An Operational Overview
This e-learning course provides an introduction to the world of call centers. Learn about the most important aspects of the main operational functions, including call center staffing, performance measures, and the main expectations for frontline staff.
For agents to perform to their maximum potential, it’s important for each person to understand the context in which their job is performed. Frontline staff will learn all about call center operations and where they fit in the big picture of service and operations.
Learn about the demographics of call centers today and how the profession has expanded. Explore the most important call center operational functions and hear about the “what” and “why” of call center performance expectations.
Agents will learn to: