Contact Center Information Use and Systems

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Contact Center Information Use and Systems

Quick Overview

As a contact center agent, you’ll use many different types of information within the scope of your job, including customer, product, and company information. However, to be able to use this information, you need to know where to find it. You will learn about various types of customer data including what is known as customer information and transactional functions. Additionally, you will learn about some of the technological resources and strategies used to store, organize and provide access to customer data including information management systems, customer relationship management systems, and databases. This terminology will form the basis for further lessons on using technological resources in the contact center environment. Finally, you will learn what business documentation is and how the contact center agent interacts with it. Specifically, you will then learn about a particularly useful tool used for external and internal business documentation, email templates. You will learn some common uses for email templates and how to use them within an information management system. This course is approximately 2 hours in length.

Course Code: TECH502

Chapter 1: Information Use in Contact Centers
Chapter 2: Managing Customer Data
Chapter 3: Business Documentation

Course Topics:
• What is information?
• Information used in contact centers
• Key information locations
• Customer data
• Information management
• Data integrity
• Editing and updating customer information
• Creating transactional functions
• Searching databases for customer accounts
• Validating customer identity

Price:

Canada: $150 CAD plus applicable taxes (per user)
Purchase

All Other Countries: $135 USD (per user)
Purchase

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