Customer Service Training

This course equips customer support representatives with practical strategies to stay organized, work efficiently, and manage workloads effectively. Participants will learn how to maximize productivity, reduce stress, and improve customer satisfaction through proven time management techniques and tools. Learning Objectives By the end of this course, learners will be able to: Understand the importance and impact of time management in customer support. Apply techniques like the Pomodoro Technique, Time Blocking, and the Eisenhower Matrix. Utilize digital tools (Trello, Asana, Notion, Google Calendar, Microsoft Teams) for efficient task tracking. Prioritize tasks based on urgency and SLA compliance. Use escalation protocols to manage critical issues effectively. Adopt practical tips and best practices for daily time optimization. Course Modules Why Time Management Matters Importance in customer satisfaction and agent well-being. Defining Time Management Key concepts, benefits, and definitions. Time Management Techniques Pomodoro Technique, Time Blocking, Eisenhower Matrix. Tools and Apps Overview of Trello, Asana, Notion, Google Calendar, Teams. Prioritization Strategies Task urgency, SLA awareness, and impact-based triage. Avoiding Delays & Effective Escalation Managing Time to Resolution (TTR) and when to escalate. Practical Tips for Daily Use Batching tasks, using templates, first-call resolution focus. Best Practices and Metrics Productivity tracking using key performance indicators (AHT, FCR, SLA compliance). Course Summary Review of key strategies and emphasis on continuous improvement. Assessment Quizzes, scenario-based exercises, and a final reflection on time management improvements. Target Audience Customer support agents and service professionals seeking better efficiency, structure, and job satisfaction. Duration Approx. 60–90 minutes (self-paced)

This course equips IT and data center professionals with essential skills to work effectively within and across teams. It explores the principles of teamwork and collaboration, highlighting how critical cross-functional coordination is for 24/7 operations and project success. Learners will understand the difference between teamwork (within a team) and collaboration (across teams), and how breaking down silos builds trust, speeds problem-solving, and ensures smoother, more resilient operations. The course emphasizes practical habits for effective communication, including active listening, clear escalation paths, detailed documentation, and shared tools. Learners will gain strategies for working seamlessly with second-line support and infrastructure teams, fostering mutual respect and knowledge sharing. Soft skills such as adaptability, empathy, and conflict resolution are addressed as key enablers of strong team dynamics. By the end of the course, participants will be prepared to implement processes and behaviors that drive operational excellence, boost service quality, and deliver shared success in complex technical environments. Learning Objectives: By the end of this course, learners will be able to:✅ Explain the importance of teamwork and collaboration in IT and data center operations.✅ Apply effective communication techniques to strengthen collaboration.✅ Use shared tools and documentation to align cross-functional teams.✅ Establish clear escalation and handoff procedures.✅ Demonstrate soft skills that build trust and accountability.✅ Take practical actions to improve collaboration culture in their teams.

Welcome to the Project Management Essentials Course! Course Overview This comprehensive course is designed to equip you with the essential skills, tools, and methodologies required to lead successful projects across industries. Whether you're an aspiring project manager or a seasoned professional seeking PMP® certification, this course aligns with the PMI's PMBOK® Guide and prepares you thoroughly for the PMP® exam. By the end of the course, you'll be ready to: Apply industry-standard project management principles Lead teams and manage project lifecycles effectively Use Agile, Hybrid, and Predictive approaches Confidently pass the PMP® certification exam Course Objectives Upon completion of this course, you will be able to: Understand the five process groups and ten knowledge areas Develop a project charter, scope, schedule, and budget Identify and manage risks, resources, and stakeholders Utilize project management tools and techniques effectively Apply both traditional and Agile project management methods Who Should Take This Course? This course is ideal for: Project Managers seeking PMP® certification Team Leads and Coordinators Professionals transitioning into project management roles Anyone involved in project execution or oversight Course Structure This course includes: Classroom sessions Supporting Video lectures and demonstrations Downloadable PM templates and tools Practice quizzes and mock exams Assignments and case studies Discussion forums and peer collaboration Course Duration Estimated completion time: 5 Days (40 Hours) Prerequisites A background in project management or participation in projects is recommended Familiarity with basic business or technical processes is helpful A commitment to learn and prepare for the PMP® exam! Certification Preparation This course helps fulfill the 35 contact hours required by PMI to apply for the PMP® exam. It provides full coverage of the latest PMP Exam Content Outline, including: People Process Business Environment Let’s Get Started! Begin your journey toward one of the most respected credentials in project management. Dive into the first module, introduce yourself in the forum, and start building your future today! “Projects are the vehicle for change — and PMP® is your license to drive that change.”

Welcome aboard! This onboarding course is designed to introduce you to your role as a Data Centre First Line Support (DCFLS) Engineer, equipping you with the foundational knowledge, tools, and protocols essential for success in one of the most critical areas of IT infrastructure. As a DCFLS Engineer, you are the first point of contact in maintaining the uptime, reliability, and security of our data centre operations. You’ll play a key role in responding to incidents, performing routine checks, escalating technical issues, and ensuring the continuous operation of physical and virtual systems. Through this course, you will: Understand the structure and functions of a data centre environment Learn standard operating procedures and escalation protocols Master monitoring, ticketing, and incident response tools Build awareness of safety, access control, and compliance procedures Develop soft skills for effective communication and documentation Whether you're new to data centre support or transitioning into this role, this course will provide you with the confidence and competence to hit the ground running. Let’s get started — your journey to becoming a reliable guardian of mission-critical systems begins now.