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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