Call Center Training Courses and Workshops

Schools providing training courses, certificates, diplomas or degree programs of Call Center




Total 224 training courses and degree programs available around the world.

HDI Support Center Director (Certificate)

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Global Knowledge USA
Training Center(s)/Venue(s): Arlington, Atlanta, Cary, Irving, Morristown, New York City, Santa Clara, Schaumburg, Seattle, United States
  V

Gaining senior management support and effectively communicating the pivotal role of the support center is crucial to any support operation&,#146,s success. For this reason, the support center director must serve as a support leader and strategically align the support center to the organization.

In this course for support center directors, you will learn to develop and execute strategic plans that will take your organization to the next level. You will discover how to realize greater return on investment, develop and maintain formal procedures for increased productivity and consistency, and manage customer perceptions.

This course is designed to assist you in preparing for the HDI Support Center Director (HDI-SCD) certification exam. Instructors reinforce core concepts of the certification standard and provide skills-building opportunities. The certification exam is included with your purchase and exam must be taken within 12 weeks of course completion.

What You&,#146,ll Learn

Assessment strategies for the support center Read More]

HDI Support Center Team Lead (Certificate)

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Global Knowledge USA
Training Center(s)/Venue(s): Arlington, Atlanta, Cary, Irving, Morristown, New York City, Santa Clara, Schaumburg, Seattle, United States
  V

The Support Center Team Lead serves as the communication link between the team and the manager and is the first point of internal escalation for the customer.

HDI Support Center Team Lead training ensures that you learn how to deliver exceptional customer support, promote process improvement, coach for success, and take charge of the day-to-day operational activities of a team. This course is designed for support professionals who need to develop fundamental management and leadership skills.

This course is designed to assist you in preparing for the HDI Support Center Team Lead (HDI-SCTL) certification exam. Instructors reinforce core concepts of the certification standard and provide skills-building opportunities. The certification exam is included with your purchase, and you must take the exam within 12 weeks of course completion.

What You&,#146,ll Learn

Essential team lead management and leadership skills
The importance of service level agreements and operational level agreements
The ITIL processes of incident,... [Read More]

HDI Customer Service Representative (Certificate)

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Global Knowledge USA
Training Center(s)/Venue(s): Arlington, Atlanta, Cary, Irving, Morristown, New York City, Santa Clara, Schaumburg, Seattle, United States
  V

Front-line customer service representatives interact with customers every day. Do you have the skills to create first-rate customer experiences?

In this one-day skills-building and certification course, you will be introduced to the skills and techniques required to provide outstanding customer service and support. You will focus on call handling best practices, communication and listening techniques, conflict negotiation, and responses to difficult customer behaviors, and you will gain documentation, problem solving, and troubleshooting skills.

This course is designed to assist you in preparing for the HDI Customer Service Representative (HDI-CSR) certification exam. Instructors reinforce core concepts of the certification standard and provide skills-building opportunities. The certification exam is included with your purchase and exam must be taken within 12 weeks of course completion.

What You&,#146,ll Learn

How to assess customer business needs and exceed customer expectations
Critical thinking skills to resolve inci... [Read More]

Administering and Deploying Cisco Unified Contact Center Enterprise v8.0

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Global Knowledge USA
Training Center(s)/Venue(s): Arlington, Atlanta, Cary, Irving, Morristown, New York City, Santa Clara, Schaumburg, Seattle, United States
  V

This ten-day instructor-led UCCEFT 8.0 course is a combination of three courses: AUCCE, DUCCE and DUIC. This course is aimed at system engineers and customers involved in day-to-day interaction with the Cisco Unified Contact Center Enterprise (CCE) and the Cisco Unified Intelligence Center (CUIC) product. The first and second part of this course will give you an understanding of the Cisco Unified CCE system, the Intelligent Contact Management (ICM) routing application, and Cisco Outbound Option. You will accomplish this by installing and configuring the Cisco Unified CCE software, use the ICM routing software to route calls from Cisco Unified IP IVR and Cisco Unified Communications Manager. You will gain an understanding of the Unified CCE deployment capabilities, processes, fault tolerance, installation, and basic troubleshooting options. The Unified CCE software will be installed and Unified CCE troubleshooting tools explored. Additionally, you will install and configure the Cisco Outbound Option and use various ICM utilities to aid you in locating configuration errors. T... [Read More]

Deploying Cisco Unified Contact Center Express v5.0

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Global Knowledge USA
Training Center(s)/Venue(s): Arlington, Atlanta, Cary, Irving, Morristown, New York City, Santa Clara, Schaumburg, Seattle, United States
  V

This course provides students with hands-on experience and knowledge of tasks typically performed during contact center deployment. This includes the deployment of Cisco Unified Contact Center Express (CCX) and Cisco Unified IP Interactive Voice Response (IVR) as contact center solutions. Tasks include planning, installation and configuration, scripting, and troubleshooting.

