|
Here is a complete informational listing of the courses in the
PrimeContact Center™ Agent curriculum. Please note, these courses
are available exclusively at the curriculum level and cannot be
purchased separately.
| Introducing
Contact Centers (CC0021) |
|
Course |
Description
|
| Contact
Center Essentials |
This
course introduces the functions of customer contact centers
and the roles of customer service representatives (CSRs) to
provide exemplary customer service. |
| CSR
Success Criteria |
This
course describes the essential skills and qualities that will
ensure successful customer service operations. |
|
Customer Response Etiquette |
This
course helps to identify best practices for communicating
with customers via different contact methods including the
telephone, fax, email and Web chats. |
| Communicating
Effectively (CC0022) |
|
Course |
Description
|
|
Build Customer Rapport 1 |
This
course will help learners adapt their communication styles
to build a successful rapport with others. |
|
Build Customer Rapport 2 |
This
course provides learners tips and techniques to improve verbal
and written communications skills in order to deliver excellent
customer service. |
| Handling
Contacts Professionally (CC0023) |
|
Course |
Description
|
|
Maximize Call Performance 1 |
This
course reviews the stages of a typical customer call flow
and introduces several strategies to use to initiate a positive
rapport with your client. |
| Maximize
Call Performance 2 |
This
course discusses several methods that learners can employ
to assure that the customer contact is a positive experience. |
| Preparing
for Mutual Success (CC0024) |
|
Course |
Description
|
|
Satisfy Customer Needs |
This
course helps learners to distinguish different customer characteristics,
recognize appropriate techniques to successfully respond to
each type of person and convert difficult situations into
a positive experience. |
|
Reduce CSR Stress |
This
course provides several strategies to help CSRs cope with
stressful customer situations while maintaining a courteous
and professional demeanor. |
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