Module 1	Getting Started
Unit 1	Call Center Training (0:36)
Unit 2	Getting Started (1:13)
Module 2	The Basics (I)
Unit 1	The Basics (I) (4:30)
Unit 2	The Basics (I) Case Study (0:37)
Module 3	The Basics (II)
Unit 1	The Basics (II) (3:59)
Unit 2	The Basics (II) Case Study (0:36)
Module 4	Phone Etiquette
Unit 1	Phone Etiquette (4:09)
Unit 2	Phone Etiquette Case Study (0:38)
Module 5	Tools
Unit 1	Tools (2:42)
Unit 2	Tools Case Study (0:35)
Module 6	Speaking Like a Star
Unit 1	Speaking Like a Star (2:56)
Unit 2	Speaking Like a Star Case Study (0:40)
Module 7	Types of Questions
Unit 1	Types of Questions (4:32)
Unit 2	Types of Questions Case Study (0:40)
Module 8	Benchmarking
Unit 1	Benchmarking (3:36)
Unit 2	Benchmarking Case Study (0:48)
Module 9	Goal Setting
Unit 1	Goal Setting (5:14)
Unit 2	Goal Setting Case Study (0:47)
Module 10	Key Steps
Unit 1	Key Steps (4:53)
Unit 2	Key Steps Case Study (0:42)
Module 11	Closing the call
Unit 1	Closing the call (4:12)
Unit 2	Closing Case Study (0:42)
Unit 3	Conclusion (0:20)

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