Introduction
Welcome
(02:20)
1. The Contact Center Environment
Contact center developments
(05:03)
Your role and opportunity
(05:21)
2. Boosting Effectiveness
The nature of contact center work
(02:39)
Timing and schedules
(04:14)
Quality and first-contact resolution
(06:01)
The power of one
(04:44)
3. Traits of Professionalism
Attitude and example
(02:59)
Ethics and responsibility
(03:00)
Handling tough contacts
(04:23)
Customer-focused culture
(04:29)
Looking Ahead
Best practices and wrapping up
(04:28)
Ex_Files_Customer_Service_Working_Customer_Contact_Center.zip
(1.7 MB)