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Contact Center: Speaking The Language

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Course Format
Video on Demand  Video On Demand
Product ID
tjhcccsl_vod
Training Time ?
34 to 59 minutes
Language(s)
English
Video Format
High Definition
Required Plugins
None
Number of Lessons
6
Quiz Questions
25
Closed Captioning
Question Feedback
Wrong Answer Remediation
Lesson Bookmarking
Downloadable Resources
Interactive Producer
Mastery Training Content Network
Original Content Producer
The Jeff Havens Company
Course screen Course screen Course screen
Overview

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.

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

  • Install on any SCORM LMS
  • Full-screen video presentation
  • Print certificate and wallet card
  • You have 60 days to complete the course
Audience

This course will benefit everyone who works in a contact center

Topics
The course presents the following topical areas:
  • 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

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