Excel for Customer Service Professionals Course Syllabus - 2hrs 51min
Session 1: Presenting the Numbers0:21:34
| 1.01 | Understanding your audience | 0:03:46 |
| 1.02 | Client focused presentation | 0:06:15 |
| 1.03 | Text, table or chart | 0:11:33 |
Session 2: Key Excel Workbook Skills0:21:31
| 2.01 | The power of range names | 0:04:40 |
| 2.02 | Conditional formatting | 0:06:44 |
| 2.03 | Data validation | 0:03:44 |
| 2.04 | ActiveX controls | 0:06:23 |
Session 3: Importing and Exporting Data0:14:48
| 3.01 | The import wizard | 0:04:40 |
| 3.02 | Text to columns | 0:05:20 |
| 3.03 | Exporting data | 0:04:48 |
Session 4: Smart Text and Tables0:12:19
| 4.01 | In-cell charting | 0:02:19 |
| 4.02 | Heat maps and icon sets | 0:05:35 |
| 4.03 | Sparklines | 0:04:25 |
Session 5: Numbers and Data Relationships0:09:25
| 5.01 | The 8 key data relationships | 0:09:25 |
Session 6: Essential Charts0:24:22
| 6.01 | Conditional formatting charts | 0:06:52 |
| 6.02 | Dynamic charts | 0:07:03 |
| 6.03 | The scroll/pan chart | 0:05:55 |
| 6.04 | The ranking chart | 0:04:32 |
Session 7: Grouping Data with Pivot Tables0:12:04
| 7.01 | Pivot table essentials | 0:07:26 |
| 7.02 | Frequency distributions | 0:04:38 |
Session 8: Queueing models0:15:45
| 8.01 | The Poisson queue and simulator | 0:08:39 |
| 8.02 | The Erlang queue and calculator | 0:07:06 |
Session 9: Trend analysis and Forecasting0:13:29
| 9.01 | Fitting trendlines | 0:06:40 |
| 9.02 | Forecasting by chart | 0:06:49 |
Session 10: Optimizing Customer Service0:20:54
| 10.01 | Using Solver | 0:07:15 |
| 10.02 | The profitability model | 0:05:26 |
| 10.03 | The scheduling model | 0:08:13 |
Summary0:05:33
| Course wrap up | 0:05:33 |
