Customer Service Contact Center Fundamentals

Learn how to make Customer Service Excellent to your business and Contact Center Environments

What you'll learn
Learn the principles of Excellent Customer Service
Learn the principles of a Contact Center environment that provides good quality
Identify what level of Service you provide
Understand how to be successful in a Service Organization
Understand the basic parts for an Excellent Service Culture
Requirements
Any PC user
Any experience with Customer Service
Description
The Contact Center of Excellence or CoE supports contact center transformation to improve the customer experience and create operational efficiencies at customer agencies. Through providing implementation support and recommendations on best practices, emerging technologies, and shared services, we strive to revitalize the role of contact centers in ensuring timely access to accurate information while maximizing the impact of taxpayer dollars.Throughout this training, we will refer to the following key concepts:Artificial Intelligence (AI) – A group of technologies that when combined can automate time intensive and often expensive tasks to do by hand. These technologies fall into two groups: technologies that improve perception (the ability to recognize, such as natural language processing) or improve cognition (the ability to interpret and solve problems, such as machine learning).Customer Relationship Management System (CRM) – A tool to capture, consolidate, and analyze data on customer interactions. Its goal is to help organizations recognize and communicate with customers.Emerging Technology – Cloud-based emerging technologies driven by private-sector investments are revolutionizing the contact center space.Knowledge Management – A discipline that promotes an integrated approach to identifying, capturing, evaluating, retrieving, and sharing all of an organization’s information assets. These assets may include databases, documents, policies, procedures, and previously uncaptured expertise and experience in individual staff members.Omni-Channel – Integration enables a consistent brand experience regardless of the technology or method of communication customers choose to use. It also enables seamless transition among various contact channels (e.g., data from an email must be usable by an agent that later has a phone call with the customer).Quality Monitoring – Listening to an agent’s telephone calls to assess the quality of work associated with the call measures customer service skills, accuracy of information provided, Standard Operating Procedures (SOPs), and data entry.Training – Thoroughly training customer service representatives from the beginning saves time, increases first call resolution, prevents mistakes, and reduces the number of repeat callers.Workforce Management – The art and science of having the right number of agents, at the right times, to answer an accurately forecasted volume of incoming calls at the service-level standard set by the contact center.

Overview

Section 1: Introduction

Lecture 1 Introduction

Section 2: Customer Service and Employee Morale

Lecture 2 Customer Service and Employee Morale

Section 3: Customer Service Agent Morale and Turnover

Lecture 3 Customer Service Agent Morale and Turnover

Section 4: Traditional Contact Center Vs Intelligent Contact Center

Lecture 4 Traditional Contact Center Vs Intelligent Contact Center

Section 5: Understanding Inbound Routing for Customer Service

Lecture 5 Understanding Inbound Routing for Customer Service

Section 6: Customer Satisfaction Fault to Resolution

Lecture 6 Customer Satisfaction Fault to Resolution

Section 7: Contact Center Balanced Performance

Lecture 7 Contact Center Balanced Performance

Section 8: Understanding Customer Needs

Lecture 8 Understanding Customer Needs

Section 9: Customer Service Performance

Lecture 9 Customer Service Performance

Contact Center Managers,Supervisors,Team Leaders,Contact Center Agents,Chief Technology Officers