Call Center, The Essential guide

Call Center, The Essential guide, available at $34.99, has an average rating of 4.25, with 34 lectures, based on 102 reviews, and has 283 subscribers.

You will learn about Excel at operating and working in a call center Build an executive level careers from call centers This course is ideal for individuals who are This Course is meant for call center employees, supervisors and support staff. This course is not for you if you are already a director or a veteran of the call center industry It is particularly useful for This Course is meant for call center employees, supervisors and support staff. This course is not for you if you are already a director or a veteran of the call center industry.

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Summary

Title: Call Center, The Essential guide

Price: $34.99

Average Rating: 4.25

Number of Lectures: 34

Number of Published Lectures: 34

Number of Curriculum Items: 34

Number of Published Curriculum Objects: 34

Original Price: $27.99

Quality Status: approved

Status: Live

What You Will Learn

Excel at operating and working in a call center
Build an executive level careers from call centers

Who Should Attend

This Course is meant for call center employees, supervisors and support staff. This course is not for you if you are already a director or a veteran of the call center industry

Target Audiences

This Course is meant for call center employees, supervisors and support staff. This course is not for you if you are already a director or a veteran of the call center industry

Course Description

58% of Customers stop doing business with companies simply because of a bad interaction with a call center according to Harris Interactive. 78% of customers abandon a sale because of bad experience with a call center. The Contact Center industry is $300B+ and growing and is increasingly becoming the epicenter of most organization. Success at most organizations hinge on how well the contact or call center operates.

Simply put the call center is the most important group at most organizations today. As it has responsibility for customer relationships and often a significant part of sales as well. My goal is to help demystify the call center so you can be better either as an employee or a leader in the call center.

Learn and Master the Essentials of the Call Center

History of the Call Center
Evolution of the Call Center
Types and functions of the Call Center
Call Center Technology
Management within the Call Center
Call Center and Your Career

Contents & Overview

This course has over an hour of Content with most of it being one on one video content. It is designed for anyone regardless of skill.

In this course You will learn why call centers exist, the role it plays in most organization, it’s terminology, technology and processes. Last but not least you will learn how to leverage the call center for your career.

What are the Requirements?

An understanding of the English Language

What am I getting?

Over an hour of content

By the end of this course the call center will cease to be a mystery, you will enjoy learning how to excel in a call center
You will provide better service to your customers as a manager
You will have a fundamental understanding of how this whole call center thing started, the role it plays today
Lastly, you will have a clear understanding of how to capitalize on it’s potential for your career.

Who is the target audience?

If you already work in a call center this course is for you
If you are interested in call centers this course is for you
If you are interested in Customer Service or Telesales this course is for you

Course Curriculum

Chapter 1: Intro

Lecture 1: Intro

Chapter 2: What's in it for you

Lecture 1: Learn the Basics of call center

Lecture 2: What's in this course and what do you get?

Lecture 3: What do you get out of this course?

Lecture 4: Questions Along The Way?

Lecture 5: How to Navigate this course

Chapter 3: History & Evolution of call centers

Lecture 1: How did Call centers get started

Lecture 2: Call Center 1.0

Lecture 3: Call center 2.0

Lecture 4: Contact center 3.0

Lecture 5: Contact Center 4.0 and the Internet

Lecture 6: Current Day Call Centers

Chapter 4: Call Center Types

Lecture 1: Different Call center Types

Lecture 2: Sales Centers

Lecture 3: Outsourced Call Centers (Domestic)

Lecture 4: International Outsourcing

Lecture 5: Remote Agent or Work from Home

Lecture 6: Call Centers by Functions

Chapter 5: Technology in the call center

Lecture 1: ACD Technology

Lecture 2: Dialer Technology

Lecture 3: WFM Technology

Lecture 4: CRM Technology

Lecture 5: Call Recording Technology

Lecture 6: On Premise vs Cloud and the Call Center

Chapter 6: Managing a call Center

Lecture 1: People, Processes and Technology

Lecture 2: Managing Processes

Lecture 3: Managing Technology

Lecture 4: Managing People

Chapter 7: Call Center Terminology

Lecture 1: Get a dictionary

Chapter 8: Leadership Opportunities

Lecture 1: Organizational Structure

Lecture 2: Possibilities

Chapter 9: Call Center & Your career

Lecture 1: Are you a good fit for call centers

Chapter 10: Conclusion

Lecture 1: Summary of call centers and where it is going

Lecture 2: Invitation to connect

Instructors

Amas Tenumah
Humanistic Customer Experience

Rating Distribution

1 stars: 9 votes
2 stars: 1 votes
3 stars: 22 votes
4 stars: 33 votes
5 stars: 37 votes

Frequently Asked Questions

How long do I have access to the course materials?

You can view and review the lecture materials indefinitely, like an on-demand channel.

Can I take my courses with me wherever I go?

Definitely! If you have an internet connection, courses on Udemy are available on any device at any time. If you don’t have an internet connection, some instructors also let their students download course lectures. That’s up to the instructor though, so make sure you get on their good side!

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