Call Center school training courses in Durham, NC (public, in-house or online)

The Certified Virtual Support Professional on-line training course is our exclusive preparatory program for remote service and support agents, analysts, and service professionals. The course imparts best practices for servicing customers from remote locations. Topics covered include the role of the virtual support professional, communication channels, use of remote communication technologies, team dynamics, self-management, and how to stay motivated and feel like a part of the team.

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This call center management capstone course is designed to inspire call center professionals to develop an in-depth understanding of call center operations. Students are given the opportunity to utilize project management skills in the development of call center audits and strategies to improve overall operational and financial performance.
Topics and Objectives
Strategic Roles of the Call Center
Describe call center roles relative to organizational strategic objectives.
Formulate ...

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This course is the first in a two-part call center operations management series that concentrates on call center development, resource planning, and resource management. Students are guided through the complex process of operational planning in the call center environment. Areas of emphasis include operational elements, organizational structures, roles and responsibilities, and workforce planning and design.
Topics and Objectives
Functional Elements of Call Center Operations
Examine op...

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This course exposes students to all aspects of staff planning and development in a call center environment. Areas examined include recruitment, training, motivational strategies, labor regulations, human resource practices, and personnel performance management.
Topics and Objectives
Recruiting Strategies
Examine the elements of a call center staffing plan.
Compare and contrast various call center recruiting methods and strategies.
Compare and contrast the labor market and call ...

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This course provides an overview of the business of call centers. Areas of emphasis include operations, people, customer relationship, leadership, and business management.
Topics and Objectives
Business of Call Centers
Describe the origin and evolution of call centers.
Examine various types and structures of call centers and their roles in organizations.
Describe the impact of call centers on an organization.
Operations Management Overview
Examine the daily operations ma...

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