This Contact Centre Agent course is divided into 13 parts. Each segment is provided as a 10-minute video and a workbook with three sections in each video guiding you to pause and answer questions that apply to you in your role. Whether you are a new agent or looking to improve your existing skills, this pathway will give you some excellent skills in providing customers with a first-rate customer experience.

Topics for this course include

:Introduction to Contact Centre, Attitude, Customer Service Excellence, Answering the Telephone, Showing Empathy Communication Skills, Award Winning Telephone Techniques Part 1, Award Winning Telephone Techniques Part 2, Positive First Impressions, Handling Difficult Customers, Keeping your Customers Informed, Fix the Customer First, Award Winning Emails

Each topic includes a workbook that will help you apply the principles in your role and provide an action plan that you can work towards for each area.