Contact Center: Speaking The Language

Whether it’s answering a 911 call or assisting a disappointed customer who wants to return their purchase, contact centers are there to help people. Designed for everyone from entry-level employees to rising stars and new managers, this training course explains the most important concepts and metrics necessary to ensure your experience in the contact center universe is as smooth and enjoyable as possible.

Viewers learn about the key metrics used to measure the contact center’s goals. The two most important metrics are service level and handle time. For example, handle time is the amount of time it takes to process an interaction with a customer. The other key metrics explored include answer rate, abandonment, response time, and occupancy.

This course also teaches the importance of workforce management principles, and how they affect the day-to-day operations of a contact center.

Complete this training course to learn how to be a more efficient and effective contact center employee.

   This course is in the Video On Demand format, to read about Video On Demand features click here.

This course will benefit everyone who works in a contact center

• What Is A Contact Center
• Anatomy Of A Contact Center
• Key Metrics: Service Level And Handle Time
• Key Metrics: Answer Rate, Abandonment, Response Time And Occupancy
• Workforce Management Principles
• Putting It All Together

• Let Them Know You're Listening
• Customer Service Tip - C.A.R.P. In 1 Minute
• Dealing With Know-It-All Customers In 1 Minute