Call center training

Customers feel more valued when you listen to them. This course will help your teams create a more satisfying customer experience by helping them understand how to respond appropriately to what customers say (either verbally or in writing) and to learn how to respond to customer concerns with greater understanding. Target audience: Front-line agents working with customers. Call center training module length: 60 minutes.

Empathy “fuels connection” and helps create loyalty. This course teaches teams how to develop customer empathy in order to understand customers in their journey. Participants will learn how to create an empathy map, based on persona and use case, which documents the steps needed to achieve a desired resolution. Target audience: Managers, agents, or any employee who is concerned with the customer experience. Call center training module length: 60 minutes.

Resilience is the ability to adapt to difficult situations. The purpose of this workshop is to help participants understand what resilience is, why it is important, and how to be more adaptable. While resilience is not the same thing as stress, managing stress can contribute to higher resilience, which is a skill that can be developed. Target audience: Front-line agents working with customers, but with slight modification can be appropriate for any level. Call center training module length: 60 minutes.

This course will help managers have more effective coaching conversations by learning principles that will lead to better conversations leading to improved team member performance. Target audience: Supervisors of front-line agents but with slight modification can be appropriate for any level. Call center training module length: 60 minutes.

Looking for ideas on how to make new employees more productive? This course teaches managers how to achieve more effective employee onboarding by discussing and demonstrating new skills now required to engage on-site and work-from-home employees. Target audience: Managers and supervisors. Call center training module length: 60 minutes.

Motivating remote employees can be a challenge. This course will help managers of remote employees learn and effectively use new techniques now needed to coach, supervise, and mentor remote employees. Target audience: Managers and supervisors. Call center training module length: 60 minutes.

Quality monitoring is performed to help build more proficient teams—one agent at a time. This course will share how to use readily available tools to identify quality improvements to processes, procedures, training, and technology, and to spot problems and remediate issues early. Target audience: Contact center managers, supervisors, and quality analysts. Call center training module length: 60 minutes.

Effective remote learning is now more important than ever before. Trainers and supervisors require new skills to help them capture and retain a learner’s attention when teaching remotely—and for learners to learn how to recall and practice the instruction. Audience: Trainers and supervisors. Call center training module length: 60 minutes.

Want to improve your digital interactions? This session will help contact center leaders improve digital interactions by teaching them how to evaluate and implement digital technologies and deliver effective digital interactions that delight customers. Target audience: Contact center managers. Call center training module length: 75 minutes.