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Contact Center: Speaking The Language

6 Lessons
34-59 Minutes
25 Quiz Questions

Course Overview


Whether it’s answering a 911 call or assisting a disappointed customer who wants to return their purchase, contact centers are there to help people. Designed for everyone from entry-level employees to rising stars and new managers, this training course explains the most important concepts and metrics necessary to ensure your experience in the contact center universe is as smooth and enjoyable as possible. Viewers learn about the key metrics used to measure the contact center’s goals. The two most important metrics are service level and handle time. The other key metrics explored include answer rate, abandonment, response time, and occupancy. This course also teaches the importance of workforce management principles, and how they affect the day-to-day operations of a contact center. Complete this training course to learn how to be a more efficient and effective contact center employee.

Contact Center: Speaking The Language thumbnails on a slider
Contact Center: Speaking The Language thumbnails on a slider
Contact Center: Speaking The Language thumbnails on a slider
Contact Center: Speaking The Language thumbnails on a slider

    Key Audience


    This course will benefit everyone who works in a contact center

    Course Topics


    What Is A Contact Center
    Anatomy Of A Contact Center
    Key Metrics: Service Level And Handle Time
    Key Metrics: Answer Rate, Abandonment, Response Time And Occupancy
    Workforce Management Principles
    Putting It All Together

    Workplaces


    Offices

    Course Detail


    Course ID
    tjhcccsl_vod

    Time

    34-59 Min
    Questions
    25

    Languages

    en

    video format

    HD

    captions

    Yes

    Resources

    Yes

    Lessons

    6

    Remediation

    Yes

    Bookmarking

    Yes

    Feedback

    Yes

    Microlearning

    no