Introduction To Contact Centers

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Introduction To Contact Centers

Quick Overview

What is a typical day in the life of a contact center employee? In this course, you will gain an understanding of how a contact center functions, including the general roles and responsibilities of contact center agents. Furthermore, you will learn about the different types of contact centers and what agents who work in them are likely to do. Finally, it is vitally important to know the common contact center systems and terminology as well as the pressures associated with working in a contact center environment. This course is approximately 8 hours in length.

Course Code: CCE200

Chapter 1: Types of Contact Centers
Chapter 2: Contact Center Pressures
Chapter 3: Telephony and Telephone Systems
Chapter 4: Quality Monitoring
Chapter 5: Contact Center Terminology

Course Topics:

• In-bound and out-bound contact centers
• In-house and outsourced contact centers
• Virtual contact centers
• Workspace
• Supervision
• Meeting metrics
• Difficult customers
• Dealing with rejection
• Telephony
• Call routing
• Agent states
• Introduction to quality monitoring
• How is quality monitored?
• CRM
• KMS
• Network Operations

Canada: $400 plus applicable taxes (per user)
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USA & All Other Countries: $360 USD (per user)
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