keygen for SkillSoft Management Tools and Metrics by LiB
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┌█ SkillSoft.Management.Tools.and.Metrics-LiB █┐
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┌──────────────────────┐ ▓▒░ Release Information ░▒▓ ┌──────────────────────┐
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├───────────────────────────────────────────────────────────────────────────┤
│ TITLE : Management Tools and Metrics │
├───────────────────────────────────────────────────────────────────────────┤
│ AUTHOR : SkillSoft │
├───────────────────────────────────────────────────────────────────────────┤
│ PUBLISHER : SkillSoft │
├───────────────────────────────────┬───────────────────────────────────────┤
│ ISBN : 0000000 │ MAKER : TEAM LiB │
├───────────────────────────────────┼───────────────────────────────────────┤
│ PAGES : N/A Pages │ PACKAGER : TEAM LiB │
├───────────────────────────────────┼───────────────────────────────────────┤
│ EDITION : N/A │ SUPPLIER : TEAM LiB │
├───────────────────────────────────┼───────────────────────────────────────┤
│ LANGUAGE : ENGLISH │ FORMAT : ZIP │
├───────────────────────────────────┼───────────────────────────────────────┤
│ RELEASE : 03-03-09 │ SIZE : 17.68 MB │
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┌────────────────────────┐ ▓▒░ Release Notes ░▒▓ ┌──────────────────────────┐
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│ [Product Information] │
│ │
│ │
│ Overview/Description │
│ Customers contacting Support Centers expect the same level of │
│ professionalism each time they interact with a Customer Support │
│ Specialist (CSS). To ensure this consistently high level of service, │
│ the CSS can draw an array of management tools and processes that both │
│ guide and measure his performance. This course is intended to │
│ demonstrate the management and measurement tools a professional CSS │
│ is expected to use when dealing with individual customers and │
│ participating in the overall operation of the Support Center. The │
│ skills and knowledge required include how to use tools associated │
│ with problem, change, knowledge, and security management. This course │
│ helps to prepare learners interested in the Customer Support │
│ Specialist (CSS) Certification, which is targeted to individuals │
│ wishing to qualify to work in a customer support environment. │
│ │
│ Target Audience │
│ Individuals interested in the Customer Support Specialist (CSS) │
│ certification. │
│ │
│ Expected Duration (hours) │
│ 2.0 │
│ │
│ Lesson Objectives │
│ │
│ Management Tools and Metrics │
│ # recognize the benefits of using management tools in the Customer │
│ Support Center │
│ # sequence the steps in a problem management process in a given │
│ scenario │
│ # identify the problem management tools available to a CSS │
│ # identify the appropriate stages of change management to use in a │
│ given scenario │
│ # sequence the stages of the change-management process │
│ # match knowledge types with examples │
│ # determine the appropriate security management decisions in a given │
│ scenario │
│ # identify the benefits of using customer service measurements in a │
│ Support Center │
│ # match the most common metrics for customer support performance with │
│ examples │
│ # determine the appropriate survey type for a given scenario │
│ │
│ [Install Information] │
│ │
│ Unpack it ! │
│ Enjoy this fine release from TEAM LiB ~_* │
│ │
│ [For more information] │
│ │
│ http://www.skillsoft.com/Catalog/detail.asp? │
│ CourseCode=cust_03_a03_bs_enus │
│ │
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┌─────────────────────┐ ▓▒░ TEAM LiB AGREEMENTS ░▒▓ ┌───────────────────────┐
│ └─────────────────────────────┘ │
│ │
│ Attention: Please read these terms carefully before using our │
│ release. Using our release indicates that you have read and accepted │
│ these agreements. If you do not agree to accept these terms, do not │
│ use our release or infomation from it. We may change the terms of │
│ this Agreement at any time. │
│ │
│ YOU MAY USE OUR RELEASE FOR EVALUATION PRUPOSES ONLY. WE WILL NOT BE │
│ HELD RESPONSIBLE FOR OUR RELEASE. IF YOU LIKE THIS BOOKWARE, YOU'RE │
│ STRONGLY ADVISED TO BUY IT. BOOKWARE PUBLISHER AND AUTHOR NEED │
│ QUALITY PRODUCTS. YOU MAY NOT USE OUR RELEASE TO MAKE MONEY OR USE IT │
│ SUPPORT FOR COMMERCIAL PURPOSE. │
│ │
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