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On Individual or Group Purchases to This Course, You Get Lifetime Access
Contact Center Training
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For many people, the term Contact Center relates to sales calls and telemarketers. There are so many avenues that a contact center can be of assistance within a company that don’t pertain to sales calls.
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A contact center can provide customer support, information technology support, and much more. The key to having a great customer experience using a contact center is in the training. A well-trained contact center can be the difference between gaining more customers and losing customers.
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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.
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With our “Contact Center Training” course, participants will discover the basic elements of being an effective employee of a contact center.
Course Objectives
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How to get management involved in training.
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Why peer training works.
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Manners are important with a contact center.
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How to build rapport with the callers.
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How to deal with difficult customers.
The Passing Mark to get a Certificate is 50 / 100
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After you complete the course, go to my certificate section to download your certificate
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In order to get your first name and last name on the certificate, please add or include those in your profile with correct spelling and as you want them to appear on the certificate. i.e. go to my profile to add your first or last name. if you already included them from the initial log-in, then no need.
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Contact Center Training Course Overview
Contact Center Training Course Case Study Example
Course materials
Why the course contains no separate lessons?
The course is designed with a technology called scorm package where all the lessons are contained in the same course screen. You press the menu button at the top right section of the screen where a drop menu pop up and all the lessons with the case studies and tests will appear and you can select directly to go a specific lesson if you don't want to watch the lessons sequentially
Will there be a Certificate at the end of the course?
YES. there will be after getting at least 50 marks in all tests of the modules
What about the assessment questions of the course?
Every course is composed of 10 Modules. Each module has assessment questions. You must answer all of them and get a cumulative grade of at least 50% to get the Certificate of completion. The assessment questions are of different forms, such as multiple choice, fill-in-the-blank, etc.. Each module has on average 10 questions
This is the latest updated version of the course. Any updates on the course or specific announcements (e.g., Tasks, Assignments, …etc.) will be placed here
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Course details
Duration
8 Hrs.
Level
Intermediate
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