3975 Courses delivered Live Online

Duration 1 Days 6 CPD hours This course is intended for This course is intended for customer service professionals with some experience in the field who want to expand or refresh their knowledge and improve their skills. It is also intended for customer service professionals who have taken on, or are looking to assume, greater leadership responsibility. Overview In this course, you will refresh and expand your customer service skill set. You will: Apply fundamental customer service knowledge and skills. Manage your everyday workflow. Take care of customers by assessing their needs, resolving their issues, and encouraging further sales. Deal with challenging customer interactions. Apply customer service leadership skills In this course, you will apply important principles and skills you can use as a customer service professional. In addition to providing basic customer service, you'll also learn important principles and skills that will empower you to solve difficult and challenging customer interactions, encourage further sales, and take on leadership responsibilities. Applying Customer Service Foundations Topic A: Assess Customer Service Basics Topic B: Develop Interpersonal Skills Managing Your Workflow Topic A: Apply Organizational Skills Topic B: Handle Simultaneous Customer Contacts Topic C: Manage Individual Stress Taking Care of Customers Topic A: Maintain Focus on the Issue Topic B: Assess Customers Topic C: Diagnose Customers? Problems Topic D: Educate the Customer Topic E: Resolve Customers? Problems Topic F: Encourage Further Sales Through Service Dealing with Challenging Customer Interactions Topic A: Recognize Difficult Situations Topic B: Work within Your Company Parameters Topic C: Handle a Difficult Interaction Topic D: Overcome Negativity Topic E: Redirect the Customer Topic F: Follow Up on a Challenging Situation Progressing to Leadership Topic A: Lead from Within Your Team Topic B: Address Escalated Customer Issues Topic C: Analyze Customer Service Metrics Additional course details: Nexus Humans Excellence in Customer Service (Advanced) training program is a workshop that presents an invigorating mix of sessions, lessons, and masterclasses meticulously crafted to propel your learning expedition forward. This immersive bootcamp-style experience boasts interactive lectures, hands-on labs, and collaborative hackathons, all strategically designed to fortify fundamental concepts. Guided by seasoned coaches, each session offers priceless insights and practical skills crucial for honing your expertise. Whether you're stepping into the realm of professional skills or a seasoned professional, this comprehensive course ensures you're equipped with the knowledge and prowess necessary for success. While we feel this is the best course for the Excellence in Customer Service (Advanced) course and one of our Top 10 we encourage you to read the course outline to make sure it is the right content for you. Additionally, private sessions, closed classes or dedicated events are available both live online and at our training centres in Dublin and London, as well as at your offices anywhere in the UK, Ireland or across EMEA.

Duration 1 Days 6 CPD hours This course is intended for This course is for individuals who need to write clearly and concisely in a professional environment. Overview In this course, you will organize and write effective business documents. You will: Identify techniques to write effective business communication. Write electronic communication that is clear, concise, and appropriate in a business context. Apply the writing principles you have studied to specific business situations and learn to address the needs of a particular audience. Use your writing and diplomatic skills to create formal business letters. Use basic persuasive strategies that will allow you to plan and deliver effective proposals. Though businesses increasingly rely on technology, technological skills alone do not guarantee success in the workplace. You must still develop your ideas, express them clearly, and persuade others of their viability. This course offers effective strategies to sharpen your writing skills by structuring your ideas logically, exercising diplomacy in letters and reports, and shaping your arguments.In contemporary business environments, information overload makes it necessary for you to communicate clearly and concisely. Trying to make sense of a disorganized email message can be frustrating given the number of emails you have to answer daily. By analyzing your audience, organizing your writing, and employing effective persuasive techniques, your writing will make an impact. Lesson 1: Writing Effective Business Communication Topic A: Write Strong Sentences Topic B: Organize Your Content Topic C: Analyze Your Audience Lesson 2: Writing Email and Other Electronic Communication Topic A: Write an Email Topic B: Write Instant Messages and Text Messages Lesson 3: Writing Common Business Documents Topic A: Write an Internal Announcement Topic B: Write a Routine Request Topic C: Write a Response to Routine Requests Topic D: Write a Complaint Topic E: Write a Positive Response to Customer Complaints Topic F: Write Bad-News Messages Lesson 4: Writing a Business Letter Topic A: Write a Business Letter Topic B: Write a Thank-You Letter Lesson 5: Writing Business Proposals Topic A: Persuade Your Audience Topic B: Write an Executive Summary Topic C: Use Visuals Additional course details: Nexus Humans Effective Business Writing (Second Edition) training program is a workshop that presents an invigorating mix of sessions, lessons, and masterclasses meticulously crafted to propel your learning expedition forward. This immersive bootcamp-style experience boasts interactive lectures, hands-on labs, and collaborative hackathons, all strategically designed to fortify fundamental concepts. Guided by seasoned coaches, each session offers priceless insights and practical skills crucial for honing your expertise. Whether you're stepping into the realm of professional skills or a seasoned professional, this comprehensive course ensures you're equipped with the knowledge and prowess necessary for success. While we feel this is the best course for the Effective Business Writing (Second Edition) course and one of our Top 10 we encourage you to read the course outline to make sure it is the right content for you. Additionally, private sessions, closed classes or dedicated events are available both live online and at our training centres in Dublin and London, as well as at your offices anywhere in the UK, Ireland or across EMEA.

