About Contact Center Training
As the Contact Center becomes more essential to an organization's goals for customer care and retention, the key to optimizing the group's business performance is to maximize agent knowledge and skills through effective training.
About this Course
With the Contact Center Training course, participants will gain the knowledge and skills they need to deliver a great customer experience. Specific skills include how to deal with difficult costumers, build rapport, and great listening skills. All of these skills combined will provide an increase in overall customer satisfaction.
Contact Center Training Course Outline
1. Getting Started
2. It Starts at the Top
3. Peer Training
4. How to Build Rapport
5. Learn to Listen
6. Manners Matter - Etiquette & Customer Service (I)
7. Manners Matter - Etiquette & Customer Service (II)
8. Handling Difficult Customers
9. Getting the Necessary Information
10. Performance Evaluations
11. Training Doesn’t Stop
12. Wrapping Up
About LMS Portals
At LMS Portals, we provide our clients and partners with a SaaS-based, multi-tenant Learning Management System that allows you to launch and manage any number or private learning environments (portals) to support multiple unique training audiences. Each portal you launch includes a Rapid Course Development engine, along with the support tools you need for user onboarding, learning path management, certificate generation, analytics, and more.
We also offer a Corporate Training Library of more than 130 comprehensive courses for workplace training and employee development.