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Duration 5 Days 30 CPD hours This course is intended for Students preparing to take the CCNP Collaboration certification Network administrators Network engineers Systems engineers Overview After taking this course, you should be able to: Describe the Cisco Collaboration solutions architecture Compare the IP Phone signaling protocols of Session Initiation Protocol (SIP), H323, Media Gateway Control Protocol (MGCP), and Skinny Client Control Protocol (SCCP) Integrate and troubleshoot Cisco Unified Communications Manager with LDAP for user synchronization and user authentication Implement Cisco Unified Communications Manager provisioning features Describe the different codecs and how they are used to transform analogue voice into digital streams Describe a dial plan, and explain call routing in Cisco Unified Communications Manager Implement Public Switched Telephone Network (PSTN) access using MGCP gateways Implement a Cisco gateway for PSTN access Configure calling privileges in Cisco Unified Communications Manager Implement toll fraud prevention Implement globalized call routing within a Cisco Unified Communications Manager cluster Implement and troubleshoot media resources in Cisco Unified Communications Manager Describe Cisco Instant Messaging and Presence, including call flows and protocols Describe and configure endpoints and commonly required features Configure and troubleshoot Cisco Unity Connection integration Configure and troubleshoot Cisco Unity Connection call handlers Describe how Mobile Remote Access (MRA) is used to allow endpoints to work from outside the company Analyze traffic patterns and quality issues in converged IP networks supporting voice, video, and data traffic Define QoS and its models Implement classification and marking Configure classification and marking options on Cisco Catalyst switches The Implementing and Operating Cisco Collaboration Core Technologies (CLCOR) v1.1 course helps you prepare for advanced-level roles focused on implementation and operation of Cisco collaboration solutions. You will gain the knowledge and skills needed to implement and deploy core collaboration and networking technologies, including infrastructure and design, protocols, codecs, and endpoints, Cisco Internetwork Operating System (IOS©) XE gateway and media resources, call control, Quality of Service (QoS), and additional Cisco collaboration applications.This course helps prepare you to take the exam:350-801 Implementing and Operating Cisco Collaboration Core Technologies (CLCOR)After you pass this exam, you earn Cisco Certified Specialist - Collaboration Core certification and satisfy the core requirement for these certifications:CCNP CollaborationCCIE CollaborationThis course prepares you for the 300-435 Automating Cisco Enterprise Solutions (ENAUTO) certification exam. Introducing Automation for Cisco Solutions (CSAU) is required prior to enrolling in Implementing Automation for Cisco Enterprise Solutions (ENAUI) because it provides crucial foundational knowledge essential to success. Course Outlines Describing the Cisco Collaboration Solutions Architecture Exploring Call Signaling over IP Networks Integrating Cisco Unified Communications Manager LDAP Implementing Cisco Unified Communications Manager Provisioning Features Exploring Codecs Describing Dial Plans and Endpoint Addressing Implementing MGCP Gateways Implementing Voice Gateways Configuring Calling Privileges in Cisco Unified Communications Manager Implementing Toll Fraud Prevention Implementing Globalized Call Routing Implementing and Troubleshooting Media Resources in Cisco Unified Communications Manager Describing Cisco Instant Messaging and Presence Enabling Cisco Jabber© Configuring Cisco Unity Connection Integration Configuring Cisco Unity Connection Call Handlers Describing Collaboration Edge Architecture Analyzing Quality Issues in Converged Networks Defining QoS and QoS Models Implementing Classification and Marking Configuring Classification and Marking on Cisco Catalyst Switches

Duration 1 Days 6 CPD hours This course is intended for This course is intended for customer service professionals with any level of experience who want to expand their knowledge, improve their skill set, and increase the understanding of customer benefits. Overview In this course, you will develop the skills to coach for results. You will:  Describe the benefits of customer service, identify internal customers, identify the benefits to you of giving good customer service, and identify how you can help your company to excel. Identify the major trends in customer service today and the combination of criteria required for customer satisfaction. Identify the benefits of bringing respect, emotional support, and a personal touch to customer interactions, and apply the personal touch to customer interactions. Identify the six categories of face-to-face communication, the critical success factors in face-to-face communication, and the benefits of actively listening to your customers. Identify remote customer service communication channels and apply remote customer service best practices. Identify guidelines for handling unreasonable customers, explore ways to handle angry customers, and identify guidelines for handling unhelpful colleagues. Take action to increase the loyalty of the customers you serve. You will also identify guidelines for dealing with moments of truth, identify the benefits of customer complaints, identify the steps in the service recovery process, and analyze the moments of truth in a real-life situation. As a customer service representative, you are expected to handle customer interactions in the best way possible. The expectations of both your company and your customers hinge on your ability to provide the right service in the right way. In this course, you will explore the background and techniques of customer interactions.Providing quality customer care ensures that every single contact with your company is a positive experience. Customers can range from external consumers to internal employees in other departments. Knowing how to provide the same level of service to all customers will enrich your time spent at work by establishing positive business relationships. Recognizing crucial points throughout customer interactions increases your ability to solve problems and offer affirmative solutions. Applying this knowledge to trends in service and consumer desires allows you to contribute to the company?s bottom line and make a customer?s life a little easier. Understanding Customer Service Describe Customer Service Benefits Recognize the Importance of Internal Customer Service Identify How Customer Service Benefits You Excel with Customer Service Identifying How Customers Define the Success of Your Company Recognize Trends in Customer Service Identify Criteria for Customer Satisfaction Increasing Customer Satisfaction Identify Characteristics of the Personal Touch Create Lasting Positive Impressions on Your Customers Providing Face-to-Face Customer Service Identify Categories of Face-to-Face Contact Understand the Critical Success Factors in Face-to-Face Customer Service Identify the Characteristics of Active Listening Providing Remote Customer Service Identify Remote Customer Service Communication Channels Apply Remote Customer Service Best Practices Engaging Difficult Customers Serve Difficult Customers Manage Angry Customers Deal with Difficult or Unhelpful Colleagues Increasing Customer Loyalty Optimize Moments of Truth Recognize the Value of Customer Complaints Identify the Stages of the Service Recovery Process

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HR and Leadership Management is one of our best selling and most popular course. This course is suitable for anyone aspiring to or already working in Leadership and looks at skills needed to improve Leadership. By taking this course you will gain the necessary skills to perform effectively in this field. The HR and Leadership Management is organised into 3 modules and includes everything you need to become successful in this profession. To make this course more accessible for you, we have designed it for both part-time and full-time students. You can study at your own pace or become an expert in just 29hours! If you require support, our experienced tutors are always available to help you throughout the comprehensive syllabus of this course and answer all your queries through email. Why choose this course Earn an e-certificate upon successful completion. Accessible, informative modules taught by expert instructors Study in your own time, at your own pace, through your computer tablet or mobile device Benefit from instant feedback through mock exams and multiple-choice assessments Get 24/7 help or advice from our email and live chat teams Full Tutor Support on Weekdays Course Design The course is delivered through our online learning platform, accessible through any internet-connected device. There are no formal deadlines or teaching schedules, meaning you are free to study the course at your own pace. You are taught through a combination of Video lessons Online study materials Mock exams Multiple-choice assessment Certification After the successful completion of the final assessment, you will receive a CPD-accredited certificate of achievement. The PDF certificate is for £9.99, and it will be sent to you immediately after through e-mail. You can get the hard copy for £15.99, which will reach your doorsteps by post.

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It is essential that those charged with responsibility for credit control and debt recovery have a full appreciation of the relevant law: no-one can negotiate effectively to recover a debt if they don't understand the ultimate sanctions they can apply. This programme is designed to give them a practical, up-to-date understanding of the law as it applies to your particular organisation. This course will help ensure that participants: Understand the relevant laws Know how and when to invoke legal processes Avoid legal pitfalls in debt collection negotiations Specific, practical learning points include: Definition of 'harassment' How to set up an in-house collection identity Whether cheques in 'full and final settlement' are binding The best steps to trace a 'gone away'... and many, many more. 1 Data protection and debt recovery There are a whole range of things which can be checked on members of the public and which are not affected by the restraints of the Data Protection Act. These will be explained in simple, clear terms so that staff can use this information immediately. 2 County Court suing The expert trainer will show how to sue for money owed, obtain judgment and commence enforcement action without leaving your desk. This module is aimed at showing how to make the Courts work for you instead of the other way around! 3 Enforcement of judgments There are many people who have a County Court Judgment (CCJ) against their debtor but who still remain unpaid. This session explains each of the enforcement methods and how to use them to best effect. Enforcement methods covered include: Warrant of Execution Using the sheriff (now known as High Court Enforcement Officers) Attachment of earnings Third Party Debt Orders Charging Orders (over property and goods) Winding-up companies and making individuals bankrupt 4 Office of Fair Trading rules on debt recovery Surprisingly few people are aware of the Office of Fair Trading rules on debt recovery and many of those that do know think they don't apply to them - but they do. Make sure you know what you need to! 5 New methods to trace elusive, absentee and 'gone away' debtors Why write the money off when you can trace the debtor and collect the money you are owed? 6 Credit checking of new and existing customers It makes sense to credit check would-be, new and existing customers to evaluate the likelihood of payment delays or perhaps not being paid at all. This session shows a range of credit checking steps, many of which can be done completely free of charge, including a sample credit application/ account opening form. 7 Late Payment of Commercial Debts Regulations Do your staff understand this legislation and how to use it to make people pay quicker than ever before? The trainer shows how. 8 The Enterprise Act The Enterprise Act made some startling changes to corporate and personal insolvency. What are the implications for credit control and debt recovery within your organisation?

The Microsoft Office Essential Training for PA aims to help you navigate your way around the key areas of the Microsoft Word, Excel and PowerPoint 2016 programs, as well as showcasing the latest features of each application. By increasing your understanding of the applications of Microsoft Office 2016, you will become more confident and efficient in the workplace. If you are considering a new career, hoping to move into a more IT-focussed role or simply need to feel more confident with computers, then this is the ideal course for you. Why choose this course Earn an e-certificate upon successful completion. Accessible, informative modules taught by expert instructors Study in your own time, at your own pace, through your computer tablet or mobile device Benefit from instant feedback through mock exams and multiple-choice assessments Get 24/7 help or advice from our email and live chat teams Full Tutor Support on Weekdays Course Design The course is delivered through our online learning platform, accessible through any internet-connected device. There are no formal deadlines or teaching schedules, meaning you are free to study the course at your own pace. You are taught through a combination of Video lessons Online study materials Mock exams Multiple-choice assessment Certification After the successful completion of the final assessment, you will receive a CPD-accredited certificate of achievement. The PDF certificate is for £9.99, and it will be sent to you immediately after through e-mail. You can get the hard copy for £15.99, which will reach your doorsteps by post. Course Content Microsoft Word Identify the Components of the Word Interface 00:30:00 Create a Word Document 00:30:00 Help 00:30:00 Navigate and Select Text 00:30:00 Modify Text 00:30:00 Find and Replace Text 00:30:00 Apply Character Formatting 00:30:00 Align Text Using Tabs 00:30:00 Display Text as List Items 00:30:00 Control Paragraph Layout 00:30:00 Apply Borders and Shading 00:30:00 Apply Styles 00:30:00 Manage Formatting 00:30:00 Insert a Table 00:30:00 Modify a Table 00:30:00 Format a Table 00:30:00 Convert Text to a Table 00:30:00 Sort a List 00:30:00 Renumber a List 00:30:00 Customize a List 00:30:00 Insert Symbols and Special Characters 00:30:00 Add Images to a Document 00:30:00 Apply a Page Border and Color 00:30:00 Add a Watermark 00:30:00 Add Headers and Footers 00:30:00 Control Page Layout 00:30:00 Check Spelling and Grammar 00:30:00 Other Proofing Tools 00:30:00 Check Accessibility 00:30:00 Customize the Word Interface 00:30:00 Additional Save Options 00:30:00 Manage Additional File Types 00:30:00 Activities - Microsoft Word 2016 for Beginners 00:00:00 Microsoft Excel Identify the Elements of the Excel Interface 00:30:00 Activity - Identify the Elements of the Excel Interface 00:05:00 Create a Basic Worksheet 01:00:00 Activity - Create a Basic Worksheet 00:05:00 Use the Help System 00:15:00 Activity - Use the Help System 00:05:00 Create Formulas in a Worksheet 01:00:00 Activity - Create Formulas in a Worksheet 00:05:00 Insert Functions in a Worksheet 00:30:00 Activity - Insert Functions in a Worksheet 00:05:00 Reuse Formulas 00:30:00 Activity - Reuse Formulas 00:05:00 Manipulate Data 00:30:00 Activity - Manipulate Data 00:05:00 Insert, Manipulate, and Delete Cells, Columns, and Rows 00:30:00 Activity - Insert, Manipulate, and Delete Cells, Columns, and Rows 00:05:00 Search For and Replace Data 00:30:00 Activity - Search For and Replace Data 00:05:00 Spell Check a Worksheet 00:30:00 Activity - Spell Check a Worksheet 00:05:00 Modify Fonts 00:30:00 Activity - Modify Fonts 00:05:00 Add Borders and Colors to Cells 01:00:00 Activity - Add Borders and Colors to Cells 00:05:00 Apply Number Formats 00:30:00 Activity - Apply Number