Contact Center Agent
Soft Skills Training

For All Agents (Experienced Professionals or New Hires) • Certification Course

Overview

If you need a basic skills “intro” course for agents, this offering is for you. It presents the skills needed to be a successful contact center agent in an engaging and accessible way. Talk to us about integrating this course as a standard component alongside your existing on-boarding curriculum. Quantity discounts are available.

What You’ll Learn

After completing this course agents will:

Have a basic understanding of what a contact center is
How to interact with customers better using soft skills
How to handle difficult callers better
What the customer expects from you as an agent

Objectives

Module 1: Mastering the Basics of Soft Skills
- 3 Sections
Module 2: Speaking Volumes with Tone: The Key to Customer Satisfaction
- 3 Sections
Module 3: Mastering a Positive Attitude
- 2 Sections
Module 4: The Art of Active Listening
- 3 Sections
Module 5: The Importance of Good Communication in Customer Service
- 4 Sections
Module 6: Soft Skills in Email and Chat
- 3 Sections
Module 7: Handling Difficult Calls Properly is Key to Customer Satisfaction
- 4 Sections

$275.00

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Details

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For All Agents (Experienced Professionals or New Hires)

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On Demand Course (Self - Paced)

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7 Modules | ≈ 2-3 Hours

Testimonials

“They really liked the topic on “Complaint Handling.” They learned how they can “apologize without guilt.”

Tanya Nguyen

Member Services Director
Santa Clara Family Health Plan

“The training was very interactive. I felt really involved every step of the way. The training was the right length (duration).”

Ken Raymond

Ontario Public Service, Supervisor