Overview
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Get the skills and knowledge you need to excel at customer service in a customer contact center.
Syllabus
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Introduction
- Welcome
- Contact center developments
- Your role and opportunity
- The nature of contact center work
- Timing and schedules
- Quality and first-contact resolution
- The power of one
- Attitude and example
- Ethics and responsibility
- Handling tough contacts
- Customer-focused culture
- Best practices and wrapping up
