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Nothing is more critical to organizational success than acquiring and keeping customers and colleagues, all of which require clear communication and strong customer skills. Effective professionals need to be adept in a variety of verbal, nonverbal, and written skills. They also need to develop interpersonal skills that will enable them to cope with conflict and difficult coworkers and customers. It's important to build rapport with customers using a variety of skills, including listening, vocal cueing, and problem solving. In addition, management must foster a culture that focuses on eliciting and satisfying external and internal customer needs.
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Inbound Call Centers can make or break an organization.
Call center employees are usually the major, or only, contact customers have with your organization.
This program shows ways to create a strong call center that not only handles customer concerns,
but can also generate revenue and be a role in the financial success of the company. In these courses,
you will learn how to manage a call center successfully by becoming well-versed in current and future call center technology,
learning motivating techniques for call center team members, hiring the right people, and creating call center performance metrics.
This program includes several short programs that focus on issues specific to call centers such as efficiency, hiring, absenteeism, reward incentives, and more.
Estimated Course Hours: 0.7
Target Audience: Call Center Representatives, Supervisors and Managers
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Courses in this program include:
(Select a title below for details.)