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Instructional Design (5 courses)
by MindLeaders
This series will teach the learner the basics of the instructional design process. Learners will discover how to identify the need for instruction and analyze the content to be taught. Best practices for designing, planning, implementing, and evaluating instruction will help prepare the learner to create instructional programs. ...
$29.99
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Time Management Fundamentals (5 courses)
by MindLeaders
This series describes specific time-management strategies that learners can apply to make their work time more efficient and productive. ...
$29.99
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Communication Skills and Project Management
by Skillsoft - Business
An essential element of management is the ability to effectively communicate with people. The capacity to successfully communicate in todays global economy is a pivotal element to the success of any organization. Managers need to be aware of emerging technologies and how these affect international communication. To meet an improvement projects specified goals and objectives a manager must also effectively plan estimate and monitor the progress of the project and know what tools to apply. ...
$75.00
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Lean Concepts
by Skillsoft - Business
Most business processes are 90% waste and 10% value-added work. The challenge for businesses today is to find new ways to dramatically reduce costs and improve investment returns while better serving their customers. To meet these challenges organizations have turned to Lean Thinking which seeks the elimination of all forms of waste strives for continuous improvement and simplifies business processes. This course explores how businesses that implement Lean Thinking learn how to reduce waste streamline production and improve operational flexibility. Practical steps and tools for the identification treatment and removal of waste are explored while focusing on increasing organizational effectiveness. ...
$75.00
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Facilitating Difficult Situations
by Skillsoft - Business
How do you deal with the group that has an exceptionally dominant person who doesnt let anyone else have say or trivializes the contributions of others? How do you keep a faction from taking over? What is the best means of handling direct challenges to you or the group? What do you do when you know someone is deliberately trying to derail your meeting and/or success? What is the best way to clear the air when there is tension? Welcome to the tough stuff in facilitation. In this course you will learn to recognize and deal with the most difficult aspects of facilitating groups. You will explore typical trouble spots like dealing with side conversations. Discover ways to maintain and channel enthusiasm with high-participation groups and turn around low-participation situations. Learn techniques to help you handle sabotage and passive/aggressive behavior. Capitalize on confrontation by shifting your analysis from whats wrong to assessing what is really going on. You will also learn the benefits of conflict and apply tips to transform chaos into creativity. ...
$75.00
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Lean Tools
by Skillsoft - Business
At its heart being Lean seeks to eliminate waste from the organization. By applying Lean tools and techniques organizations can become more competitive agile and responsive to customer demands. This course highlights the implementation of Lean tools in the production and manufacturing environment. These tools have derived largely from the development of the Toyota Production System (TPS). In addition the course examines how these improvement tools are used to maintain an orderly and efficient flow of materials throughout the Lean enterprise. By successfully adopting Lean tools companies can move significantly toward assuring their ability to competitively meet their customers needs. ...
$75.00
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The Inbound Call Center
by Skillsoft - Business
Inbound call center managers of this century will face many of the same challenges that their counterparts faced in the 20th century. The emphasis will still be on the development and acquisition of cost-effective methods to provide customers with the service they demand. By ensuring that you have a good knowledge base of the inbound call center industry you are establishing a sturdy framework for success. This course will provide you with the knowledge needed to identify customer care benefits resulting from key events in the history of call center technology; recognize the effect of environmental factors on productivity; apply the processes to turn the phone answering service into a business center; understand the value of linking with the rest of the organization; and employ methods to give customers the service they want. Becoming a successful call center manager is not an easy task. ...
$75.00
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The Contact Center and the Technical Support Agent
by Skillsoft - Business
In the last few years organizations have realized that it is easier to generate revenue from an existing customer base than to find new customers. Retaining customers has become paramount and technical support has become a valuable resource. Driven by Customer Relationship Management (CRM) principles this course explains how the role of the technical support agent (TSA) has changed as businesses realize the importance of CRM strategies to their survival. The first lesson examines the characteristics of the modern contact center as a customer-centric model. The second lesson explains how the customer-centric focus affects the TSAs role in the contact center and examines the TSA profession. The third lesson discusses the attributes and skills a TSA needs for success in the modern contact center. ...
$75.00
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Technical Support Essentials
by Skillsoft - Business
These days technical support agents (TSAs) cant provide world-class technical service and support unless they understand contact center technology. They also need to understand the various elements and stages of a call--and what to do with the information gained. This course explains contact center technology and TSA activities. It covers the technology that links the TSA to the customer and to the resources needed to assist the customer. It also provides instruction and practice to help the TSA use that technology effectively. Upon completion of this course the learner will be better equipped to handle a wide range of technical support situations in todays contact center. ...
$75.00
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Technical Support Agent Survival Skills
by Skillsoft - Business
Coping with stress is an everyday issue for the Technical Support Agent (TSA). The focus of this course is specifically directed to the situations that TSAs encounter. The course will help the TSA avoid burnout and manage job responsibilities by identifying the causes of stress prevention methods and time management skills. ...
$75.00
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