Cisco Unified CCX Product Overview
Cisco Unified CCX Product Packages
Cisco Unified CCX Architecture
Designing Cisco Unified CCX

Cisco Unified CCX Installation andConfiguration
Installing Cisco Unified CCX
Managing Cisco Unified CCX
Configuring Basic Properties of Cisco Unified CCX

Cisco Unified CCX Scripting
Installing Cisco Unified CCX Script Editor
Creating a Basic IVR Script
Prompting and Collecting Information
Accessing an External Database
Making Decisions
Confirming Caller Input

Cisco Unified CCX ACD Operations
Implementing Cisco Unified CCX
Scripting Fundamentals for Cisc... [Read More]

Deploying Cisco Unified Contact Center Enterprise v2.0

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Global Knowledge USA
Training Center(s)/Venue(s): Arlington, Atlanta, Cary, Irving, Morristown, New York City, Santa Clara, Schaumburg, Seattle, United States
  V

This course is designed for system engineers involved in the day-to-day interaction with the Cisco Unified Contact Center Enterprise (CCE) product. Students will gain an understanding of the Unified CCE deployment capabilities, processes, fault tolerance, installation, and basic troubleshooting options.The Unified CCE software will be installed and the Unified CCE troubleshooting tools explored.

Cisco Unified Contact Center Enterprise v10 Foundations
Introducing UCCE
Unified CCE Architecture and Components
UCCE Terms, Routing and Additional Components
Accessing UCCE Tools

Preparing UCCE for Basic IVR Scripting
UCCE Protocols and Call Flows
Using Domain Manager
Introducing the Unified CCE Main Installer
Central Controller Installation
Installing Admin Data Servers and Clients
Configuring ICM for CVP
Configuring CVP for UCCE
UCCE Voice Gateway Internetworking Considerations
Basic IVR Scripting with Microapps

Preparing UCCE for Basic Agent Functionality
Configure UCM to Suppo... [Read More]

Administering Cisco Unified Contact Center Enterprise Part 1

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Global Knowledge USA
Training Center(s)/Venue(s): Arlington, Atlanta, Cary, Irving, Morristown, New York City, Santa Clara, Schaumburg, Seattle, United States
  V

This 5 day instructor-led course is designed for system engineers and customers involved with the support of a UCCE solution deployed in a CVP comprehensive environment. This course describes the requirements, resources and tools needed to perform routine adds, moves and changes in the inbound/outbound UCCE environment.

Cisco Unified Contact Center Enterprise v10 Foundations

Introducing UCCE
Unified CCE Components and Architecture
UCCE Terms, Routing and Additional Components
Accessing UCCE Tools

UCCE Configuration and Scripting
Configuration Manager
Script Editor Overview
Scripting for CVP

Unified CCE Inbound Agent Considerations
CTI Options Overview
Configuring ICM for Agent Functionality
Configuring UCM for Agent Functionality
Scripting ICM for Agent Functionality

Unified CCE IVR/VRU Functionality
Basic IVR Scripting with Microapps
ICM Microapps
Cisco Unified ICM Enterprise Scripting Using Microapplications

Additional UCCE ConsiderationsRead More]

Administering Cisco Unified Contact Center Enterprise Part 2

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Global Knowledge USA
Training Center(s)/Venue(s): Arlington, Atlanta, Cary, Irving, Morristown, New York City, Santa Clara, Schaumburg, Seattle, United States
  V

This is a 5 day instructor-led course for system engineers and customers who will be involved with &,quot,Day2&,quot, support of a UCCE solution deployed in a CVP comprehensive environment. This course gives the learner an understanding of the requirements, resources and tools required to perform complex adds, moves and changes in the inbound/outbound UCCE environment. This course is intended for those performing advanced administration of the solution, or who may be responsible for Level 2-3 support.

