Contact Centre Skills Courseware
Enhance Your Expertise with the Contact Centre Skills Courseware!
About this Course
Ready to excel in a fast-paced contact centre environment? The Contact Centre Skills Courseware is designed to equip you with the essential skills to deliver outstanding customer service. Learn effective communication techniques, problem-solving strategies, and how to handle challenging situations with ease.
Perfect for new agents or seasoned professionals looking to refine their skills, this courseware will empower you to provide exceptional support and build strong customer relationships. Purchase today and take your contact centre skills to the next level!
Course Outline
Roles and Responsibilities of Contact Centre Agents
Details the daily tasks and responsibilities of contact center agents, emphasizing the importance of accuracy, responsiveness, and a customer-centric approach.
Leadership’s Role in Success
Discusses how proactive, engaged leadership can shape the culture of the contact center, setting the tone for information accuracy and customer satisfaction.
Cultivating an Open Environment
Offers strategies for managers to create an open, transparent culture where team members feel valued and engaged.
Defining Clear Goals and Objectives
Outlines the process for managers to set clear, measurable goals for their teams that align with broader company targets.
Understanding and Fostering Ongoing Learning
Emphasizes the importance of continuous learning and development through methods like cross-training and personalized training plans.
Peer Training and Collaborative Learning
Explains the benefits of peer training, including knowledge sharing and fostering a supportive team environment.
Techniques for Building Rapport with Callers
Covers practical tips for agents to establish a positive connection with callers, such as using a friendly tone and engaging in small talk.
Effective Listening and Communication Skills
Teaches agents the critical skills of active listening and effective communication to better understand and meet customer needs.
Handling Difficult Customers and Situations
Provides strategies for managing challenging interactions, staying calm under pressure, and resolving customer issues effectively.
In Stock
Payment. Upon receipt of payment download will be made available and sent to your email. Please allow up to 12 hours for security and fraud protection checks to be completed.
Return or refund. As this is a downloadable product and you will have full access on download we do not provide a refund or return once delivered via email. Please contact our customer service for complaints as we will do our best to rectify.