STI Knowledge Certification Programs

Two intensive days designed specifically for front line and second tier help desk professionals. You will learn about the help desk profession, the help desk's role in your organization, and just about everything on how to successfully communicate with callers. With a focus on communication skills, this seminar is perfect for new help desk professionals, experienced reps and entire help desk teams.  To learn more,

The Help Desk Manager Certification program is designed to prepare new managers (and managers with additional responsibilities) for many of the business challenges associated with running a world-class help desk, including calculating costs and return on investment, developing service level agreements, staffing for adequate coverage, coaching and training reps, help desk technology issues, marketing the help desk and more.  To learn more,

Rarely will you find a forum for learning about, sharing, and discussing the challenges, strategies and best practices of help desk executives. Here is an exception: a high-level training seminar where you and your executive peers can meet and explore help desk strategy, foundations and structure, business goals, financial metrics and cost reduction, productivity optimization, how to evaluate help desk technology, how to prepare a business case and more.  For details,

Attend this seminar to brush up your most important call center management skills and update your vision for building and leading a highly qualified team in accordance with current best practices. You'll review and learn about the objectives of a call center, how inbound and outbound call center environments differ, standard operating procedures, how to select and use call center technologies, hiring techniques and coaching styles, staffing logistics and calculations for forecasting workforce requirements, and state-of-the-art staff development techniques.  For details,

Specifically designed for professionals operating in a face-to-face deskside support environment, this training program focuses on best practices for troubleshooting, escalation, customer and peer follow-up, and efficient documentation. Individuals will also learn how to build a collective support strategy and understand the importance of the field support team's role in this strategy.  For details,

This training program gives call center professionals an understanding of the technology and methodologies used to provide world-class customer support. The course focuses on best practices and the fundamentals of a successful call center. Participants will learn effective communication strategies that will position them to become universal agents. A major focus of this course will be on the techniques for handling challenging customers. Career advancement strategies within the call center industry will also be reviewed.  For details,

Participants will be presented with techniques and best practices for selecting, implementing, populating, maintaining, and evaluating the success of knowledge base tools.  For details,

Help Desk Books
Call Center Management
Tech Support Resources
Contact Center Technology
Online Support
Customer Satisfaction
Knock Your Socks Off Service
Help Desk Institute
Telecom Books
Communication Skills
Call Center Monitoring
CRM
Hiring, Training, & Retention
Outbound Telebusiness
Novelties, Gifts, & Humor
Bargain Books (50% off)

Seminars

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