Contact Center Training Courses

This course may be eligible for CEUs*

A contact center can provide customer support, information technology support, and much more, it does not only relate to sales calls and telemarketing as many people might think. Good customer service can really make the difference between an organization and the key to having a great customer experience using a contact center is in the training. Providing outstanding customer service, increasing employee engagement, optimizing operations are core elements of a good contact center training. Training your staff and giving them the information that is needed to effectively assist your customer base is paramount.

With this course you will discover the basic elements of being an effective manager and an effective employee of a contact center.

This course touches on the role of management on contact center training, cross and peer training, building rapport with customers, listening skills, etiquette, handling difficult calls, how to collect information, evaluating performance and progress.

OBJECTIVES

At the end of this course you will be able to:

• Understand how management can be involved in the training
• Recognize and optimize peer training
• Deal with a phone call effectively
• Build rapport with customers
• Increase your listening skills
• Handle with difficult calls
• Evaluate performance and progress

TARGET AUDIENCE

This course is designed for:

• Contact center managers and supervisors
• Contact center agents

REQUIREMENTS

None/No previous knowledge required.

ESTIMATED COURSE DURATION

6 hours

COURSE SPECIFICATIONS 

This course comes with 12 modules consisting of videos, text, case studies and quizzes.

It is a self-paced program available 24/7. Participants can learn at their own pace, anytime, anywhere and on any device.

CERTIFICATE 

A participation certificate will be issued on completion of the course.

Frequently Asked Questions

• When will I receive my certificate?
  Once you have completed your course you can immediately log in to your account and download/print your certificate.
• How long is my certificate valid for?
  Your certificate has lifetime validity. It does not expire.
• How can I pay?
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• Is my payment secure?
  Your payment is totally secure. All payments are processed through a secure HTTPS web page using SSL. Cudoo never collects or stores your credit/debit card or bank details.
• How do I use Cudoo once I have paid?
  Once you have created your account and paid, you will receive a welcome email with a link to your learning platform so you can immediately start learning.

Example Certificate