Level 1 Credits BUSI-1106 Info Tech Contact Centre Environment 2 This course has two sections the first section, Information Technology Contact Centre Environment, will describe how an IT contact centre functions and the roles and responsibilities of customer service agents, sales agents and technical support agent within an IT contact centre environment. The second section describes the risk of potential security issues with in an IT contact centre environment. COMM-1104 Communications 3 This course has three sections the first section Effective Listening , will describe the importance of active listening skills and how to apply them when interacting with customers, colleagues, ect The second section, Verbal Communication describes professional business language and information gathering techniques and how to apply them verbally. The third section describes the importance of reading, writing and comprehension skills when interacting with customers, colleagues, ect. COMP-1432 Contact Centre Technologies 3 This course has three sections the first section Technological Resources, will describe how to use technology and online resources within an IT Contact Centre Environment. The second section, Technical Systems describes the use of Information Management Systems and Technologies. The third section Documentation, illustrates how to create and maintain documents using Management Systems and technological resources within IT Contact Centre. ADMN-1040 Workplace Professionalism 1 This course has two sections Team Work and Time Management. The course describe the importance of interacting with other, to build professional relationships to help meet performance objectives, along with how to be able to manage time to maximize daily performance within an IT contact Centre Environment according to industry resources, procedures and standards. ADMN-1041 Customer Service 2 This course has two sections Customer Service Fundamentals, this section will describe the importance of a building customer relationships, identify customer needs and provide quality customer service and how to use them. The second section, Handling Difficult Customers will teach basic strategies and techniques for handle difficult customers within an IT Contact Centre Environment. Level 2 Credits COMP-3086 Computing Technologies 2 This course describes computer technologies as a foundation for supporting, servicing and troubleshooting computer systems. COMP-3087 Desktop & Mobile Platforms 2 This course describes, setup configuration and upgrades to desktops and mobile hardware. COMP-3088 Operating Systems 1 This course describes procedures for the installation, configuration and maintenance of computer operating systems. COMP-3089 Software Applications 1 This course describes procedures for the installation, configuration and maintenance of computer software application. COMP-3090 Troubleshooting Techniques 2 This course describes and identifies the cause and solutions of hardware and software failures.
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