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Certificate in Call Center and Customer Service Management |
| For managers already in customer service management, inside sales management or call center managment positions, and those who wish to move into these positions. See Certificate in Call Center and Customer Service Excellence for agent, representative and sales positions. | |
| Tuition Rate Increase Effective April 1, 2008 - Register Now! | |
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Click on Course # for detailed description; hit "Back" button to return to this page |
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Core Courses |
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| Course Module # | Title |
| 42204 | Team Leadership: Developing A High-Performance Team |
| 42205 | Team Leadership: Conducting Productive Team Meetings |
| 42206 | Team Leadership: Promoting Your Team's Effectiveness |
| 42301 | Virtual Team Management: Developing Virtual Teams |
| 42302 | Virtual Team Management: Managing Virtual Team Relationships |
| 42303 | Virtual Team Management: Coaching Virtual Team Members |
| 43008 | Stress Management: Fundamentals for Managers |
| 44021 | Call Center Management: Managing an Inbound Call Center |
| 44022 | Call Center Management: Measuring Quality and Performance |
| 44023 | Call Center Management: Managing and Motivating Your Staff |
| 44031 | Customer Relationship Management: Fundamentals of CRM |
| 44032 | Customer Relationship Management: Implementing CRM |
| 44033 | Customer Relationship Management: eCRM |
| 44105 | Excellence in Service: Solving Customer Problems |
| 44106 | Excellence in Service: Working with Upset Customers |
| 44107 | Excellence in Service: Communicating with Customers Virtually |
| 44108 | Excellence in Service: Creating an Exceptional Service Environment |
| 44109 | Excellence in Service: Establishing Service Standards |
| 44110 | Excellence in Service: Building a Customer Service Team |
| 44111 | Excellence in Service: Building Lasting Customer Relationships |
Electives: Choose 5, for a total of 25, in collaboration with your Advisor |
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| 41015 | Employee Performance: Managing Difficult People |
| 41016 | Employee Performance: Providing Feedback |
| 41017 | Employee Performance: Resolving Conflict |
| 41021 | Essentials of Management: Creating a Positive Workplace |
| 41022 | Essentials of Management: Maintaining a Productive Workforce |
| 41042 | Coaching: Applying the Coaching Process |
| 41051 | Managing Performance: Establishing a Performance Plan |
| 41052 | Managing Performance: The Performance Appraisal Process |
| 41053 | Managing Performance: Overcoming Performance Appraisal Challenges |
| 41061 | Correcting Performance Problems: Identifying Performance Problems |
| 41062 | Correcting Performance Problems: Addressing Performance Problems |
| 41063 | Correcting Performance Problems: Disciplining Employees |
| 46112 | Managerial Leadership: Leading Through Change |
| 46114 | Managerial Leadership: Creating a Vision |
| 46116 | Managerial Leadership: Motivating Employees |
| INTROSEBL6 | Introduction to Siebel 6.0 |
| INTRSEBL75 | Introduction to Siebel 7.5 |
| KMANVIRTM | Managing Virtual Teams Expert Now |
| KSRVADV | Advanced Skills in Service Excellence |
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Total study time: Approximately 120 hours, including required interaction with your Advisor and written assignments |
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| Tuition: $1949.You may save significantly if registering for more than 1 Certificate. Course content, availability and tuition subject to change at any time. |
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© 2008 Rutgers The State University of New Jersey. All rights reserved |
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