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