The main topics to be covered in this course are about everyday activities, family, friends, life events, remembering and forgetting, characteristics of people, holidays and more; Students practise their speaking, writing, listening and reading skills in and out of class with their teachers and classmates using their books and applications; The course is based on Ελληνικά Α and Κλικ στα Ελληνικά. In addition, there is a wide range of language material designed by the Greek LOL Teachers. All lessons are supported by educational applications to help students enrich their vocabulary and practise their Greek with fun and interactive exercises, videos and games.

Duration 5 Days 30 CPD hours This course is intended for Motivations: Use and manage containers from first principles & architect basic applications for Kubernetes Roles: general technical audiences & IT professionals CN251 is an intensive cloud native training bootcamp for IT professionals looking to develop skills in deploying and administering containerized applications in Kubernetes. Over the course of five days, students will start with learning about first principles for application containerization followed by learning how to stand up a containerized application in Kubernetes, and, finally, ramping up the skills for day-1 operating tasks for managing a Kubernetes production environment. CN251 is an ideal course for those who need to accelerate the development of their IT skills for a rapidly-changing technology landscape. Additional course details: Nexus Humans Cloud Native Operations Bootcamp training program is a workshop that presents an invigorating mix of sessions, lessons, and masterclasses meticulously crafted to propel your learning expedition forward. This immersive bootcamp-style experience boasts interactive lectures, hands-on labs, and collaborative hackathons, all strategically designed to fortify fundamental concepts. Guided by seasoned coaches, each session offers priceless insights and practical skills crucial for honing your expertise. Whether you're stepping into the realm of professional skills or a seasoned professional, this comprehensive course ensures you're equipped with the knowledge and prowess necessary for success. While we feel this is the best course for the Cloud Native Operations Bootcamp course and one of our Top 10 we encourage you to read the course outline to make sure it is the right content for you. Additionally, private sessions, closed classes or dedicated events are available both live online and at our training centres in Dublin and London, as well as at your offices anywhere in the UK, Ireland or across EMEA.

Developing a solid foundation in Greek grammar will help you create your own sentences correctly and will also make it easier to improve your communication skills in both spoken and written Greek. So this course has been designed to help you steadily advance with the Greek language. Here, on the Greek Online School Learning Management System (LMS) you will find all the grammar phenomena that you need to know for the A2 Level (basic knowledge) in Greek, the language that influenced all European languages.

Duration 3 Days 18 CPD hours This course is intended for This is an introductory-level course, designed for anyone wanting to learn Linux. Attendees should be comfortable working with computers and the command line, but no other specific skills are required to attend. Overview This skills-focused course is about 50% lab to lecture ratio, combining expert instructor-led discussions with practical hands-on labs that emphasize current techniques, best practices and standards. Working in a hands-on lab environment, guided by our expert practitioner, attendees will explore The Design of Linux Basic Operations File System Basics Wildcards File and Directory Permissions Working with files Executing Programs Using find Filters and other useful commands The vi editor Customizing the user environment Networking/Communications Backups and archiving This hands-on course provides you with an essentials-level foundation in core skills for using any version of Linux. This course focuses on essential skills that ordinary users might use daily when working with Linux. The Design of Linux A brief history of Linux The Linux design philosophy Linux architecture Basic Operations Logging in and out The general form of a Linux command Common commands Using man pages Essential commands File System Basics The Linux directory structure Standard directories Relative and absolute pathnames Legal file names Navigating the filesystem Wildcards Matching one character Matching many characters Shortcuts Wildcard gotchas Wildcards and ls File and Directory Permissions Viewing permissions File permissions Directory permissions Setting defaults Changing permissions Keeping data secure Working with files Viewing contents Identifying file contents Copying and moving Deleting Using symbolic links Executing Programs Redirecting STDOUT Redirecting STDERR Redirecting STDIN Creating pipelines Processes attributes Listing processes Killing processes Foreground & background processes Using find Syntax Finding by name, type, or size Combining tests Finding by size, owner, or timestamps Using xargs with find Other find options Filters and other useful commands What is a filter? cat: a generic filter head and tail grep sort wc other interesting filters The vi editor Why vi? Basic vi operations: navigating, adding, deleting Advanced operations: buffer management, search and replace, configuration options Customizing the user environment About shells Shell startup files Shell variables Search path Aliases Simple shell scripts Networking/Communications Reading and sending mail Remote login Remote file transfer Other network utilities (ping, finger, etc) Backups and archiving Checking space used or available Creating tar archives Viewing and extracting files from archives Compression utilities Working with windows

