Courses

Explore call center authentication strategies in this 38-minute conference talk from NorthSec 2019. Gain insights from Kelley Robinson, a member of Twilio's Account Security team, as she shares her expertise in helping developers manage and secure customer identity in software applications. Learn about accessible and approachable technical concepts, particularly in the realm of security, drawing from Robinson's experience in API platform and data engineering roles at San Francisco startups. Discover how to enhance your understanding of customer identity protection and apply these principles to your own projects.

The Call Center Customer Service course requires a practical skill set of data entry and organization of information/resources. In addition, communicating with only the voice uses a wide range of communication skills. This course will provide you with practical experience in data entry and customer privacy, and the opportunity to evaluate sample interactions between a call center customer service representative and a customer. You will also have the opportunity to respond to sample calls where you can demonstrate great customer service. -By the end of the course, you will be able to: -Create positive interactions with customers -De-escalate conflict with customers -Create solutions to customer problems -Describe the different roles in call center customer service To be successful in this course, it is recommended that you complete the two courses in this program.

Enjoy exclusive access to engaging lessons you can share with employees to improve their call center skills. Including these lessons in your corporate training sessions can help employees strengthen interactions with customers, understand digital customer service and improve customer satisfaction.

Explore Azure Monitor System Center Operations Manager (SCOM) Managed Instance in this 21-minute video tutorial. Learn about the differences between DIY SCOM and SCOM MI, customer responsibilities, Microsoft-managed aspects, connectivity options, management tooling, and supported agents. Discover supported management packs, resiliency and scaling features, enhanced agent log capture, and updating processes. Gain insights into pricing models and migration strategies from existing SCOM deployments. Dive into key topics such as connectivity, management tools, and the benefits of Microsoft-managed infrastructure to understand how SCOM MI can streamline your monitoring responsibilities while maintaining familiar SCOM functionality.

Call Center Training is essential for both new hires and existing staff to sharpen their skills and feel motivated. What you'll learn: Cold and Warm CallsUnderstand Sales by PhoneHow to Close Down the VoiceLearn to Ask the Right Questions Call centers are a vital part of any business operations. They operate over the phone, their main channel of communication. Whether we choose to embrace them or cannot stand being interrupted by their calls, call centers are a business element that is here to stay. Call centers are designed to handle a massive volume of calls so it is important to learn the customer service aspect of it too. Because, generally call centers are used to handle customer service, technical support or sales. Providing quality customer service is the most visible way to stand out as a brand in today’s competitive marketplace. The key to customer acquisition, retention, and advocacy lies in delivering an outstanding customer experience.It’s been proven over and over again that customers are willing to pay more and are likely to purchase from you again and again if they’re happy with the service. However, improving call center sales isn’t easy an easy task for any business. So, this course will help call center agents learn to make the most of their telephone-based work, including understanding the best ways to listen and be heard. Each phone interaction has elements of sales and customer service skills, which we will explore in detail throughout this energizing and practical course. Here what you will learn:Learn aspects of verbal communication such as tone, cadence, and pitchDemonstrate an understanding of questioning and listening skillsAcquire comfort with delivering bad news and saying noLearn effective ways to negotiateImprove your customer service skills So, why wait? Join us today and get started with your call center training. I wish you happy learning!

The demand for call center customer service representatives is huge, there are thousands of open job roles in the US alone. If you are someone that enjoys talking to people and solving problems and are ready for new experiences, then this program is right for you. Customer service in a call center is an exciting career where every day is a new day and a new adventure. If you're considering a career in retail customer service and you're someone who is passionate about providing exceptional customer experiences, this role is for you. This program uniquely prepares learners for their new role by using a blend of videos, activities, discussions, simulations, peer-reviewed projects, and a final capstone. As you complete each of these activities, you will create experiences that you can reference in job interviews or even as you work with customers after you have landed the job. At the end of this program, you will be able to: - Create positive interactions with customers - De-escalate conflict with customers - Create solutions to customer problems - Describe the different roles in call center customer service Upon completion of this program, you will receive a Professional Certificate from CVS Health to showcase your proficiency. You'll also gain access to exclusive career support resources to help you in your job search and you’ll have a portfolio of meaningful activities you have completed to show prospective employers.

