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Call Center, The Essential guide

Learn how to thrive in a call center and run a call center with the help of the experience King.
3.7 (10 ratings)
Instead of using a simple lifetime average, Udemy calculates a course's star rating by considering a number of different factors such as the number of ratings, the age of ratings, and the likelihood of fraudulent ratings.
18 students enrolled
Created by Amas Tenumah
Last updated 10/2015
English
$10 $40 75% off
14 hours left at this price!
30-Day Money-Back Guarantee
Includes:
  • 32 mins on-demand video
  • 1 Supplemental Resource
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
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What Will I Learn?
Excel at operating and working in a call center
Build an executive level careers from call centers
View Curriculum
Requirements
  • Basic Understanding of business
Description

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


Who is the target audience?
  • 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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Curriculum For This Course
Expand All 34 Lectures Collapse All 34 Lectures 34:38
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Intro
1 Lecture 01:41

You will get a sense of the Teacher and what the benefits of this course will be in your career.

Preview 01:41
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What's in it for you
5 Lectures 02:28

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.

Preview 00:33

We are going to begin by going through why call centers exists and understand their evolution from it's invention till today

Preview 00:37



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History & Evolution of call centers
6 Lectures 06:11

A very brief history of how call Centers came to be

Preview 00:48

This era is the essential definition of a call center in those days

Preview 00:42

2nd generation call centers

Preview 01:18

3rd gen call centers

Preview 00:54

How the internet really changed the call center in very dramatic ways.

Preview 01:19

Explosion of technology, coupled with a flatter universe has created a call center set up that very few could have predicted 20 years ago.

Preview 01:10
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Call Center Types
6 Lectures 05:51

You will be able to articulate and understand the different call center iterations

Different Call center Types
00:45

Sales Centers
00:43

Outsourced Call Centers (Domestic)
00:44

International Outsourcing
00:32

Remote Agent or Work from Home
02:01

Call Centers by Functions
01:06
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Technology in the call center
6 Lectures 04:21
ACD Technology
00:22

Dialer Technology
00:35

WFM Technology
00:50

CRM Technology
00:40

Call Recording Technology
00:55

On Premise vs Cloud and the Call Center
00:59
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Managing a call Center
4 Lectures 05:49
People, Processes and Technology
00:28

Managing Processes
01:35

Managing Technology
01:33

Managing People
02:13
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Call Center Terminology
1 Lecture 00:00
Get a dictionary
3 pages
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Leadership Opportunities
2 Lectures 02:22
Organizational Structure
00:58

Possibilities
01:24
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Call Center & Your career
1 Lecture 00:44
Are you a good fit for call centers
00:44
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Conclusion
2 Lectures 02:11
Summary of call centers and where it is going
01:45

Feel free to reach out to me with questions at amas@amastenumah.com or online at amastenumah.com

Preview 00:26
About the Instructor
3.7 Average rating
10 Reviews
18 Students
1 Course
Customer Experience Transformist

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.

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