Customer Success and Service
Managing a Successful Contact Center
Managing customer care successfully requires more than providing phones and people to answer them. Today, customers expect instant support – whether by phone, live chat, email, or social media. Many businesses turn to a contact center model to field and resolve customer issues seamlessly through multiple channels. This...
Skills you will build
About this course
Managing customer care successfully requires more than providing phones and people to answer them. Today, customers expect instant support – whether by phone, live chat, email, or social media. Many businesses turn to a contact center model to field and resolve customer issues seamlessly through multiple channels. This course is for managers who want to take their team’s skills from functional to fantastic – helping customers in a way that creates brand fanatics. You’ll review the most important roles a manager plays at a contact center, and how to choose the best tools for your team.
Course outline
8 topics · 35 min
- 1 An Introduction to Contact Center Management
- 2 A Content Center’s Value
- 3 A Manager’s Role
- 4 Essential Customer Service Tools
- 5 Creating a Priority System
- 6 Measuring Performance
- 7 Knowledge Check
- 8 Summary
Managing a Successful Contact Center
Free
Start learning- Certificate on completion
- Access on phone and desktop
- Interactive course
- Videos