The Power of One

This course demonstrates just how important an agent is to the success of the business. You will learn how one agent can make a significant impact on a customer’s experience and increase the effectiveness of the company's operations.

  • Agent
  • 40 min

What Learners will learn

  • Identify the impact each individual can have on customer satisfaction
  • Calculate the long-term value of a customer interaction
  • Identify opportunities where added effort can make the biggest difference
  • Identify the top five most significant areas that can affect the customer’s perception of service
  • Quantify the workload and occupancy implications of plus/minus one person

Who should take this?

  • Individuals interested in learning more about a frontline agent’s impact
  • Anyone on the frontline who's in contact with customers
  • Newly hired agents (as part of onboarding)
  • Agents with reduced motivation

Course Outline

  • The Importance of Customer Service
  • The Power of One Interaction
  • The Power of Many
  • The Power of Words
  • The Power of Extra Effort
  • The Power of Presence
  • Final Exam


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

The The Power of One course is designed by call center experts to provide a practical and engaging learning experience. Start today.