Contact Center Basics

This course provides an essential introduction to the dynamic world of contact centers to people who are new to this industry.

  • Agent
  • 50 min

What Learners will learn

  • Differentiate between the different types of contact centers
  • List the core services that a contact center provides
  • List the functions of key departments within contact centers
  • Differentiate between the roles and responsibilities within the operation departments
  • Identify the core technologies used within contact centers
  • Recognize what workforce management takes into consideration when staffing the contact center
  • Identify the shared objectives of a contact center
  • Identify contact center metrics associated with performance
  • Define the purpose of performance appraisals
  • List the benefits of having a personal development plan

Who should take this?

  • Individuals interested in learning more about the Contact Center industry
  • New hires with no prior contact center experience (as part of onboarding)
  • Employees that have difficulty understanding the inner workings of a contact center

Course Outline

  • The World of Contact Centers
  • Contact Center Operations
  • Performance Measures and Professional Development
  • Final Exam


Self-paced e-learning containing an engaging mix of video, narratives, scenarios, and self-assessments.

The Contact Center Basics course is designed by call center experts to provide a practical and engaging learning experience. Start today.