Customer Service: Working in a Customer Contact Center
42mBeginner2023-10-03
Authors
Brad Cleveland
Customer Strategy, Management, and Omnichannel Services Expert
Course details
Do you work in a contact center? This course introduces contact center and service desk employees to skills and knowledge essential for success. It is designed to help you and your team understand the unique environment you are part of, deliver effective service, and cultivate a positive brand image. Key topics include customer expectations, culture, workload, service level, quality, schedules, performance metrics, accountability, ethics, and teamwork. The course reinforces the power of one (the impact of each person) and celebrates the opportunity to represent the organization to dozens or even hundreds of customers every week. Instructor Brad Cleveland also provides valuable tips for handling tough customers, building a customer-focused culture, and enjoying your job.
Skills covered
Contact CentersCustomer Service SkillsCustomer ServiceDeep Dive (X:Y)
Concepts
0. Introduction
- 01 - Get started in developing your contact center skills
1. The Contact Center Environment
- 02 - Contact center developments and customer expectations
- 03 - Key characteristics of successful contact center agents
2. Boosting Your Effectiveness in a Contact Center
- 04 - The nature of contact center work
- 05 - Timing and schedules in contact centers
- 06 - Quality and first-contact resolution in customer service
- 07 - The power of one in a contact center
3. Traits of Professionalism for Contact Center Agents
- 08 - An effective mindset for contact center agents
- 09 - Ethics and responsibility in your contact center role
- 10 - Handling tough customers in your customer service role
- 11 - Supporting your customer-focused culture
Conclusion
- 12 - Finding ways to make your contact center agent job enjoyable