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LinkedIn Learning

Customer Service: Working in a Customer Contact Center

via LinkedIn Learning

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Overview

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Get the skills and knowledge you need to excel at customer service in a customer contact center.

Syllabus

1. The Contact Center Environment
  • Contact center developments and customer expectations
  • Key characteristics of successful contact center agents
2. Boosting Your Effectiveness in a Contact Center
  • 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
3. Traits of Professionalism for Contact Center Agents
  • 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
Conclusion
  • Finding ways to make your contact center agent job enjoyable

Taught by

Brad Cleveland

Reviews

4.7 rating at LinkedIn Learning based on 795 ratings

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