Formats 00:05:00 Align Cell Contents 00:30:00 Activity - Align Cell Contents 00:05:00 Apply Cell Styles 00:30:00 Activity - Apply Cell Styles 00:05:00 Define the Basic Page Layout for a Workbook 01:00:00 Activity - Define the Basic Page Layout for a Workbook 00:05:00 Refine the Page Layout and Apply Print Options 00:30:00 Activity - Refine the Page Layout and Apply Print Options 00:05:00 Format Worksheet Tabs 00:30:00 Activity - Format Worksheet Tabs 00:05:00 Manage Worksheets 00:30:00 Activity - Manage Worksheets 00:05:00 Manage the View of Worksheets and Workbooks 00:30:00 Activity - Manage the View of Worksheets and Workbooks 00:05:00 Customize General and Language Options 00:30:00 Activity - Customize General and Language Options 00:05:00 Customize Formula Options 00:30:00 Activity - Customize Formula Options 00:05:00 Customize Proofing and Save Options 01:00:00 Activity - Customize Proofing and Save Options 00:05:00 Customize the Ribbon and Quick Access Toolbar 00:30:00 Activity - Customize the Ribbon and Quick Access Toolbar 00:05:00 Customize the Functionality of Excel by Enabling Add-Ins 00:30:00 Activity - Customize the Functionality of Excel by Enabling Add-Ins 00:05:00 Customize Advanced and Trust Center Options 00:30:00 Activity - Customize Advanced and Trust Center Options 00:05:00 Activities and Exercise Files - Microsoft Excel 2016 for Beginners 00:00:00 Microsoft PowerPoint Navigate the PowerPoint Environment 00:30:00 ACTIVITY - NAVIGATING THE POWERPOINT 2016 USER INTERFACE 00:05:00 Create and Save a PowerPoint Presentation 00:15:00 ACTIVITY - CREATING AND SAVING A POWERPOINT PRESENTATION 00:05:00 Use Help 00:15:00 ACTIVITY - USING POWERPOINT HELP 00:05:00 Select a Presentation Type 00:15:00 ACTIVITY - SELECTING A PRESENTATION TYPE 00:05:00 Build a Presentation 00:15:00 ACTIVITY - BUILDING A PRESENTATION 00:05:00 Lay Out a Presentation 00:15:00 ACTIVITY - LAYING OUT A PRESENTATION 00:05:00 Edit Text 00:15:00 ACTIVITY - EDITING TEXT 00:05:00 View and Navigate a Presentation 00:15:00 ACTIVITY - VIEWING A PRESENTATION 00:05:00 Format Characters 00:15:00 ACTIVITY - FORMATTING CHARACTERS 00:05:00 Format Paragraphs 00:30:00 ACTIVITY - FORMATTING PARAGRAPHS 00:05:00 Format Text Boxes 00:15:00 ACTIVITY - FORMATTING TEXT BOXES 00:05:00 Insert Images 00:30:00 ACTIVITY - INSERTING IMAGES 00:05:00 Insert Shapes 00:15:00 ACTIVITY - INSERTING SHAPES 00:05:00 Insert WordArt 00:15:00 ACTIVITY - INSERT WORDART 00:05:00 Edit Objects 00:30:00 ACTIVITY - EDITING OBJECTS 00:05:00 Format Objects 00:15:00 ACTIVITY - FORMATTING OBJECTS 00:05:00 Group Objects 00:15:00 ACTIVITY - GROUPING OBJECTS 00:05:00 Arrange Objects 00:15:00 ACTIVITY - ARRANGING OBJECTS 00:05:00 Animate Objects 00:15:00 ACTIVITY - ANIMATING OBJECTS 00:05:00 Create a Table 00:15:00 ACTIVITY - CREATING A TABLE 00:05:00 Format a Table 00:15:00 ACTIVITY - FORMATTING A TABLE 00:05:00 Insert a Table from Other Microsoft Office Applications 00:15:00 ACTIVITY - INSERTING A TABLE FROM MICROSOFT EXCEL 00:05:00 Create a Chart 00:15:00 ACTIVITY - CREATING A CHART 00:05:00 Format a Chart 00:15:00 ACTIVITY - FORMATTING A CHART 00:05:00 Manipulate a Chart 00:15:00 ACTIVITY - MANIPULATING A CHART 00:05:00 Insert a Chart from Microsoft Excel 00:15:00 ACTIVITY - INSERTING A CHART FROM MICROSOFT EXCEL 00:05:00 Review Your Presentation 00:30:00 ACTIVITY - REVIEWING YOUR PRESENTATION 00:05:00 Apply Transitions 00:15:00 ACTIVITY - APPLYING TRANSITIONS 00:05:00 Print Your Presentation 00:15:00 ACTIVITY - PRINTING YOUR PRESENTATION 00:05:00 Deliver Your Presentation 01:00:00 ACTIVITY - DELIVERING YOUR PRESENTATION 00:05:00 Activities - Microsoft PowerPoint 2016 for Beginners 00:00:00 Order your Certificates & Transcripts Order your Certificates & Transcripts 00:00:00