- Provide an overview of the world of contact center work.
- Know the purpose and benefits of a contact center for the organization.
- Provide an overview of the ape environment at the contact center.
- Provide an overview of the agent contact center duties, as well as the knowledge and skills that must be possessed.
- Provide pictures of career opportunities at the contact center.
- Learn basic processes, building blocks and main KPI of contact center.
1. Contact Center Introduction
- Over View.
- Contact Center History.
- Contact Center Evolution.
2. Basic Skill & Knowledge Contact Center Agent
- Entry Level Contact Center Agent.
- Job Description.
- Contact Center Agent Competency.
3. Career In Contact Center
- Understanding passion & career.
- Contact Center Industry.
- Opportunities as Contact Center Agent.
- Contact Center Organization.
- Career Development Contact Center Agent.
4. Basic Contact Center Management
- What happened to call?.
- Contact Center Terminologies.
- Contact Center Building Block.
- Contact Center Business Environment.
- Customer Expectation.
- Roles of Contact Center Agent.
- KPI of Contact Center Agent.
- Contact Center Agent
Duration : 2 Days Program