Call Centre Training is a comprehensive course designed to provide you with the skills and knowledge to thrive in a customer-centric environment. The course explores the fundamentals of call centre operations and the nuances of the agent-customer relationship. It offers in-depth insights into telephone etiquette, effective communication strategies and negotiation techniques. Call Centre Training also covers the management of difficult customers and introduces key performance indicators essential for benchmarking performance. With a unique blend of theoretical knowledge, this course sets the stage for you to excel in the dynamic world of call centres.
Course Information This course aims to empower you with the expertise to proficiently navigate process mapping and master the art of crafting Standard Operating Procedures (SOPs) within regulated environments. Whether you're engaged in activities that demand process improvement, continual enhancement, or SOP creation, this course offers invaluable insights tailored to your needs. It caters to individuals tasked with managing, documenting, and implementing processes and SOPs, irrespective of prior experience or skills. Our curriculum does not focus on specific software or approaches, focusing instead on fundamental principles and adaptable concepts applicable across diverse organisational landscapes. Benefits include: Hands-on experience in mapping processes An understanding of how process maps can be used to define, communicate and continually improve complex processes An understanding of best practice for SOPs using of process maps/process flow diagrams and process mind maps to complement text An insight into the preparation of concise and user friendly SOPs. This course is structured to encourage delegates to: Discuss and develop ideas Develop a practical approach for creating process maps and writing SOPs Understand how to use process maps in SOPs effectively Discuss how process mapping for preparing SOPs can be applied to process improvement for SOPs. Is this course for you? The course is designed for all those with responsibility for managing, documenting and implementing processes and SOPs. It assumes no prior experience or skills. The course does not recommend any specific software or approach, but explores the principles and ideas that can be applied in any organisation. What will you learn? Hands-on experience in mapping processes An understanding of how process maps can be used to define, communicate and continually improve complex processes An understanding of best practice for SOPs using of process maps/process flow diagrams and process mind maps to complement text An insight into the preparation of concise and user friendly SOPs. By the end of the course you will be able to: Create process maps and write clearer more concise SOPs Understand how to use process maps in SOPs effectively Understand how process mapping can be applied to process improvement and better SOPs. Tutors Tutors will be comprised of (click the photos for biographies): Laura Brown Director, Laura Brown Training and Development David Butler VP of Quality, Resolian Programme Please note timings may be subject to alteration. Day 1 09:00 Welcome, Introductions and Course Objectives Why Companies manage by process. 10:00 Exercise 1 - First Steps Mechanisms for process mapping, levels at which it can be applied, and the roles and responsibilities of process owners. 10:30 Exercise 1 - Feedback 10:45 Break 11:00 Mapping Processes The stages involved in mapping processes including how to construct a SIPOC chart. 11:45 Exercise 2 - Mapping A Process A first opportunity to practice your new process mapping skills. 12:30 Exercise 2 - Feedback 13:00 Lunch 14:00 Exercise 3 - Discussion of Options for Format, Structure and Layout What Makes A Good SOP? Discussion of options for format, structure, level of detail of SOPs and the use of process maps for SOP writing. A case study example of a good SOP which uses a flow chart/process map. 14:45 Exercise 3 - Feedback 15:00 Break 15:15 A Case Study example of a good SOP that uses a flow chart / process map 15:30 Exercise 4 Discussion of the content of an SOP using a Process Map 15:35 Exercise 4 - Feedback 15:45 Key Writing Considerations 16:15 Exercise 5 16:45 Exercise 5 - Feedback 17:00 Close of Day Day 2 09:00 Review of Day 1 09:15 Using Metrics Selecting and using metrics to monitor and improve processes. 10:00 Exercise 6 - Practice in Process Mapping Creating Process Maps from multi-source information. 11:00 Break 11:15 Exercise 6 - Feedback 11:45 Common Pitfalls Common problems and tips for good Process Mapping. 12:15 Demonstration of Process Mapping on a PC 12:45 Lunch 13:30 Exercise 7 - Mind Mapping 14:30 Exercise 7 - Feedback 15:00 Break 15:15 Exercise 8 - Using Process Maps to Write an SOP Applying your process mapping skills as part of writing an SOP 15:30 Exercise 8 - Feedback 15:45 Course Review and Follow-up 16:00 Close of Course Extra Information Face-to-face course Course Material Course material will be available in PDF format for delegates attending this course. The advantages of this include: Ability for delegates to keep material on a mobile device Ability to review material at any time pre and post course Environmental benefits – less paper being used per course. The material will be emailed in advance of the course and RQA will not be providing any printed copies of the course notes during the training itself. Delegates wishing to have a hard copy of the notes should print these in advance to bring with them. Alternatively delegates are welcome to bring along their own portable devices to view the material during the training sessions. Remote course Course Material This course will be run completely online. You will receive an email with a link to our online system, which will house your licensed course materials and access to the remote event. Please note this course will run in UK timezone. The advantages of this include: Ability for delegates to keep material on a mobile device Ability to review material at any time pre and post course Environmental benefits – less paper being used per course Access to an online course group to enhance networking. You will need a stable internet connection, a microphone and a webcam. Development Level Learn