Cisco Unified Contact Center Enterprise v10 Foundations
Lesson 1: Introducing UCCE
Lesson 2: Unified CCE Architecture and Components
Lesson 3: UCCE Terms, Routing and Additional Components
Lesson 4: Accessing UCCE Tools

CCE Configuration and Scripting Review
Lesson 1: Configuration Manager and Script Editor Review
Lesson 2: CTI Review
Lesson 3: Agent Skill Review
Lesson 4: Microapps and Media File Review
Lesson 5: Precision Routing Review
Lesson 6: Transfers and RONA Review
Lesson 7: Mobile Age... [Read More]

Avaya Aura Contact Center Administration

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Global Knowledge USA
Training Center(s)/Venue(s): Arlington, Atlanta, Cary, Irving, Morristown, New York City, Santa Clara, Schaumburg, Seattle, United States
  V

This course is designed for personnel responsible for administering and managing Avaya Aura® Contact Center Administration. In this course, you will learn how to access Contact Center Manager Administration, and configure Threshold Classes, Call Presentation Classes, Skillsets, Call Center Agents, and Call Center Supervisors. You will learn how to configure administrators through the multiple components of Access and Partition Management and how to bulk load data into the CCMA using the Configuration Tool. This course covers the CCMA interface and the acquisition of resources. Different methods of system management are discussed, including viewing, creating, and modifying tabular and graphical real time displays, and interpreting, viewing, modifying, and scheduling standard and user-defined historical reports.

Content
1. Contact Center Manager Administration Access
2. Administering CCMA Resources
3. Threshold Classes
4. Call Presentation Classes
5. Skillsets
6. Contact Center Management: Agents and Supervisors
7. Contact Center ... [Read More]

Avaya Aura Contact Center Support

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Global Knowledge USA
Training Center(s)/Venue(s): Arlington, Atlanta, Cary, Irving, Morristown, New York City, Santa Clara, Schaumburg, Seattle, United States
  V

1. Maintenance and Troubleshooting
2. SIP Basics
3. Avaya Aura Contact Center System Engineering
4. Troubleshooting Tools and Procedures
5. Avaya Aura Contact Center System Security
6. Troubleshooting Security Issues
7. Troubleshooting Voice Issues
8. Troubleshooting Multimedia Issues
9. Troubleshooting Maintenance and Administration Issues
10. Avaya Aura Contact Center Performance Optimization
11. Avaya Aura Contact Center Adds, Moves, and Changes
12. Avaya Aura Contact Center Upgrades and Migrations
Labs
Lab 1: SIP Avaya Aura Contact Center Route Points
Lab 2: SIP Avaya Aura Contact Center Media Servers
Lab 3: SIP Avaya Aura Contact Center Media Services and Routes
Lab 4: SIP Avaya Aura Contact Center Supervisor and Agent SIP
Properties
Lab 5: Troubleshoot MAC Address Mismatch between License File and
NIC
Lab 6: Manually Invoke mapvicheck.exe
Lab 7: Using the Event Logs on Co-Resident CCMA/CCMS/CCT
Lab 8: Use the Trace Control Utility
Lab 9: Use the Log Archi... [Read More]

Avaya Aura Contact Center Implementation

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Global Knowledge USA
Training Center(s)/Venue(s): Arlington, Atlanta, Cary, Irving, Morristown, New York City, Santa Clara, Schaumburg, Seattle, United States
  V

In this course, you will learn Avaya Aura® Contact Center deployment in SIP and AML environments for connectivity with CS 1000 and Avaya Aura SIP platforms.

This course is designed for personnel responsible for installing and configuring Avaya Aura® Contact Center in a SIP environment. In the course, you will perform pre-installation tasks and install a Voice and Multimedia Contact Server for a SIP-enabled Avaya Aura Unified Communications platform. You will perform commissioning tasks on the Contact Center Manager Server, Contact Center Manager Administration, Communication Control Toolkit, and Avaya Aura Agent Desktop components. You will also install and configure Avaya Media Server, Orchestration Designer, Agent Desktop Displays, and user client software. You will perform system backup and restore and implement the High Availability feature.

Content
1. AACC SIP-Enabled Contact Center Overview
2. Installing the Contact Center Manager Server
3. Adding and Configuring Contact Center Manager Administration
4. Installing and Commissi... [Read More]

Avaya Aura Contact Center Orchestration Designer Scripting Administration

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Global Knowledge USA
Training Center(s)/Venue(s): Arlington, Atlanta, Cary, Irving, Morristown, New York City, Santa Clara, Schaumburg, Seattle, United States
  V


In this course, you learn how to plan for, create, manage, and administer applications (scripts and flows) using the basic script commands and elements in the Orchestration Designer tool, available with Avaya Aura Contact Center - Manager. You will learn to combine commands, intrinsics, and expressions to design and develop Contact Center - Manager applications (scripts and flows), and you will learn scripting through live SIP- and AML-based systems connected to CS 1000 and Aura ME platforms.

