CS 10 70 170 180 5 40 100 110 NCSI- 3 20 60 63 3 20 60 63 FGINeeds 2 16 48 51 2 16 48 51 CS 3 20 60 63 / 3 20 60 63 CS 3 20 60 63 (CEM)CS 3 20 60 63 CS 2 16 48 51 CS 3 20 60 63 e-customer 2 16 48 51 CS 3 20 60 63 5 40 100 110 Skill-Up 3 20 60 63 3 20 60 63 2% 3 20 50 53 3 20 50 53 3Key 3 20 50 53 Recovery 3 20 50 53! 3 20 50 53 3 20 50 53 1Day 1 8 20 23 5 40 100 110 Power Management 3 20 50 53 Power Coaching 3 20 50 53 NLP 3 20 50 53 2 16 38 41 QAA 2 16 38 41 Tele-Service 3 20 50 53 CRM 2 16 38 41 Tele-Sales 2 16 38 41 Stress Management 1 8 20 23 17-19 4.18-7.4 10.10-12.12 9.4-10.2 1-3 28-30 17-19 21-22 23-24 15-16 25-27 19-21 3-5 25-27 18-20 28-29 3-5 27-28 10-12 10-12 24-26 2-4 21-23 7-8 14-16 6-8 13-15 9-11 16-18 5.22-6.19 24-25 28-29 22-24 13-15 6-8 15-17 25-27 8-10 6-8 24-26 7-9 10-12 2-4 27-29 21-23 3-5 7-9 3.31-4.2 24-26 20-21 5.16-6.20 18-20 10-11 28-29 9-10 10-11 9.29-10.1 1-3 1-3 8-10 24 25 20-22 13 19 4 11 2-30 13-14 10-12 24-25 26-28 27-29 3-5 11.14-12.12 www.ncsi.or.kr 47
K P C C S M A N A G E M E N T C E N T E R CS NCSI- FGI Needs CS / CS (CEM)CS CS CS e-customer CS
CS Trend CS Planning CS Benchmarking CS Consultant CSM Consulting SQM Consulting CSI Consulting 4.18 ~ 7.4 10.10 ~ 12.12 8
CS Consultant Module CSM Consulting 04 Module CS Trend Module Workshop 05 Module SQM Consulting Module CSI Consulting 06 Module CS 07 Module CS Planning www.ncsi.or.kr 9
04 05 9.4 ~ 10.2 10
17~19 1~3 www.ncsi.or.kr 11
28~30 17~19 12
21~22 www.ncsi.or.kr 13
23~24 15~16 14
25~27 19~21 3~5 www.ncsi.or.kr 15
2~4 13~15 16
21~23 22~24 www.ncsi.or.kr 17
9~11 15~17 18
7~8 24~25 www.ncsi.or.kr 19
3~5 6~8 20
27~28 28~29 www.ncsi.or.kr 21
10~12 25~27 8~10 22
K P C C S M A N A G E M E N T C E N T E R Skill-Up 2% 3 Key Recovery! 1Day
Service Consultant 5.16 ~ 6.20 11.14 ~ 12.12 24
Service Consultant Module Service Quality Consulting Module communication Consulting Module Service Culture Consulting 04 Module MOT Consulting Facilitation Tool Consulting www.ncsi.or.kr 25
16~18 24~26 26
6~8 6~8 www.ncsi.or.kr 27
14~16 7~9 10~12 28
13~15 9.29 ~ 10.1 1~3 www.ncsi.or.kr 29
2~4 27~29 30
25~27 21~23 20~22 www.ncsi.or.kr 31
10~12 18~20 32
24~26 1~3 www.ncsi.or.kr 33
13 19 4 11 34
K P C C S M A N A G E M E N T C E N T E R Power Management Power Coaching NLP QAA Tele-Service CRM Tele-Sales Stress Management
Contact Center Consulting 5.22 ~ 6.19 2~30 36
Contact Consultant Module System Consulting Module Consulting Module Consulting 04 Module Consulting www.ncsi.or.kr 37
3~5 7~9 38
3.31 ~ 4.2 10~12 www.ncsi.or.kr 39
24~26 8~10 40
10~11 28~29 www.ncsi.or.kr 41
20~21 24~25 42
18~20 26~28 27~29 3~5 www.ncsi.or.kr 43
28~29 10~11 44
9~10 13~14 www.ncsi.or.kr 45
24 25 46
K P C C S M A N A G E M E N T C E N T E R
Treat Others As You Would Like To Be Treated. 56
04 05 www.ncsi.or.kr 57
04 05 06 07 08 09 58