The work of a technical team is invariably challenging and often unpredictable. Definition of the work can be problematic, timescales can be hard to estimate and the right technical approach difficult to select. Staff involved in this type of work usually have very high levels of specialist knowledge in their field and have high expectations of those who lead them. In addition to the challenges of the work, the team leader often has to balance the need for professional excellence with financial and commercial considerations and to ensure that team goals are realistic by being an effective negotiator with other project and senior managers. These characteristics make technical team leadership a demanding and complex activity. This programme aims to help participants develop the skills needed to become an effective technical team leader. The objectives of this programme are to help participants: understand the significance of leadership skills and their impact on team performance review the key skills needed to be an effective, 'multi-dimensional' team leader and learn how to develop, adapt and apply them in practice learn how to identify the preferred leadership style for the context and organisational culture and how to develop personal style versatility understand the role of the project leader in building an effective team and the skills required to promote and sustain team performance gain a better understanding of the interpersonal skills needed to motivate individual team members and harness the full potential of the team DAY ONE 1 Technical teams and leadership What is a leader? How much can leadership be learned? The team environment and the impact of leadership skills The characteristics of high performance teams and their leaders Some useful models and theories of leadership explored Types of leadership; choosing how to use leadership power Evaluating personal leadership style; how to develop style flexibility 2 Essential skills for team leaders 3 key dimensions of effective leadership: inwards, outwards and upwards Developing and promoting a 'team vision': strategic thinking skills The vital role of communication skills and how to develop them Understanding others; emotional intelligence skills Being a visible leader; behavioural and influencing skills Building effective relationships; the importance of trust and respect DAY TWO 3 Leading inwards to build the team The role of leadership in developing team performance Understanding individuals in the team; recognising team role preferences Managing conflict and promoting positive team dynamics Setting standards, maintaining discipline and rewarding performance Harnessing team potential: building motivation within the team Promoting team learning; the team leader as coach / mentor 4 Leading outwards and upwards to support the team Negotiating realistic team goals; effective influencing skills Gaining empowerment and support from the key stakeholders Leading upwards: knowing when and how to take the initiative Building team credibility within the organisation; helping the team deliver Becoming an effective team player in leadership teams Building and maintaining rapport with influential stakeholders

The best leaders are able to enable their team and the organisation to fulfil their potential by creating a highly motivational environment. This program will equip you with skills to: Establish and communicate organisational vision and values Lead change and promote innovation Develop effective teams and coach leaders Understand motivation and develop peoples' potential.

Duration 4 Days 24 CPD hours This course is intended for This in an intermediate level Java development course geared for students experienced with Java 8 or later programming essentials who wish to quickly get up and running with advanced Java skills. This course does not cover Java programming fundamentals. Overview Students will leave this course armed with the required skills to improve their Java applications using sound coding techniques and best practices. This 'skills-centric' course is about 50% hands-on lab and 50% lecture, designed to train attendees in advanced development skills, coupling the most current, effective techniques with the soundest industry practices. Working in a hands-on learning environment, guided by our expert team, attendees will learn to: Develop modular applications in Java Utilize the tooling that is provided in Java 9 to migrate, monitor and optimize applications Use the new JShell tool to quickly test java constructs Understand how the implementation of the String class has been updated to decrease the memory footprint Use the enhancements made to the Concurrency API, working with Completable Future instance of Thread pools Specific Java 9 features that are covered in the course include: The Java Module System (project Jigsaw) JShell Updated try-with-resources Performance enhancements in Java 9 Multi-Release Jar files This fast-track course is designed for experienced developers who have prior working knowledge of basic Java 8 or Java 9 and want to take advantage of the newest features of Java 9 that can help improve performance and functionality of Java 9 applications. You will gain invaluable insight into how to leverage Modules, scale applications into multi-core environments, improve performance, and become a more effective Java 9 developer. Java 9 Updates Review of What is New in Java 9 Milling Project Coin The Java Module system (Jigsaw) Why JigSaw? Introduction to the Module System The Module Descriptor Working with Modules JShell JShell More Java 9 Other New Java 9 Features Performance Optimizations Memory Management (Optional) Multithreading and Concurrency Multithreading Concurrent Java Java 8 Concurrency Updates Reflection and References Introspection and Reflection Reference Objects Effective Java Objects, Declarations, and Initializations Exceptions Writing High-Performance Applications Profiling and Benchmarking Profiling Tools Code Optimization Techniques Code Optimization Myths Design Optimization Techniques

