To See All The Bundles That We Have. Please Click https://www.AcademyWall.com The Workshop Training Library includes all of our courses for workshop training. Scroll down to see all of the courses included, plus other bulk pricing options. All of these workshop resources can be easily customized: mix and match training topics between courses, add new content, and even re-brand as your own. Here's what's included with each course: INSTRUCTOR GUIDE TRAINING MANUAL POWER POINT SLIDES FLIP CHART NOTES ACTIVITIES AND EXERCISE FILES QUIZZES AND TESTING Module One: Getting Started Every organization is responsible for maintaining records. The ability to create, organize, and maintain records and archives is essential to success. Correct records keeping will not only offer liability protection; it will also increase efficiency and productivity. To put it simply, maintaining records and archives will improve the bottom line. Workshop Objectives Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. With that in mind, let?s review our goals for today. At the end of this workshop, participants should be able to: Define records and archives Analyze records in context Classify records Understand different systems Maintain and convert records CONTACT CENTER TRAINING COURSE OUTLINE: Module One: Getting Started Icebreaker Housekeeping Items The Parking Lot Workshop Objectives Module Two: It Starts at the Top Create an Open Culture Understand Goals Understand Agents? Responsibilities Identify Education Opportunities Case Study Module Two: Review Questions Module Three: Peer Training Top Performing Employees Discuss Role with Company Critique Previously Recorded Calls Cross Training Case Study Module Three: Review Questions Module Four: How to Build Rapport Smile in Your Voice Engage in Small Talk Listen, Acknowledge, and Empathize Be Yourself Case Study Module Four: Review Questions Module Five: Learn to Listen Allow Customer to Talk Avoid Judgment Take Notes Recap the Call Case Study Module Five: Review Questions Module Six: Manners Matter - Etiquette Customer Service (I) Scripting Dead Air Tone Inflection Saying it the Right Way Case Study Module Six: Review Questions Module Seven: Manners Matter - Etiquette Customer Service (II) ?Reading? Your Customers Properly Transferring Calls Going the Extra Mile Limit Information Case Study Module Seven: Review Questions Module Eight: Handling Difficult Customers Keep Calm Listen, Repeat, and Avoid Placing Blame Solve the Problem Case Study Module Eight: Review Questions Module Nine: Getting the Necessary Information Have a Checklist Linear Thinking Open-Ended Questions Close-Ended Questions Case Study Module Nine: Review Questions Module Ten: Performance Evaluations Consistent Service Abandoned Calls Speed of the Answer Length of Call Case Study Module Ten: Review Questions Module Eleven: Training Doesn?t Stop Evaluate Progress Get Feedback on Training Kudos to Deserving Employees Have Monthly Meetings Case Study Module Eleven: Review Questions Module Twelve: Wrapping Up Words from the Wise Review of Parking Lot Lessons Learned Completion of Action Plans and Evaluations