Training Course Catalog
Need to get your team up to speed on broadband?
Who this is for
Perfect for those new (and new-ish) to the industry. Make this 7 course program a routine part of your employee onboarding process. Set up new team members for success or give a refresher to existing members.
Pricing
$399/learner
Timing
Expect learners to spend a half-day on this course.
Registration Type
90-day per learner
*Must complete training within 90 days of enrollment.
Courses
Introduction
In our very first lesson together, we’ll get down to basics and discover what broadband is, the speeds available today, and broadband’s overall impact on our lives and communities.
Industry
We’ll take a look at the broadband industry as a whole, including the types of providers and organizations that serve it.
Technology
Learn all about the many technologies that make connecting to the internet possible—like DSL, satellite, coax, and fiber—how they work, and the experience they offer to users.
Terminology
Familiarize yourself with common industry terms, from aspects of computer networks and network architecture to the difference between “bits” and “bytes.”
Equipment
Learn about the most common types of broadband equipment and how they work, from modems to routers to network extenders.
Regulation
Strengthen your understanding of government regulation in the broadband industry, including regulatory agencies and policies.
Future
Where is broadband headed next? We’ll cover the Internet of Things and discuss the future of the broadband industry.
Grow revenues and improve your CX
Who this is for
Individuals and groups seeking industry-specific content designed to develop and strengthen soft skills. Available a la carte or as part of the six-course professional development program (best value).
Pricing
$439/learner for all 6 courses
$88/learner per individual course
Timing
Variable, each course is ~3 hours
Registration Type
90-day per learner
Courses
Active Listening
Listening is a skill that we can all benefit from improving. By becoming a better listener, you can improve your productivity, as well as your ability to understand, influence, persuade and negotiate. You’ll also be more likely to avoid conflict often caused by confusion and misunderstandings.
Empathy
The collection of your customer relationships is the most valuable asset your company has. Some think the biggest value is in the physical network that connects your customers, but the truth is the personal connection matters much more. It’s what ties customers to you in good times and bad. Your team’s ability to strengthen that relationship with solid empathy skills is key.
Consumer Expectations
Customer experience is about exceeding expectations. The expectations consumers have today were influenced by culture, historical events, and past experiences. They are also being driven by the needs they have in improving the lives of themselves and those around them as well as those needs they are becoming familiar with as they head toward the future. Businesses need to focus on areas most important to consumer satisfaction to exceed their expectations, to garner more loyalty from them, and to develop stronger relationships.
Selling Without Sounding Like It
When someone says they hate sales or selling, usually what they really mean is they don’t want to be salesy or come across as a pushy salesperson. To sidestep these uncomfortable perceptions and situations, rather than avoid selling, you’ve got to ditch the sales mindset completely. You must have a completely different intention: to have a genuine conversation that helps you understand the person’s problems and recommend a solution that benefits them by improving their lifestyle. When you do, you won’t be salesy. You’ll be and advisor and advocate…and you might even have fun.
Dealing with Difficult Customers
One of the more challenging situations you may find yourself in is being confronted by someone who is angry and upset about something they believe has gone wrong. Sometimes it may feel like they are attacking you personally and it’s very difficult to remain calm and caring without coming across cold and insensitive. Here are some tips to guide you through if you find yourself dealing with a difficult customer.
Customer Retention
Customer retention refers to the ability of a company to — you guessed it — retain customers. It is impacted by how many new customers are acquired, and how many existing customers churn or disconnect — by canceling their subscription, not returning to buy, or closing a contract. Focusing on the process of developing, strengthening, and maintaining relationships with your current customers to delight them long after they purchase your product or service is essential in today’s competitive marketplace. In doing so, you encourage these customers to remain loyal to your business and resist the urge to seek similar service elsewhere.
Make regulatory compliance fun(ner)!
Who this is for
Companies needing to meet regulatory requirements related to CPNI & Red Flag regulations.
Pricing
| # of Employees | CPNI | Red Flags | Both |
| Less than 49 | $990 | $660 | $1,430 |
| 50-75 | $1,320 | $990 | $2,090 |
| 76+ | $1,650 | $1,320 | $2,750 |
Timing
Each course is ~45 minutes
Registration Type
Annual Company Subscription
Courses
Customer Proprietary Network Information (CPNI) Training
The FCC sets rules for precisely how carriers may access, use, or disclose CPNI. All telecommunication employees with access to consumer data are required to be trained on CPNI at the time of hire and then annually, not later than March first, thereafter on the proper handling of personal network information. This course is intended to help telecommunications companies meet this training mandate.
