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Contact Center Workforce Management
Contact Center Workforce Management
Online Sharing

Contact Center Workforce Management

Introduction : Contact Center adalah unit kerja yang unik, berbeda dengan fungsi atau unit kerja lainnya di perusahaan. Selain padat…

Managing Our Behaviour For Higher Productivity At Work
Managing Our Behaviour for Higher Productivity at Work
Online Sharing

Managing Our Behaviour for Higher Productivity at Work

Introduction : Dimanapun kita berada, terdapat potensi bagi kita untuk bertemu dan berinteraksi dengan orang lain tak terkecuali di lingkungan…

Contact Center Quality Assurance
Contact Center Quality Assurance
Online Sharing

Contact Center Quality Assurance

Introduction : Quality Assurance (QA) sering disebut juga dengan Quality Monitoring adalah suatu kegiatan untuk memantau, mengukur dan meningkatkan kualitas…

Powerpoint Presentation Design – Templating A Theme
Powerpoint Presentation Design – Templating A Theme
Online Sharing

Powerpoint Presentation Design – Templating A Theme

Introduction : Powerpoint adalah salah satu tools yang umum digunakan di dunia kerja dalam membuat presentasi untuk menyampaikan ide, mengenalkan…

Effective Business Writing
Effective Business Writing
Online Sharing

Effective Business Writing

Introduction : Salah satu cara ampuh untuk membangun reputasi perusahaan adalah melalui penyediaan komunikasi tertulis yang berkualitas untuk pelanggan. Beberapa…

Powerpoint Presentation Design – Things To Avoid
Powerpoint Presentation Design – Things to Avoid
Online Sharing

Powerpoint Presentation Design – Things to Avoid

Introduction : Powerpoint adalah salah satu tools yang umum digunakan di dunia kerja dalam membuat presentasi untuk menyampaikan ide, mengenalkan…

Key Success Factor For Managing Contact Center
Key Success Factor for Managing Contact Center
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Key Success Factor for Managing Contact Center

Introduction : Sukses mengelola contact center adalah tentang bagaimana: - Memahami misi contact center dibangun dalam sebuah organisasi. - Merencanakan…

Tips For Effective Coaching
Tips for Effective Coaching
Online Sharing

Tips for Effective Coaching

Introduction : Saat menerima undangan "coaching" tidak semua orang bisa menerima dengan lapang dada, apalagi merasa bahagia. Sebagian besar meresponnya…

Effective Leadership Principles And Actions
Effective Leadership Principles and Actions
People Development

Effective Leadership Principles and Actions

Objectives : Understand self-readiness in carrying out leadership roles. Increase understanding of the differences and leadership functions. Increase the ability…

Productive Behaviour At Work
Productive Behaviour at Work
People Development

Productive Behaviour at Work

Objectives : Improve the understanding that everyone might be different from one another in fundamental aspects. Enhance the understanding that…

Mindful Presentation
Mindful Presentation
People Development

Mindful Presentation

Objectives : Increase Understanding of the preparations that must be made before the presentation set. Enhance the Ability to craft…

The Essential Contact Center Knowledge
The Essential Contact Center Knowledge
Online Sharing

The Essential Contact Center Knowledge

Introduction : Dunia contact center sangat unik, menarik, sekaligus menantang. Bagi kebanyakan orang yang belum paham akan dunia contact center…

Contact Center Leadership & Business Management
Contact Center Leadership & Business Management
Technical Knowledge & Management

Contact Center Leadership & Business Management

Objectives : To allow participants to gain insights and ideas from the world wide best practice of the Contact Center…

Contact Center People Management
Contact Center People Management
Technical Knowledge & Management

Contact Center People Management

Objectives : To equip participants with the leading principles & practices related to Contact Center People Management. To allow participants…

Contact Center Operation Management
Contact Center Operation Management
Technical Knowledge & Management

Contact Center Operation Management

Objectives : To equip participants with the leading principles & practices related to Contact Center Operations Management. To allow participants…

Contact Center Leader Competency
Contact Center Leader Competency
Technical Knowledge & Management

Contact Center Leader Competency

Objectives : Know the role of the leader in the contact center and how to be able to carry out…

Contact Center Workforce Management
Contact Center Workforce Management
Technical Knowledge & Management

Contact Center Workforce Management

Objectives : Know the Forecasting-Staffing-Scheduling process in contact center operations, and the factors that influence. Know the factors that influence…

Contact Center Quality Assurance
Contact Center Quality Assurance
Technical Knowledge & Management

Contact Center Quality Assurance

Objectives : Know Quality Assurance (QA) purpose and process based on contact center best practice. Learn how to determine service…

Contact Center Performance Management
Contact Center Performance Management
Technical Knowledge & Management

Contact Center Performance Management

Objectives : Recognizing the key success factors in managing Contact Center. Learn what is best practice Contact Center KPIs. Provide…

Contact Center Data Analysis
Contact Center Data Analysis
Technical Knowledge & Management

Contact Center Data Analysis

Objectives : Enrich professional insight & competence in contact centers in terms of data analysis and interpretation. Learn the analysis…

Fundamental Contact Center Knowledge
Fundamental Contact Center Knowledge
Technical Knowledge & Management

Fundamental Contact Center Knowledge

Objectives : Provide an overview of the world of contact center work. Know the purpose and benefits of a contact…

Effective Communication
Effective Communication
Soft Skill

Effective Communication

Objectives : Understanding the deepest essence of the communication. Understanding the importance of upholding the principles of effective communication. Deepen…

Handling And Resolving Customer Complaint
Handling and Resolving Customer Complaint
Soft Skill

Handling and Resolving Customer Complaint

Objectives : Improve the ability to identify reasons customers complain. Identifying types of difficult customers and the strategy to handle…

Customer Service Telephony Skills
Customer Service Telephony Skills
Soft Skill

Customer Service Telephony Skills

Objectives : Deepen understanding of the profound purpose of doing telephone service activities. Increase the ability to manage personal resources…

Effective Business Writing
Effective Business Writing
Soft Skill

Effective Business Writing

Objectives : Understand the importance of upholding the principles of effective communication. Improve the ability to manage emotions and inner…

Sincerely Serving You
Sincerely Serving You
Soft Skill

Sincerely Serving You

Objectives : Better understand the repertoire of Indonesian Service Culture. Enhance self-awareness to using genuine service which comes from Heart…

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