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sun30mar7:39 amsun7:39 amPelatihan Staf Contact Center (Contact Center Training)

Informasi Workshop

Customers want a well-educated agent when they contact a business. They want to know that the person answering their questions knows what they are talking about. Training your staff, and giving them the information that is needed to effectively assist your customer base is paramount.

With our Contact Center Training workshop your participants will gain the knowledge to provide a great customer experience. They will develop skills on how to deal with difficult costumers, build rapport, and great listening skills. All of these skills combined will provide an increase in overall customer satisfaction throughout your organization.

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

Time

30 March 2025 7:39 am – 7:39 am(GMT+07:00)

Jadwal Lainnya

27April 7:39 am25May 7:39 am29June 7:39 am

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mon31mar7:56 ammon7:56 amPengelolaan Proses Bisnis (Business Process Management)

mon31mar8:57 ammon8:57 amBerpikir Kreatif dan Inovatif (Creative Thinking and Innovation)

mon31mar10:54 ammon10:54 amMengelola Kinerja Profesional Anda (Performance Management)

Informasi Workshop

Performance Management is making sure the employee and the organization are focused on the same priorities. It touches on the organization itself by improving production and reducing waste. It helps the employee or individual set and meet their goals and improves the employee manager relationship. This is key in keeping an organization and employee aligned, which improves performance and productivity, is Performance Management.

When changes occur Performance Management helps the transition to be smoother and less hectic. It helps the organization and employee have a stream-lined relationship which improves communication and interactions between the two groups. It will help close any gaps that exist in an employee”s skill-set and make them a more valuable employee through feedback and coaching.

PERFORMANCE MANAGEMENT OUTLINE:

Module One: Getting Started

Icebreaker
Housekeeping Items
The Parking Lot
Workshop Objectives

Module Two: The Basics (I)

What is Performance Management?
How Does Performance Management Work?
Tools
Case Study
Review Questions

Module Three: The Basics (II)

Three Phase Process
Assessments
Performance Reviews
Case Study
Review Questions

Module Four: Goal Setting

SMART Goal Setting
Specific Goals
Measurable Goals
Attainable Goals
Realistic Goals
Timely Goals
Monitoring Results
Case Study
Review Questions

Module Five: Establishing Performance Goals

Strategic Planning
Job Analysis
Setting Goals
Motivation
Case Study
Review Questions

Module Six: 360 Degree Feedback

What is 360 degree Feedback?
Versus Traditional Performance Review
The Components
Case Study
Review Questions

Module Seven: Competency Assessments

Competency Assessment Defined
Implementation
Final Destination
Case Study
Review Questions

Module Eight: Kolb”s Learning Cycle

Experience
Observation
Conceptualization
Experimentation
Case Study
Review Questions

Module Nine: Motivation

Key Factors
The Motivated Organization
Identifying Personal Motivators
Evaluating and Adapting
Case Study
Review Questions

Module Ten: The Performance Journal

Record Goals and Accomplishments
Linking with Your Employees or Managers
Implementing a Performance Coach
Keeping Track
Case Study
Review Questions

Module Eleven: Creating a Performance Plan

Goals
Desired Results
Prioritization
Measure
Evaluation
Case Study
Review Questions

Module Twelve: Wrapping Up

Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations

Time

31 March 2025 10:54 am – 10:54 am(GMT+07:00)

Jadwal Lainnya

30April 10:54 am

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mon31mar11:02 ammon11:02 amStrategi Meningkatkan Produktivitas Pribadi (Personal Productivity) di Tempat Kerja

Informasi Workshop

Most people find that they wish they had more time in a day. This workshop will show participants how to organize their lives and find those hidden moments. Participants will learn how to establish routines, set goals, create an efficient environment, and use time-honored planning and organizational tools to maximize their personal productivity.

Personal Productivity is a goal most of us have. Through this workshop your participants will be on the right track in achieving that goal. Some people blame everything that goes wrong in their life on something or someone else, but through this workshop your participants will take ownership and begin to lead a more productive life.

PERSONAL PRODUCTIVITY OUTLINE:

Module One: Getting Started

Icebreaker
Housekeeping Items
The Parking Lot
Workshop Objectives

Module Two: Setting SMART Goals

The Three P’s
The SMART Way
Prioritizing Your Goals
Evaluating and Adapting

Module Three: The Power of Routines

What is a Routine?
Personal Routines
Professional Routines
Six Easy Ways to Simplify Your Life

Module Four: Scheduling Yourself

The Simple Secret of Successful Time Management
Developing a Tracking System
Scheduling Appointments
Scheduling Tasks

Module Five: Keeping Yourself on Top of Tasks

The One-Minute Rule
The Five-Minute Rule
What To Do When You Feel Like You’re Sinking

Module Six: Tackling New Tasks and Projects

The Sliding Scale
A Checklist for Getting Started
Evaluating and Adapting

Module Seven: Using Project Management Techniques

The Triple Constraint
Creating the Schedule
Using a RACI Chart

Module Eight: Creating a Workspace

Setting Up the Physical Layout
Ergonomics 101
Using Your Computer Efficiently

Module Nine: Organizing Files and Folders

Organizing Paper Files
Organizing Electronic Files
Scheduling Archive and Clean-Up

Module Ten: Managing E-Mail

Using E-mail Time Wisely
Taking Action!
Making the Most of Your E-mail Program
Taking Time Back from Handheld Devices

Module Eleven: Tackling Procrastination

Why We Procrastinate
Nine Ways to Overcome Procrastination
Eat That Frog!

