Get staff up to speed quickly. Trainees will learn about the core operational functions of a contact center. Describing aspects such as the importance of schedule adherence, performance measures, and providing the best service possible, trainees will gain an insight into what contributes to, and influences contact center operations.

Get staff up to speed quickly. Trainees will learn about the core operational functions of a contact... Read more


The following courses are included:

  1. 1. World of Contact Centers
  2. Certification

1. World of Contact Centers

An Operational Overview

This course provides an essential introduction to the dynamic world of contact centers. Trainees will learn about contact center operations, typical staffing processes, aligned performance measures, and the importance of their role in the success of the business. We give you an overview of common contact center departments and an understanding of the day-to-day activities in contact centers. We explain key performance metrics that exist in contact centers and how agents can use these metrics to improve performance.

Trainees will learn to:

  • Differentiate between a contact center and a call center.
  • Describe the difference between in-house and outsourced contact centers.
  • Describe different types of contact centers.
  • Summarize the core services that contact centers provide.
  • Explain the functions of key departments within contact centers.
  • Summarize the roles and responsibilities found within the operation department.
  • Describe the core technologies used within contact centers.
  • Explain the factors taken into consideration by workforce management when creating staffing schedules.
  • Explain why shared objectives are important in contact centers.
  • Describe the key contact center metrics associated with performance.
  • Describe the purpose of performance appraisals.
  • Explain the benefit in having a documented professional development plan.
1. World of Contact Centers
  • 3 modules
  • 49 min

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