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Provided by: Serebra Learning Corporation The Call Center Industry |
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Training
Provided by Serebra Learning Corporation
When people pick up a phone and hear someone greeting them from the XYZ Company, they put little thought into the people, process, or technology behind the phone call. To them, the person on the phone is just a voice on the other end of the line. This course will examine all of the aspects of a call center. In order to facilitate this examination, this course has been broken down into three parts: overview, call center organization, and call center technology. This course is targeted for new, front line agents at a call center.
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The Call Center Industry
Audience
This course is targeted for new, front line agents at a call center.
Topics
Objectives
- Call Center Overview
- recognize the benefits of understanding the purpose of a call center.
- match the type of call center and its means of contact to examples.
- sequence the benchmarks of the call center industry.
- classify different call centers based on their functions.Call Center Organization
- recognize the benefits of understanding the structure of a call center.
- match the type of call center role to its responsibilities.
- identify environmental factors in a call center agent's work environment that impact productivity and job satisfaction.Call Center Technology
- recognize the important role that technology plays within the call center environment.
- match call establishment technologies to examples of their use in a call center.
- match call management technologies to examples of their use in a call center.
- choose the most appropriate emerging technology to aid customers.
About The Training Provider: Serebra Learning Corporation
Serebra Learning Corporation - Serebra Learning Corporation provides technology-based training solutions through a combination of Cortex, its proprietary learning management system (LMS), and a curriculum catalog with over 1, 825 current courseware titles. Founded in 1987 (as FirstClass Systems, with a name change to Serebra in 2001), Serebra has over sixteen years" experience delivering e-learning solutions to both...