Duration 5 Days 30 CPD hours This course is intended for The primary audience for this course is as follows: Cisco Unified Communications system channel partners and resellers who are responsible for deployment and application engineering for Cisco Unified Contact Center Express customers. System and technical support engineers. Day 1 and Day 2 support personnel. Customers deploying and maintaining Cisco Unified CCX Overview Upon completing this course, the learner will be able to meet these overall objectives: Review Cisco Unified CCX environment components Create prompt recording tools Create a helpdesk script Apply common sense principles for scripting and system management, such as: Prompt, document, and grammar management Using the default script Scripting for proper call termination and ending a script Abandon rates Exception handling Check Agent Availability before and after entering queue Using Java Methods for Holiday and Time of Day routing Setup access and use an external database Define and use skills Script for conditional routing Script for basic callback scenarios Setup and use enterprise data and session management Script for queuing and scheduled callback scenarios Building on the knowledge base and scripting experience learned in the UCCXD class, the student will explore advanced techniques in scripting and overall Cisco Unified CCX functionality. During this five day class the students will use advanced scripting to implement features that extend the functionality of Cisco Unified CCX using many of the tools that are already available in the premium version of the product. Students should expect to spend time using the script editor and other tools to create developer tools and enhanced scripts to provide for a more functional and user-friendly customer experience. Activities include creating prompt recording tools, applying common sense scripting principles, creating simple and complex ACD routing scripts, holiday routing, external database access, various callback scenarios such as non-queuing, queuing, and scheduled callbacks, defining and using enterprise data, passing data from one script to another using session management, and much more. Additionally, since this class focuses on complex scripting concepts, it requires the student to learn more about fundamental scripting requirements such as data manipulation and formatting, using variables and array variables, and using Java programming methods. Course Introduction Learner Prerequisite Skills and Knowledge Course Goal Course Objectives Course Flow General Administration Lab Diagram Please Introduce Yourself Lesson 1: Cisco Unified CCX Overview Components of the Cisco Unified CCX Environment Gateways Routers Cisco Unified Communications Manager Cisco Unified CCX Script Editor Cisco Finesse Cisco Unified Intelligence Center Cisco Unified CCX Agent External Servers Cisco Unified CCX System Cluster Components Engine Database Server Call Flow Terms The Call Flow The Debug Process Reactive Non-Reactive Lesson 2: Prompt Recording Utilities Prompt Recorder Emergency Message Recorder Lesson 3: Basic ACD Routing Review Script Steps used in a Simple ACD Routing Script Resource Group Routing Defining the Contact Service Queue Create a Simple ACD routing script Lesson 4: Common Scripting Concepts Prompt Management Using the Default Script Terminating a Call and Ending a Script Abandon Rates Exception Handling Script Interruptions Check Agent Availability before and after entering queue Using Java Methods for Holiday and Time of Day routing Lesson 5: Accessing an External Database Database architecture and supported databases Setting up the Database Subsystem Using Database script steps Lesson 6: Skills Based Routing Appling skills to agents Defining the Contact Service Queue Specifying the CSQ in the Script Lesson 7: Advanced ACD Routing Overflow Routing When to Overflow How to get the Data Needed for Making Decisions Describe Methods of Overflowing Lesson 8: Basic ACD Callback Options Setup the Email Subsystem Script for Email Notification Script for Leaving a Recorded Message Script for Callback when Queue Times have Decreased Lesson 9: Enterprise Data and Session Management Define Enterprise Data in Cisco Finesse Define a Call Variable Layout in Cisco Finesse Define ECC Variables in the script editor Set Enterprise Data in the script Define Session Management Setup Session Management Use Session Management to Pass Variable Information Between Scripts Lesson 10: Advanced ACD Callback Options Leave Queued Message with an Option for Callback Scheduled Callback