Learn the basics of System Center Configuration Manager (SCCM), the flagship system configuration and management software from Microsoft.

The short video lessons in this course can help your employees improve customer satisfaction at your call center. They provide a useful resource to increase employee awareness of customer needs.

What you need to know about Managing a Call/Contact Center What you'll learn: This course is perfect for new Call (contact) Center Team Leads, Supervisors and Managers. They will learn about Channel strategy and execution, operational excellence, industry technology and developing a technology stack, metrics/KPIs and so much more. This course if perfect for call/contact center Team Leaders, Supervisors, Managers and those who aim to be. It will provide the basics on everything from Channel strategy and execution, scheduling, technology and leadership. After this course you will feel more mentally equipped to do your job or the job your striving for.

Learn the basics of System Center Configuration Manager (SCCM), the flagship system configuration and management software from Microsoft.

Learn how to create an end-to-end call center analytics workflow using Assembly AI and Python in this 29-minute tutorial video. Walk through the complete process of transcribing audio, identifying speakers, analyzing sentiment, and visualizing results with heat maps. Master key concepts including API integration, natural language processing, and data visualization techniques to extract meaningful insights from call center conversations. The tutorial provides a GitHub repository with all necessary code and instructions for obtaining a free API key from AssemblyAI to implement your own call center analytics pipeline.

Complete Inbound Outbound Call Center Deployment with Data Input forms integration. What you'll learn: Start exciting career in high demanding call center industryLearn to configure complete standard commercial call center based on Open Source Technologies.Take your business to the next level by installing call center by yourself.Implement Inbound Outbound Campaigns.integrate your business CRM application with call center.Use Predictive Dialer load CSV list of customers and broadcast calls.Trigger Incoming POP screen with customer name and details.Understand the Issabel Call Center ReportsExplore the Supervisor level Features The course focus on to build full features inbound & outbound call center from novice to a paid professional using open source VoIP platform such as Issabel. You will be able to confidently deploy Issabel free call center module and will learn to build inbound call campaign integrated with web forms or custom pop up CRM page that trigger on answer calls. In Outbound Call campaign you will be able to take full advantage of using the Issabel free Predictive dialer by loading CSV data. The course starts with call center concepts and definitions that include call center types, core components and roles for call center operation. Further course is designed with real and practical approach using screen cast. That help you to · Install & configure the Issabel Call Center module. · Users & Roles creation for Call Center. · Agent’s Creation · Agent’s Breaks & Pauses. · Call Services Queues & related configurations for call Queues. · Data Input Web Forms. · Custom Web Page or CRM pop up page Integration. · Inbound Integrated Call Campaign · Outbound Automated Predictive dialer loaded with CSV data. · Real time dashboard and live wallboard · Supervisory features and call recording. · Call Center statistical reports for analysis. Want to deploy call center in your business or want to start industry demanding call center solutions and services for your customers. Then off course this course is for you.

Demonstrate Excellent Customer Service provides resume and social media presence guidance to learners looking for a career in customer service. This allows you to optimize your resume for a customer service position and be prepared for your first interview. In addition, you will apply your knowledge gained over the previous courses in the program to a hands-on project that allows you to demonstrate the skills you’ve learned in each course. -By the end of the course, you will be able to: -Create positive interactions with customers -De-escalate conflict with customers -Create solutions to customer problems -Describe the different roles in call center customer service To be successful in this course, it is recommended that you complete the first four courses in this program.

Tired of listening for which number to press when you call for something? So are your users. In this course, Chatbots in the Call Center: AWS Lex and Connect, you will gain the ability to build a speech-enabled cloud call center. First, you will learn about AWS Connect. Next, you will discover AWS Lex. Finally, you will explore how to integrate Lex into Connect. When you're finished with this course, you will have the skills and knowledge of chatbots and call centers needed to have your very own call center with a phone number that you can call to try it out live.

Discover how to deploy Configuration Manager in central, secondary, and multisite environments and how to integrate it with Microsoft Intune.

