Get the skills and knowledge you need to excel at customer service in a customer contact center.
Customer Service: Working in a Customer Contact Center
Overview
Syllabus
1. The Contact Center Environment
- Contact center developments and customer expectations
- Key characteristics of successful contact center agents
- The nature of contact center work
- Timing and schedules in contact centers
- Quality and first-contact resolution in customer service
- The power of one in a contact center
- An effective mindset for contact center agents
- Ethics and responsibility in your contact center role
- Handling tough customers in your customer service role
- Supporting your customer-focused culture
- Finding ways to make your contact center agent job enjoyable
Taught by
Brad Cleveland