Topics to be discussed include:
- Common terms and definitions
- Restricted CPNI
- FCC Enforcement
- Acceptable CPNI
- Opt In/Opt Out
- CPNI Compliance
- Changes over past year (if applicable)
Pivot’s CPNI training pertains to Federal legislation that is overseen by the FCC. Certain states have started passing their own legislation regarding consumer protection at the state level. If you’re unsure whether your state has adopted their own legislation, please check with your company compliance officer or legal counsel.
Red Flags Rule Training
The Federal Trade Commission (FTC) established the Red Flags Rule to help businesses identify and prevent identity theft. Telecommunication providers are among the many businesses that must comply with the rules by maintaining an identity theft program and providing annual training to their employees. It’s important that employees understand and do their part to protect customers’ data. They must also be able to recognize and react to the red flags of identity theft.
Topics to be discussed include:
- Suitable responses to detected red flags
- Possible red flags identified by the FTC
- Personal requirements for employees
- Requirements and responses to prevent fraud and limit damages
- The role of your board of directors
Pivot’s CPNI training pertains to Federal legislation that is overseen by the FCC. Certain states have started passing their own legislation regarding consumer protection at the state level. If you’re unsure whether your state has adopted their own legislation, please check with your company compliance officer or legal counsel.
FAQs
Do I have to take the courses together?
No, the CPNI and RFR are two (2) separate courses that can be taken together for a discount. Or, you can choose one of the other.
Where do I take the courses?
Courses are built on Pivot’s Learning Management Software Platform (LMS). Since we recognize that not everyone works at a desk or in the office, our mobile-first platform allows you to reach everyone on your team – whether they’re in the office, on the road, or off-site.
How long is each course?
Although this varies by learner, each course takes approximately 45 minutes to complete.
Does Pivot provide documentation for auditing purposes?
Yes! Learners will be able to download, print, and provide Certificates of Completion to their company compliance officer for their records once they complete 98% of the training and achieve a score of 85% or higher on the quiz.
How do I ensure my employees complete the course and learn what they need to?
Pivot provides a quiz at the end of each course and the system tracks completion. Participants are required to complete 98% of the training and achieve a score of 85% or higher on the quiz to pass the training. You can designate one person (compliance officer or manager) to track progress, view completions, and scores for all employees.
How long do we have access to the courses?
We recommend that you assign each employee a short window to complete the courses before the March 1 deadline. We recommend one or two weeks. Upon notice to Pivot, you will have access to the training throughout the remainder of the calendar year so that as you hire new employees, you can put them through the training.
Can I choose a specific date for my employees to be enrolled in the program?
Yes! During the sign-up process on the landing page, you will be asked to fill out a spreadsheet with information about your learners. Within this document you will be asked to provide your requested start date.
Are these courses geared toward customer service or for all employees?
We designed these with all types of employees in mind so it is perfect for your whole company.
What is an Annual Company Subscription?
The CPNI and Red Flags courses are annual subscriptions for your entire company. Each participant will access their individual password-protected dashboard and complete training on their own. They are required to complete 98% of the training and achieve a score of 85% or higher on the quiz to receive a Certificate of Completion that includes their name and date of completion. Learners may download course completion certificates from the learning management system to provide to their compliance officer for their records.
Your entire company will have access for the period you choose and then you may enroll new employees throughout the same calendar year for no additional cost.
Better understand and manage emotions to improve interactions with others
Who this is for
Employees in customer-facing positions, coworkers with interdepartmental communications, those in leadership roles, and those who frequently deal with personal or professional conflict or complex interpersonal situations.
Pricing
$75/learner
Timing
Expect learners to spend 60-90 minutes on this course.
Registration Type
90-day per learner
Courses
Understanding EI: A Quick Guide
Get the scoop on what Emotional Intelligence (EI) is, why it’s a game-changer, and how simple skills can level up your work life.
The Five Core Components of EI
Meet the Fab Five of Emotional Intelligence—self-awareness, self-regulation, motivation, empathy, and social skills—and see how they turn “meh” interactions into magic.
Self-Awareness
Spot your emotional triggers, give your feelings a name, and use reflection to keep them from running the show.
Self-Regulation
Learn to hit pause, stay cool under fire, and handle high-pressure moments like a pro.
Motivation
Tie your work to your “why,” set goals that light you up, and keep the fire going when the going gets tough.
Empathy
Tune in, really hear what others are feeling, and respond in ways that make people feel seen and supported.
Social Skills
Communicate clearly, pick up on unspoken cues, and build genuine connections that smooth over rough spots.
Your EI Toolkit
Pack your day with easy EI habits, quick wins, and reflection tricks to boost morale, squash drama, and keep growing.