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Courses

SALES & CUSTOMER FACING > Customer Service

Metar offers state of the art learning content from world-renowned content providers, providing a cost effective way to build talent & develop a more knowledgeable, productive and valuable workforce.  

Frontline Call Center Skills

Course Title
Course Description
Duration
(in hours)
Asset
Type
The Importance of Call Tracking and Ticketing
0.1
SkillSoft Business Impact Series
Creating an Effective On-hold Message
0.1
SkillSoft Business Impact Series
Aligning Agent Behaviors with Caller Types
0.1
SkillSoft Business Impact Series
Determining Proper-Expectation-management Techniques
0.2
SkillSoft Challenge Series
Training Methods for CSRs in the Customer Contact Industry
0.2
SkillSoft Challenge Series

Inbound Call Center Management

Course Title
Course Description
Duration
(in hours)
Asset
Type
Converting a Call Center to a Profit Center
0.1
SkillSoft Business Impact Series
Managing Your Call Center More Efficiently
0.1
SkillSoft Business Impact Series
Customer Service Training – The Interview and Beyond
0.1
SkillSoft Business Impact Series
Disaster Recovery – Keeping the Lines Open
0.1
SkillSoft Business Impact Series
Preventing Agent Absenteeism through Better Working Conditions
0.1
SkillSoft Business Impact Series
Workforce Management Software - Is It Worth It?
0.1
SkillSoft Business Impact Series
Prioritizing Rewards and Recognition in Call Centers
0.1
SkillSoft Business Impact Series

ITIL® 2011 Edition Foundation Syllabus

Course Title
Course Description
Duration
(in hours)
Asset
Type
ITIL® 2011 Edition Foundation: ITIL® and the Service Lifecycle
1.5
SkillSoft Course
ITIL® 2011 Edition Foundation: Service Strategy Fundamentals
2.5
SkillSoft Course
ITIL® 2011 Edition Foundation: Service Strategy Processes
1.5
SkillSoft Course
ITIL® 2011 Edition Foundation: Service Design Fundamentals
1.5
SkillSoft Course
ITIL® 2011 Edition Foundation: Service Design Processes
2.5
SkillSoft Course
ITIL® 2011 Edition Foundation: Service Transition Processes and Policies
2.5
SkillSoft Course
ITIL® 2011 Edition Foundation: Introduction to Service Operation
1
SkillSoft Course
ITIL® 2011 Edition Foundation: Service Operation Processes
2
SkillSoft Course
ITIL® 2011 Edition Foundation: Continual Service Improvement
1.5
SkillSoft Course

ITIL® 2011 Edition Overview

Course Title
Course Description
Duration
(in hours)
Asset
Type
ITIL® 2011 Edition Overview: Creating a Service Culture
2
SkillSoft Course
ITIL® 2011 Edition Overview: Introduction to the ITIL® Framework
2
SkillSoft Course
ITIL® 2011 Edition Overview: Certification and Benefits
2
SkillSoft Course

ITIL® 2011 Edition Intermediate Level: Operational Support & Analysis (OSA)

Course Title
Course Description
Duration
(in hours)
Asset
Type
ITIL® 2011 Edition OSA: Introduction to Operational Support and Analysis
1.5
SkillSoft Course
ITIL® 2011 Edition OSA: Introduction to Event Management
3.5
SkillSoft Course
ITIL® 2011 Edition OSA: Introduction to Incident Management
2.5
SkillSoft Course
ITIL® 2011 Edition OSA: Incident Management Interactions
3
SkillSoft Course
ITIL® 2011 Edition OSA: Introduction to Request Fulfillment
2
SkillSoft Course
ITIL® 2011 Edition OSA: Request Fulfillment Process Interfaces and Challenges
2.5
SkillSoft Course
ITIL® 2011 Edition OSA: Introduction to Problem Management
3
SkillSoft Course
ITIL® 2011 Edition OSA: Problem Management Process Interfaces and Challenges
2.5
SkillSoft Course
ITIL® 2011 Edition OSA: Introduction to Access Management
3
SkillSoft Course
ITIL® 2011 Edition OSA: Introduction to the Service Desk
2
SkillSoft Course
ITIL® 2011 Edition OSA: Service Desk Metrics and Outsourcing
1.5
SkillSoft Course
ITIL® 2011 Edition OSA: Introduction to Functions
2.5
SkillSoft Course
ITIL® 2011 Edition OSA: Function Activities
1.5
SkillSoft Course
ITIL® 2011 Edition OSA: Technology and Implementation Considerations
2.5
SkillSoft Course

Customer Service Representative, Professionalism

Course Title
Course Description
Duration
(in hours)
Asset
Type
The Customer Service Representative (CSR)
3.5
SkillSoft Course
Support Center Services and Work Environment
3
SkillSoft Course
Team and Customer Relationships
3
SkillSoft Course

Customer Service Representative, Skills

Course Title
Course Description
Duration
(in hours)
Asset
Type
Customer Interactions
3.5
SkillSoft Course
Communication Skills
3.5
SkillSoft Course
Conflict, Stress, and Time Management
3.5
SkillSoft Course

Customer Service Representative, Process

Course Title
Course Description
Duration
(in hours)
Asset
Type
Customer Service Processes and Procedures
3
SkillSoft Course
Quality in a Support Center
3.5
SkillSoft Course
Support Center Tools, Technologies and Metrics
3
SkillSoft Course
Dealing with Irrational Customers and Escalating Complaints
2
SkillSoft Course

Customer Service Fundamentals

Course Title
Course Description
Duration
(in hours)
Asset
Type
Customer Service Fundamentals: Building Rapport in Customer Relationships
1
SkillSoft Course
Customer Service in the Field
1
SkillSoft Course
Customer Service over the Phone
1
SkillSoft Course
Internal Customer Service
1
SkillSoft Course
Customer Service Confrontation and Conflict
1
SkillSoft Course
Shaping the Direction of Customer Service in Your Organization
1
SkillSoft Course
Aligning Performance to Key Indicators
0.1
SkillSoft Business Impact Series
The Angry Caller: What’s Your Plan?
0.1
SkillSoft Business Impact Series

Customer Focus

Course Title
Course Description
Duration
(in hours)
Asset
Type
Identifying and Managing Customer Expectations
1
SkillSoft Course
Creating and Sustaining a Customer-focused Organization
1
SkillSoft Course
Customer-focused Interaction
1
SkillSoft Course
Listening to your Customers
0.1
SkillSoft Business Impact Series
Creating a Customer-focused Organization
0.2
SkillSoft Challenge Series
Developing Your Customer Focus
0.2
SkillSoft Challenge Series

Customer Advocacy

Course Title
Course Description
Duration
(in hours)
Asset
Type
Customer Advocacy: Communicating to Build Trusting Customer Relationships
1
SkillSoft Course
Customer Advocacy: Enhancing the Customer Experience
1
SkillSoft Course
Customer Advocacy: Supporting Customer Advocacy
1
SkillSoft Course