Content
1. Overview
2. Application Variables
3. Intrinsics and Expressions
4. Creating Applications using Scripting Commands and Blocks
5. Handling Unscheduled Closures and Failed Conditions
6. Host Data Exchange
7. Final Project
8. Troubleshooting and Interpretation
9. Flow Charts and Handouts
Appendix: Voice Processing Variables and Commands in AML Environment
Labs
Lab 1: Download and Install OD
Lab 2: Create a CCMA and CCMS within Orchestration Designer
Lab 3: Basic Functions When Working with a ... [Read More]

Avaya Aura Contact Center CCT and Multimedia Implementation

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Global Knowledge USA
Training Center(s)/Venue(s): Arlington, Atlanta, Cary, Irving, Morristown, New York City, Santa Clara, Schaumburg, Seattle, United States
  V

This course covers the implementation of Avaya Aura® Contact Center Multimedia. The course is designed for individuals responsible for the installation, maintenance and configuration of Avaya Aura® Contact Center Multimedia and those attempting to earn the ACIS - Avaya Aura® Contact Center Multimedia credential.

Avaya Aura Contact Center Overview and Communication Control Toolkit Architecture
Contact Center Multimedia Architecture
Install Contact Center Multimedia
Configure Contact Center Manager for Contact Center Multimedia
Avaya Aura Agent Desktop with Email and Outbound Contacts
Outbound Campaign Configuration
Contact Center Multimedia Email Configuration
Multimedia Web Communications Overview
Additional Contact Center Multimedia Administration Tasks
Monitor Contact Center Multimedia Contacts
Maintain Contact Center Multimedia
Labs
Lab 1. Pre-Installation Tasks (Contact Center Manager Server)
Lab 2: Pre-Installation Tasks (Contact Center Multimedia server)
Lab 3: Install Contact Center Mu... [Read More]

Avaya Aura Call Center Elite Implementation and Maintenance

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Global Knowledge USA
Training Center(s)/Venue(s): Arlington, Atlanta, Cary, Irving, Morristown, New York City, Santa Clara, Schaumburg, Seattle, United States
  V

Learn to administer and configure the system and user features of Avaya Aura Call Center Elite.

Avaya Aura® Call Center Elite features are used to accomplish call routing and vectoring solutions for various business objectives. Through hands-on labs, you will learn to administer a call center using the Avaya Aura Communication Manager.

Objectives
Call center components, concepts, and terms
Perform an initial call center configuration
Administer a dial plan, feature-related system parameters, hunt groups, agents, announcements, and music sources
Avaya Aura Call Center Elite features of Avaya Aura Communication Manager
Create and test call vectors
Avaya&,#146,s call center applications used with Avaya Aura Call Center Elite

HDI Support Center Director (Certificate)

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Global Knowledge Canada
Training Center(s)/Venue(s): Halifax, Mississauga, Montreal, Ottawa, Toronto, Winnipeg, Canada
  V

Gaining senior management support and effectively communicating the pivotal role of the support center is crucial to any support operation&,#146,s success. For this reason, the support center director must serve as a support leader and strategically align the support center to the organization.

In this course for support center directors, you will learn to develop and execute strategic plans that will take your organization to the next level. You will discover how to realize greater return on investment, develop and maintain formal procedures for increased productivity and consistency, and manage customer perceptions.

This course is designed to assist you in preparing for the HDI Support Center Director (HDI-SCD) certification exam. Instructors reinforce core concepts of the certification standard and provide skills-building opportunities. The certification exam is included with your purchase and exam must be taken within 12 weeks of course completion.

What You&,#146,ll Learn

Assessment strategies for the support center Read More]

HDI Support Center Team Lead (Certificate)

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Global Knowledge Canada
Training Center(s)/Venue(s): Halifax, Mississauga, Montreal, Ottawa, Toronto, Winnipeg, Canada
  V

The Support Center Team Lead serves as the communication link between the team and the manager and is the first point of internal escalation for the customer.

HDI Support Center Team Lead training ensures that you learn how to deliver exceptional customer support, promote process improvement, coach for success, and take charge of the day-to-day operational activities of a team. This course is designed for support professionals who need to develop fundamental management and leadership skills.

This course is designed to assist you in preparing for the HDI Support Center Team Lead (HDI-SCTL) certification exam. Instructors reinforce core concepts of the certification standard and provide skills-building opportunities. The certification exam is included with your purchase, and you must take the exam within 12 weeks of course completion.

