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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
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
Who is the target audience?
Not for you? No problem.
30 day money back guarantee.
Learn on the go.
Desktop, iOS and Android.
Certificate of completion.
|Section 1: Intro|
You will get a sense of the Teacher and what the benefits of this course will be in your career.
|Section 2: What's in it for you|
I am honored that you are here with me to learn about call centers or contact centers. The section titles will give you an idea of the lectures that are in that section. This is self paced and so you can choose to go from one section to the next or skip sections, and come back. It is all up to you.
One big reason for creating this course is to connect with people like you around the globe so feel free to ask me questions.
We are going to begin by going through why call centers exists and understand their evolution from it's invention till today
What do you get out of this course?Preview
Questions Along The Way?Preview
How to Navigate this coursePreview
|Section 3: History & Evolution of call centers|
A very brief history of how call Centers came to be
This era is the essential definition of a call center in those days
2nd generation call centers
3rd gen call centers
How the internet really changed the call center in very dramatic ways.
Explosion of technology, coupled with a flatter universe has created a call center set up that very few could have predicted 20 years ago.
|Section 4: Call Center Types|
You will be able to articulate and understand the different call center iterations
Outsourced Call Centers (Domestic)
Remote Agent or Work from Home
Call Centers by Functions
|Section 5: Technology in the call center|
Call Recording Technology
On Premise vs Cloud and the Call Center
|Section 6: Managing a call Center|
People, Processes and Technology
|Section 7: Call Center Terminology|
Get a dictionary
|Section 8: Leadership Opportunities|
|Section 9: Call Center & Your career|
Are you a good fit for call centers
|Section 10: Conclusion|
Summary of call centers and where it is going
Feel free to reach out to me with questions at firstname.lastname@example.org or online at amastenumah.com
Amas Tenumah is an author and customer experience expert specializing in customer experience operations. He has spent over a decade managing customer experience programs for numerous companies including: Cox Communications, Teleflora, Coca-Cola, and Convergys Corporation. Amas brings a unique perspective to the world of customer experience that he shares regularly in industry publications and as a speaker at many events. He is also a proud dad, avid Yankee fan, and competitive soccer player when home in Oklahoma City.