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The Art of Customer Service and Contact Center

About This Course

This entertaining course serves as a fantastic resource for call centers looking to strengthen their employees’ customer service skills. Lessons provide a comprehensive overview of skills needed to interact with customers online and over the phone, techniques for handling difficult customers and ways to track call center performance.

How It Works

Feel free to select individual lessons, full chapters, or share the entire course with your employees, based on your training goals. Mobile features ensure employees unable to attend training sessions can access the lessons independently via any computer or mobile device.

Training features offered in this course include:

  • Bite-sized lessons you can use to help employees strengthen their call center skills
  • Short quizzes employees can take to check their knowledge of the lessons
  • Practice exams designed to gauge employees’ comprehension of each chapter and the entire course
  • Subject-matter experts ready to answer your questions about specific details presented in the lessons

How It Helps

  • Introduces important concepts: Employees can discover or refresh their knowledge of the basics of call centers and call center agents.
  • Provides strategies: Lessons offer strategies for managing difficult customers and improving customer satisfaction.
  • Enhances call center performance: Ensuring your employees have the tools to improve their customer service skills and strengthen customer satisfaction can enhance overall call center performance.

Skills Covered

After completing this course, employees should understand the following:

  • Basics of call centers and call center agents
  • Skills call center agents to need to properly interact with customers
  • How to ensure call center customer satisfaction
  • Best ways to handle difficult customers in a call center
  • Telephone and digital customer service basics
  • Metrics for tracking call center performance

Course Curriculum

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