Jakarta International Customer Service Institute (JICSI)

With 23 Topic Training Related to

Contact Center Training

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Putar Video
  • Modul 1 : Trend Analysis
  • Modul 2 : Planning Processes
  • Modul 3 : Special Situations
  • Modul 4 : Performance Measures
  • Modul 5 : Other Processes
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Putar Video
  • Modul 1 : AI In Modern Contact Centers
  • Modul 2 : Designing Your Ecosystem
  • Modul 3 : Developing a Minimum Viable Product to Scale
  • Modul 4 : Optimizing & Refining AI Models & Practices
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Putar Video
  • Modul 1 : The Principles of Call Center Metrics
  • Modul 2 : Tactical Metrics and Reporting
  • Modul 3 : Strategic Metrics and Reporting
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Putar Video
  • Modul 1 : Dimensions of Leadership
  • Modul 2 : Communication Skills
  • Modul 3 : Change Management
  • Modul 4 : Team Building
  • Modul 5 : Motivate for Empowerment
  • Module 6 : Coaching
  • Module 7 : Staffing and Career Support
  • Module 8 : Escalations
  • Module 9 : Support Center Operations
  • Module 10 : Decision Making
  • Module 11 : Performance Management
  • Module 12 : Supervisor Strategies
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Putar Video
  • Modul 1 : Concepts, Issues, and Philosophy
  • Modul 2 : Design, Engineering, and Reengineering
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Putar Video
  • Modul 1 : Introduction and Call Center Assessment
  • Modul 2 : Introduction and Call Center Assessment
  • Modul 3 : Call Center Technology
  • Modul 4 : Forecasting and Scheduling
  • Modul 5 : Staffing the Call Center (continued)
  • Modul 6 : Training and Retention
  • Modul 7 : The Quality Monitoring Process
  • Modul 8 : Communication and Coaching for Improved Performance
  • Modul 9 : Performance Improvement Project Planning
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Putar Video
  • Modul 1 : Contact Center Mission and Structure
  • Modul 2 : Contact Center Call Delivery Systems and Capabilities
  • Modul 3 : Service Quality and Effectiveness
  • Modul 4 : Efficient Call Handling
  • Modul 5 : Agent Utilization, Motivation and Retention
  • Modul 6 : Training Contact Center
  • Modul 7 : Communications and Coaching for Continuous Performance Improvement
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Putar Video
  • Modul 1 : Contact Center Mission, Models and Contributions
  • Modul 2 : Tracking the Life of a Call
  • Modul 3 : Contact Center Structure and Staffing Technology
  • Modul 4 : Call Arrival and Delivery Technologies
  • Modul 5 : Agent Resource Utilization
  • Modul 6 : How Calls are Handled, in Detail
  • Modul 7 : How Quality is Managed
  • Modul 8 : How Performance is Evaluated
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Putar Video
  • Modul 1 : Over view quality Assurance
  • Modul 2 : QA – Quality Monitoring Scorecard
  • Modul 3 : QA – Quality Monitoring
  • Modul 4 : QA – Calibration
  • Modul 5 : QA – Performance Coaching
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Putar Video
  • Modul 1 : The Role of Quality Assurance and Monitoring in a
    Contact Centre
  • Modul 2 : QA Analyst Competencies
  • Modul 3 : The Monitoring and Feedback
    Process
  • Modul 4 : Performance Feedback Concepts
  • Modul 5 : Developing Key Coaching Skills
  • Modul 6 : Moving Forward
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Putar Video
  • Modul 1 : Introducing Live Chat Essentials
  • Modul 2 : Anatomi Live Chat
  • Modul 3 : Communicating and Building Rapport with your Live Chat
    Customers
  • Modul 4 : Listening to Your Customer’s Needs
  • Modul 5 : Investigating Your Customer’s Needs
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Putar Video
  • Modul 1 : Defining a Quality Monitoring Scorecard
  • Modul 2 : Defining Standards
  • Modul 3 : Designing the QM Scorecard
  • Modul 4 : Implementing the QM Scorecard
  • Modul 5 : Using Tools
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Putar Video
  • Modul 1 : Defining Quality Monitoring
  • Modul 2 : Selecting Customer Interactions
  • Modul 3 : Monitoring Customer Interactions
  • Modul 4 : Considering Common Mistakes and Recommendations
  • Modul 5 : Understanding Interaction Analytics Tools
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Putar Video
  • Modul 1 : Defining Calibration
  • Modul 2 : Setting Up the Calibration Process
  • Modul 3 : Designing the Calibration Process
  • Modul 4 : Understanding Calibration Best Practices
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Putar Video
  • Modul 1 : Defining Performance Coaching
  • Modul 2 : Setting Up the Performance Coaching Process
  • Modul 3 : Techniques for Conducting Successful Performance Coaching Sessions
  • Modul 4 : Understanding Performance Coaching Best Practices
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Putar Video
  • Modul 1 : The Challenges of Contact Center Workforce Management
  • Modul 2 : Analyzing Data and Creating a Forecast
  • Modul 3 : Calculating Requirements and Scheduling Staff
  • Modul 4 : Managing Intraday Performance
  • Modul 5 : Operational Structures and Stakeholder Needs
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Putar Video
  • Modul 1 : The Importance of Historical Data
  • Modul 2 : Identifying Data Sources
  • Modul 3 : Metrics and Data Validation
  • Modul 4 : Analyzing Patterns and Events
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Putar Video
  • Modul 1 : The Importance of Workload Prediction
  • Modul 2 : Long-Term Forecasting with Time Series Analysis
  • Modul 3 : Creating an Intra-Week Forecast
  • Modul 4 : Creating an Intra-Day Forecast
  • Modul 5 : The Impact of Events
  • Modul 6 : Forecasting the Average Handling Time (AHT)
  • Modul 7 : Defining the Forecast Accuracy
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Putar Video
  • Modul 1 : The Fundamentals of Calculating Staff Requirements
  • Modul 2 : Service Metrics and Types of Workload
  • Modul 3 : Calculating Staff Requirements for Different Channels
  • Modul 4 : Determining Shrinkage
  • Modul 5 : Optimizing Staff Requirements Based on Stakeholder Needs and Economies of Scale
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Putar Video
  • Modul 1 : The Challenges of Creating a Schedule
  • Modul 2 : Pre-Planning Considerations
  • Modul 3 : Different Methods to Create Schedules
  • Modul 4 : Different Methods to Assign Shifts
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Putar Video
  • Modul 1 : The Importance of Intraday Management
  • Modul 2 : Monitoring and Analyzing Data
  • Modul 3 : Reacting to Over- and Understaffing and Lack of Adherence
  • Modul 4 : Communicating Deviations Effectively
  • Modul 5 : Practicing Intraday Management
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Putar Video
  • Modul 1 : The Importance of WFM-Related Communication
  • Modul 2 : Communicating the Impact of Adherence
  • Modul 3 : Adapting Your Communication Style
  • Modul 4 : Conflict Management
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Putar Video
  • Modul 1 : Overview of Skills-Based Routing
  • Modul 2 : Implementing Skills-Based Routing
  • Modul 3 : Exploring Skills-Based Routing Best Practices