Contact Center Training

Customers want a well-educated agent when they contact a business. They want to know that the person answering their questions knows what they are talking about. Training your staff, and giving them the information that is needed to effectively assist your customer base is paramount.

With our Contact Center Training workshop your participants will gain the knowledge to provide a great customer experience. They will develop skills on how to deal with difficult customers, build rapport, and great listening skills. All of these skills combined will provide an increase in overall customer satisfaction throughout your organization.

Course Topics Include: 

(This is a sample outline. We are always evolving the program to fit the needs of our clients.)

1. It Starts at the Top
2. Peer Training
3. How to Build Rapport
4. Learn to Listen
5. Manners Matter - Etiquette & Customer Service (I)
6. Manners Matter - Etiquette & Customer Service (II)
7. Handling Difficult Customers
8. Getting the Necessary Information
9. Performance Evaluations
10. Training Doesn’t Stop