Managing a Successful Contact Center

Course Overview

Managing customer care successfully requires more than providing phones and people to answer them. Today, customers expect instant support – whether by phone, live chat, email, or social media. Many businesses turn to a contact center model to field and resolve customer issues seamlessly through multiple channels.

This course is for managers who want to take their team’s skills from functional to fantastic – helping customers in a way that creates brand fanatics. You’ll review the most important roles a manager plays at a contact center, and how to choose the best tools for your team. Finally, explore how to prioritize customer needs and ensure your team performs at their best – solving problems efficiently.

Unique Features of the Course

• Interactive Course
• Video(s)
• Knowledge Check(s)
• QuizTable to Content

INTRODUCTION

• An Introduction to Contact Center Management

CONTACT CENTER MANAGEMENT ESSENTIALS

• A Content Center’s Value
• A Manager’s Role
• Essential Customer Service Tools

IMPROVING PERFORMANCE

• Creating a Priority System
• Measuring Performance

PRACTICE AND REVIEW

• Knowledge Check
• Summary
• Quiz

Intended audience

This course is intended for undergraduate and postgraduate students as well as working professionals from all streams/departments/functions.