbound Call Center Technology
Inbound Call Centers: People Management
Performance Metrics for an Inbound Call Center
The Inbound Call Center
Internal Customer Service
Excellence in Internal Customer Service
Internal Customer Service: Conflict and Complaints Simulation
Overcoming Internal Customer Service Problems
Working With Internal Customers
Internal Customer Service Agent Skills
Cross-selling in a Customer Service Call
Customer Service Agent Skills Simulation
Managing Challenges in Customer Service
Professional Skills for Customer Service Agents
The Customer Service Agent in Action
IT Infrastructure Library (ITIL) Foundations
ITIL: The Service Desk and Incident Management
ITIL: Configuration and Release Management
ITIL: Continuity and Availability Management
ITIL: Financial and Security Management
ITIL: Problem and Change Management
ITIL: Service Level and Capacity Management
Managing A Customer-Focused Department
Bridge The Expectations Gap
Identifying Your Customer's Expectations
Leading A Customer-Focused Team
Managing a Customer-focused Department Simulation
Using Surveys to Measure Customer Satisfaction
Measuring Customer Satisfaction
Customer Satisfaction: Analysis and Implementation
Developing Customer Satisfaction Surveys
Discovering What Your Customers Want
Measuring Customer Satisfaction Simulation
Prime Call Center
Communicating Effectively: Build Customer Rapport 1
Communicating Effectively: Build Customer Rapport 2
Handling Contacts Professionally: Maximize Call Performance 1
Handling Contacts Professionally: Maximize Call Performance 2
Introducing Contact Centers: Contact Center Essentials
Introducing Contact Centers: CSR Success Criteria
Introducing Contact Centers: Customer Response Etiquette
Preparing for Mutual Success: Reduce CSR Stress
Preparing for Mutual Success: Satisfy Customer Needs
Prime Call Center ABC's
Call Center Operations : Performance Measurement
Call Center Operations : Workforce Management
Call Center Operations: Call Center Technologies
Call Center Structures : Customer Relationships
Call Center Structures : The Call Center Profession
Technical Support Agent Skills
Assessing Customer Behavior
Technical Support Agent Skills Simulation
Technical Support Agent Survival Skills
Technical Support Essentials
The Contact Center and Technical Support Agent
For individual purchases, please visit
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to select and purchase courseware. For corporate purchases and customized quotations, please call 800 567.7766 or 604 676.5480.