Course Title: Symmetrical Components for Three-Phase Power Analysis Unlock the Power of Symmetry in Electrical Systems! Are you ready to elevate your understanding of three-phase power analysis? Introducing our comprehensive course on 'Symmetrical Components for Three-Phase Power Analysis' - a unique opportunity to delve into the intricacies of electrical systems and gain a competitive edge in the field. Course Overview: Master Symmetrical Components: Delve into the heart of electrical systems by understanding symmetrical components. Learn how to break down complex three-phase power systems into simpler symmetrical parts, facilitating analysis and problem-solving. Real-world Applications: Explore practical applications of symmetrical components in power system analysis, fault detection, and protection schemes. Gain insights into solving real-world challenges faced in the design, operation, and maintenance of electrical networks. Advanced Analysis Techniques: Acquire advanced analytical skills to assess system stability, fault currents, and voltage variations using symmetrical components. Uncover techniques that streamline analysis and enhance the efficiency of power systems. Hands-on Exercises: Reinforce your learning through hands-on exercises and simulations. Apply symmetrical component principles to solve problems, analyze case studies, and gain practical experience in a controlled learning environment. Industry Expert Instructors: Learn from seasoned industry experts with extensive experience in power system analysis. Our instructors bring real-world insights, ensuring that you receive relevant and up-to-date knowledge that you can apply immediately. Interactive Learning Environment: Engage in dynamic discussions, collaborate with peers, and participate in interactive sessions that foster a deeper understanding of symmetrical components. Our platform is designed to encourage active learning and knowledge retention. Certification: Upon successful completion of the course, receive a prestigious certification that attests to your mastery of symmetrical components for three-phase power analysis. Enhance your professional credibility and open doors to new opportunities in the electrical engineering field. Who Should Attend: Electrical Engineers Power System Analysts Control System Engineers Energy Sector Professionals Students and Researchers in Electrical Engineering Invest in Your Future: Enroll in 'Symmetrical Components for Three-Phase Power Analysis' today and equip yourself with the knowledge and skills needed to excel in the dynamic field of electrical engineering. Stay ahead of the curve, solve complex problems, and make a significant impact on the efficiency and reliability of power systems. Don't miss this chance to elevate your expertise! Enroll now and transform your understanding of three-phase power analysis with symmetrical components. Course Curriculum Introduction Introduction 00:00 Symmetrical Components Overview Symmetrical Components Overview 00:00 The Components The Components 00:00 The A Operator The A Operator 00:00 Working With The A Operator Working With The A Operator 00:00 Synthesis Equations Synthesis Equations 00:00 Problems Solutions Problems Solutions 00:00
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This Professional Certificate Course in Factors Affecting the Development of the Tourism and Hospitality Industry provides a comprehensive overview of the historical evolution of the sector. Delving into the impact of technological, economic, and social changes, participants will gain insights into the industry's transformative journey. The course also explores contemporary factors influencing the future development of tourism and hospitality, offering a holistic understanding of this dynamic field. After the successful completion of the course, you will be able to learn about the following: The historical development of the tourism and hospitality industry. The impact of technological, economic and social changes on the development of the tourism and hospitality industry. The contemporary factors that will affect the future development of the tourism and hospitality industry. This Professional Certificate Course in Factors Affecting the Development of the Tourism and Hospitality Industry offers a comprehensive understanding of the industry's historical evolution, examining key milestones and trends. Participants will delve into the profound influence of technological advancements, economic shifts, and social changes on the industry's development. The course also explores contemporary factors shaping the future, focusing on global dynamics and emerging trends critical for navigating the evolving landscape of tourism and hospitality. This Professional Certificate Course in Factors Affecting the Development of the Tourism and Hospitality Industry provides a comprehensive exploration of key aspects, including the historical evolution of the industry and the profound impact of technological, economic, and social transformations. Participants will gain insights into contemporary factors influencing the future development of the sector, equipping them with a strategic understanding of its dynamic landscape. Through engaging modules, learners will analyze historical trends, assess current challenges, and forecast the industry's future trajectory, fostering a holistic grasp of its evolution. Course Structure and Assessment Guidelines Watch this video to gain further insight. Navigating the MSBM Study Portal Watch this video to gain further insight. Interacting with Lectures/Learning Components Watch this video to gain further insight. Factors Affecting the Development of the Tourism and Hospitality Industry Self-paced pre-recorded learning content on this topic. Factors Affecting The Development Of The Tourism And Hospitality Industry Put your knowledge to the test with this quiz. Read each question carefully and choose the response that you feel is correct. All MSBM courses are accredited by the relevant partners and awarding bodies. Please refer to MSBM accreditation in about us for more details. There are no strict entry requirements for this course. Work experience will be added advantage to understanding the content of the course.The certificate is designed to enhance the learner's knowledge in the field. This certificate is for everyone eager to know more and get updated on current ideas in their respective field. We recommend this certificate for the following audience, Hospitality Professionals Tourism Industry Managers Business Owners in the Hospitality Sector Marketing and Sales Executives in Tourism Students Pursuing Careers in Hospitality and Tourism Industry Analysts and Researchers Government Officials in Tourism Development Entrepreneurs Exploring Tourism Ventures Event Planners and Destination Managers Travel Agency Professionals Average Completion Time 2 Weeks Accreditation 3 CPD Hours Level Advanced Start Time Anytime 100% Online Study online with ease. Unlimited Access 24/7 unlimited access with pre-recorded lectures. Low Fees Our fees are low and easy to pay online.
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