A contact center can provide customer support, information technology support, and much more, it does not only relate to sales calls and telemarketing as many people might think. Good customer service can really make the difference between an organization and the key to having a great customer experience using a contact center is in the training. Providing outstanding customer service, increasing employee engagement, optimizing operations are core elements of a good contact center training. Training your staff and giving them the information that is needed to effectively assist your customer base is paramount.

With this course you will discover the basic elements of being an effective manager and an effective employee of a contact center.

This course touches on the role of management on contact center training, cross and peer training, building rapport with customers, listening skills, etiquette, handling difficult calls, how to collect information, evaluating performance and progress.

OBJECTIVES

At the end of this course you will be able to:

    Understand how management can be involved in the training
    Recognize and optimize peer training
    Deal with a phone call effectively
    Build rapport with customers
    Increase your listening skills
    Handle with difficult calls
    Evaluate performance and progress

TARGET AUDIENCE

This course is designed for:

    Contact center managers and supervisors
    Contact center agents

REQUIREMENTS

None/No previous knowledge required.

ESTIMATED COURSE DURATION

6 hours

COURSE SPECIFICATIONS 

This course comes with 12 modules consisting of videos, text, case studies and quizzes.

It is a self-paced program available 24/7. Participants can learn at their own pace, anytime, anywhere and on any device.

CERTIFICATE 

A participation certificate will be issued on completion of the course.

 
Course Content
Lessons
Lesson 1: The Attitude of the Manager
Lesson 2: Peer Training
Lesson 3: Building Rapport
Lesson 4: Learning to Listen
Lesson 5: Etiquette & Customer Service
Lesson 6: Handling Difficult Customers
Lesson 7: Getting the Necessary Information
Lesson 8: Performance Evaluation
Lesson 9: Ongoing Training
Lesson 10: Download Course Curriculum