What You&,#146,ll Learn

Essential team lead management and leadership skills
The importance of service level agreements and operational level agreements
The ITIL processes of incident,... [Read More]

HDI Customer Service Representative (Certificate)

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Global Knowledge Canada
Training Center(s)/Venue(s): Halifax, Mississauga, Montreal, Ottawa, Toronto, Winnipeg, Canada
  V

Front-line customer service representatives interact with customers every day. Do you have the skills to create first-rate customer experiences?

In this one-day skills-building and certification course, you will be introduced to the skills and techniques required to provide outstanding customer service and support. You will focus on call handling best practices, communication and listening techniques, conflict negotiation, and responses to difficult customer behaviors, and you will gain documentation, problem solving, and troubleshooting skills.

This course is designed to assist you in preparing for the HDI Customer Service Representative (HDI-CSR) certification exam. Instructors reinforce core concepts of the certification standard and provide skills-building opportunities. The certification exam is included with your purchase and exam must be taken within 12 weeks of course completion.

What You&,#146,ll Learn

How to assess customer business needs and exceed customer expectations
Critical thinking skills to resolve inci... [Read More]

Administering and Deploying Cisco Unified Contact Center Enterprise v8.0

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Global Knowledge Canada
Training Center(s)/Venue(s): Halifax, Mississauga, Montreal, Ottawa, Toronto, Winnipeg, Canada
  V

This ten-day instructor-led UCCEFT 8.0 course is a combination of three courses: AUCCE, DUCCE and DUIC. This course is aimed at system engineers and customers involved in day-to-day interaction with the Cisco Unified Contact Center Enterprise (CCE) and the Cisco Unified Intelligence Center (CUIC) product. The first and second part of this course will give you an understanding of the Cisco Unified CCE system, the Intelligent Contact Management (ICM) routing application, and Cisco Outbound Option. You will accomplish this by installing and configuring the Cisco Unified CCE software, use the ICM routing software to route calls from Cisco Unified IP IVR and Cisco Unified Communications Manager. You will gain an understanding of the Unified CCE deployment capabilities, processes, fault tolerance, installation, and basic troubleshooting options. The Unified CCE software will be installed and Unified CCE troubleshooting tools explored. Additionally, you will install and configure the Cisco Outbound Option and use various ICM utilities to aid you in locating configuration errors. T... [Read More]

Deploying Cisco Unified Contact Center Express v5.0

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Global Knowledge Canada
Training Center(s)/Venue(s): Halifax, Mississauga, Montreal, Ottawa, Toronto, Winnipeg, Canada
  V

This course provides students with hands-on experience and knowledge of tasks typically performed during contact center deployment. This includes the deployment of Cisco Unified Contact Center Express (CCX) and Cisco Unified IP Interactive Voice Response (IVR) as contact center solutions. Tasks include planning, installation and configuration, scripting, and troubleshooting.

Cisco Unified CCX Product Overview
Cisco Unified CCX Product Packages
Cisco Unified CCX Architecture
Designing Cisco Unified CCX

Cisco Unified CCX Installation andConfiguration
Installing Cisco Unified CCX
Managing Cisco Unified CCX
Configuring Basic Properties of Cisco Unified CCX

Cisco Unified CCX Scripting
Installing Cisco Unified CCX Script Editor
Creating a Basic IVR Script
Prompting and Collecting Information
Accessing an External Database
Making Decisions
Confirming Caller Input

Cisco Unified CCX ACD Operations
Implementing Cisco Unified CCX
Scripting Fundamentals for Cisc... [Read More]

Deploying Cisco Unified Contact Center Enterprise v2.0

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Global Knowledge Canada
Training Center(s)/Venue(s): Halifax, Mississauga, Montreal, Ottawa, Toronto, Winnipeg, Canada
  V

This course is designed for system engineers involved in the day-to-day interaction with the Cisco Unified Contact Center Enterprise (CCE) product. Students will gain an understanding of the Unified CCE deployment capabilities, processes, fault tolerance, installation, and basic troubleshooting options.The Unified CCE software will be installed and the Unified CCE troubleshooting tools explored.

Cisco Unified Contact Center Enterprise v10 Foundations
Introducing UCCE
Unified CCE Architecture and Components
UCCE Terms, Routing and Additional Components
Accessing UCCE Tools

Preparing UCCE for Basic IVR Scripting
UCCE Protocols and Call Flows
Using Domain Manager
Introducing the Unified CCE Main Installer
Central Controller Installation
Installing Admin Data Servers and Clients
Configuring ICM for CVP
Configuring CVP for UCCE
UCCE Voice Gateway Internetworking Considerations
Basic IVR Scripting with Microapps

Preparing UCCE for Basic Agent Functionality
Configure UCM to Suppo... [Read More]

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