Module Twelve: Wrapping Up

Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations

Time

31 March 2025 11:02 am – 11:02 am(GMT+07:00)

Jadwal Lainnya

30April 11:02 am

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mon31mar11:08 ammon11:08 amMengatasi Penolakan dalam Penjualan

Informasi Workshop

Experiencing a sales objection can be a disheartening event. Through this course your participants will learn how to eliminate the objection and push through to get that sale. Even the best quality services or items can be turned down, and learning how to overcome these denials will be of great benefit.

Overcoming Sales Objections is an essential part of the sales process, as it will open up a whole new set of opportunities. It will produce new sales and provide an ongoing relationship with new clients. Objections will always occur no matter the item being sold or presented.

OVERCOMING SALES OBJECTIONS OUTLINE:

Module One: Getting Started

Housekeeping Items
The Parking Lot
Workshop Objectives
Action Plans and Evaluation Forms

Module Two: Three Main Factors

Skepticism
Misunderstanding
Stalling
Module Two: Review Questions

Module Three: Seeing Objections as Opportunities

Translating the Objection to a Question
Translating the Objection to a Reason to Buy
Case Study
Module Three: Review Questions

Module Four: Getting to the Bottom

Asking Appropriate Questions
Common Objections
Basic Strategies
Case Study
Module Four: Review Questions

Module Five: Finding a Point of Agreement

Outlining Features and Benefits
Identifying Your Unique Selling Position
Agreeing with the Objection to Make the Sale
Case Study
Module Five: Review Questions

Module Six: Have the Client Answer Their Own Objection

Understand the Problem
Render It Unobjectionable
Case Study
Module Six: Review Questions

Module Seven: Deflating Objections

Bring up Common Objections First
The Inner Workings of Objections
Case Study
Module Seven: Review Questions

Module Eight: Unvoiced Objections

How to Dig up the “Real Reason”
Bringing Their Objections to Light
Case Study
Module Eight: Review Questions

Module Nine: The Five Steps

Expect Them
Welcome Them
Affirm Them
Complete Answers
Compensating Benefits
Module Nine: Review Questions

Module Ten: Dos and Don’ts

Dos
Don’ts
Module Ten: Review Questions

Module Eleven: Sealing the Deal

Understanding When It’s Time to Close
Powerful Closing Techniques
The Power of Reassurance
Things to Remember
Module Eleven: Review Questions

Module Twelve: Wrapping Up

Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations

Time

31 March 2025 11:08 am – 11:08 am(GMT+07:00)

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mon31mar11:08 ammon11:08 amMeningkatkan Keterampilan Mengelola Proyek (Project Management)

Informasi Workshop

With the increasing demand for efficient project delivery, mastering the art of project management has become a critical skill for both businesses and individuals. Project management is the practice of planning, organizing, and managing resources to achieve specific goals and objectives, while adhering to the predefined project parameters. It provides control over the project lifecycle, from its initiation to its completion. Whether a business is planning a small-scale project or a large-scale initiative, effective project management is the key to ensuring success.

The Project Management 7th Edition course will cover principles and techniques in accordance with the Project Management Body of Knowledge (PMBOK) 7th Edition, which is the globally recognized standard for project management best practices. Participants will gain an understanding of value delivery, project management principles, as well as performance domains that are important for final delivery outcomes. As the world continues to change with technology evolving and new organizations emerging, it’s important to reconsider the global perspectives that are found within the PMBOK Guide.

PROJECT MANAGEMENT 7TH EDITION OUTLINE:

Module One: Getting Started

Icebreaker
Housekeeping Items
The Parking Lot
Workshop Objectives

Module Two: Introduction to Project Management

What is a Project?
What is Project Management?
What is a Project Manager?
The Value of Project Management
7th Edition Changes
Practical Illustration
Module Two: Review Questions

Module Three: Value Delivery

Creating Value for Organizations
Governance Systems
Functions That Support Products
Project Influences
Product Management
Practical Illustration
Module Three: Review Questions

Module Four: Project Management Values

Code of Ethics
Responsibility
Respect
Fairness
Honesty
Practical Illustration
Module Four: Review Questions

Module Five: Project Management Principles (I)

What are Principles?
The Development of Principles
General Management Principles
Stewardship
Team
Practical Illustration
Module Five: Review Questions

Module Six: Project Management Principles (II)

Stakeholders
Value
Systems Thinking
Leadership
Tailoring
Practical Illustration
Module Six: Review Questions

Module Seven: Project Management Principles (III)

Quality
Complexity
Risk
Adaptability and Resiliency
Change
Practical Illustration
Module Seven: Review Questions

Module Eight: Project Performance Domains (I)

What is a Project Performance Domain?
Stakeholder Performance Domain
Team Performance Domain
Development Approach and Life Cycle Performance Domain
Planning Performance Domain
Practical Illustration
Module Eight: Review Questions

Module Nine: Project Performance Domains (II)

Project Work Performance Domain
Delivery Performance Domain
Measurement Performance Domain
Uncertainty Performance Domain
Interactions Among the Domains
Practical Illustration
Module Nine: Review Questions

Module Ten: The Tailoring Process

What is the Tailoring Process?
Tailoring Considerations
Aspects to Tailor
Tailoring With the Performance Domains
Diagnostics
Practical Illustration
Module Ten: Review Questions

Module Eleven: Models, Methods, and Artifacts

Defining the Terms
Commonly Used Models
Commonly Used Methods
Commonly Used Artifacts
What to Avoid
Practical Illustration
Module Eleven: Review Questions

Module Twelve: Wrapping Up

Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations

Time

31 March 2025 11:08 am – 11:08 am(GMT+07:00)

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