Customer Service: Working in a Customer Contact Center

Get the skills and knowledge you need to excel at customer service in a customer contact center.

1. The Contact Center Environment

• Contact center developments and customer expectations
• Key characteristics of successful contact center agents

2. Boosting Your Effectiveness in a Contact Center

• The nature of contact center work
• Timing and schedules in contact centers
• Quality and first-contact resolution in customer service
• The power of one in a contact center

3. Traits of Professionalism for Contact Center Agents

• An effective mindset for contact center agents
• Ethics and responsibility in your contact center role
• Handling tough customers in your customer service role
• Supporting your customer-focused culture

Conclusion

• Finding ways to make your contact center agent job enjoyable