More then 9 hours of Deep Dive WorkShop Powershell for System Center Configuration Manager What you'll learn: Manage Site Roles with PowershellSite Settings with PowershellDiscovery Methods, Boundaries and Boundary Group with PowershellCreate Collections with PowershellAdd site system roles with PowershellSite settings with PowershellCreate Collections with PowershellRoles and Scopes with PowershellInstall the Configuration Manager and manage client settings with PowershellInstall package and applications with PowershellDeploy software updates with PowershellCompliance settings with PowershellMonitoring,Alerts and Status Settings with PowershellTask Sequences for Operating System Deployment (OSD) with PowershellAutomation with Powershell This new and complete WorkSHOP ( 9 hours) will give you the Power to manage all the admin aspects of System Center Configuration Manager (SCCM) with Powershell !! In this WorkSHOP, you will be a Powershell Master by learning how to use the SCCM Powershell MODULE to Manage the site settings of your Primary site, configurethe methods for discovering yourdevicesandusers, create your device collections.We will then focus on how to configure the push Method for installing the SCCM Client. We will after manage the client settings and create custom settings. We will then see how to manage client notification so you will never have to go on your device and refresh the policy !!After, we will go deep dive in the prerequisite to install packages and applications, We will see how to customize the DP for deploying Pkg and Application. We will see how to install a package and after how to install an application. We will then deploy it to the collectionsor device.After all that, we will see how to manage and deploy Software updates, We will see in the interaction with WSUS and the ports to use. We will create software updates groups and finally create the package to push on your collections. We will finish with the automatic deployment rules.We will also manage the compliance futures. How to add Items to check settings and then deploy them by creating BaseLines.We will then start the big part : OSD. We will see the WDS/PXE interaction, modify your boot files WINPE, import drivers. We will then import your operating system and of course create the Task Sequence to deploy the OS to your devices.You will also learn the different Roles that you can add, how to manage their settings and modify those Roles. After that we will see the RBAC and how add new security Roles, Scopes and Admin users.We will then see the Endpoint protection Role and how to create the policy for Anti Walware detectionFinally we will see the monitoring aspects and how to create AlertThe last module will be automation. We will see with a simple examplehow to create a script to push Apps or Pkgs. We will visit the Powershell Gallery to see the scripts createdby the communityIts really a fantastic WorkShop and the first on SCCM. you will never have the opportunity to follow more then 8 hours of deep dive Powershell for SCCM Enjoy !!!Fabrice IT Lover

Learn how to manage your manager. In this course, adapted from the podcast How to Be Awesome at Your Job, Mary Abbajay explains how to build a good relationship with your boss.

Learn how to create and manage apps with SCCM and prepare for Microsoft certification exam 70-703. See how to deploy apps using PowerShell scripts, and deploy App-V virtual apps.

Introduction To Call Centre Simulation Process Create Statistical Variables Required For Simulation Define Trajectories for Call Centre Departments Define Teams, Resources & Arrivals of Calls Run Call Centre Simulation & Store Results Plot Charts & Interpret Simulation Results

In this course, you'll gain hands-on experience with cutting-edge AI tools like ChatGPT’s Canvas Mode, Custom GPTs, and Voice Mode to optimize workflows and improve efficiency. Whether you're a customer service professional, call center manager, or AI enthusiast, this course will equip you with the skills needed to integrate AI into your customer interactions seamlessly. This course is designed for customer service professionals, call center managers, and AI enthusiasts looking to enhance their workflows with AI-powered tools. Whether you’re new to AI or already familiar with customer support operations, this course will provide practical insights and hands-on experience to optimize call center efficiency. It is particularly beneficial for those working in customer service, insurance, finance, or e-commerce who want to integrate AI-driven automation into their daily tasks. To make the most of this course, learners should have a basic understanding of customer service workflows and call center operations. Familiarity with digital communication tools like chat platforms or CRM software is recommended. While prior AI experience is not required, a general knowledge of AI concepts and automation will be helpful. Most importantly, learners should have a willingness to experiment with AI tools like ChatGPT to enhance customer interactions and improve service efficiency. By the end of this course, you will have gained the knowledge and hands-on experience needed to leverage Generative AI for optimizing customer interactions, automating workflows, and enhancing overall call center efficiency. You’ll be equipped with practical skills in using ChatGPT’s Canvas Mode, Custom GPTs, and Voice Mode to improve customer engagement and streamline operations. As AI continues to reshape the customer service landscape, your ability to integrate AI-driven solutions will set you apart in the industry. Keep exploring, experimenting, and refining your AI strategies to stay ahead in delivering exceptional customer experiences.