Contact Center Training
Customers want a well-educated agent when they contact a business. They want to know that the person answering their questions knows what they are talking about. Training your staff, and giving them the information that is needed to effectively assist your customer base is paramount. With our Contact Center Training workshop your participants will gain the knowledge to provide a great customer experience. They will develop skills on how to deal with difficult costumers, build rapport, and great listening skills. All of these skills combined will provide an increase in overall customer satisfaction throughout your organization. Course Outline Module One: Getting Started Housekeeping Items Pre-Assignment Review Workshop Objectives The Parking Lot Action Plan Module Two: It Starts at the Top Create an Open Culture Understand Goals Understand Agents’ Responsibilities Identify Education Opportunities Case Study Module Two: Review Questions Module Three: Peer Training Top Per