ADVANCED CONTACT CENTER TRAINING
The Advanced Contact Centre Training course equips participants with the skills and knowledge to provide superior customer support, manage high-pressure situations, and optimize contact centre operations across multi-channels (live chat, email, voice, and social media,) ensuring a seamless and unified customer experience. This comprehensive training program focuses on mastering advanced communication techniques, understanding customer psychology, efficiently handling challenging situations, and enhancing overall customer satisfaction. Participants are taught to develop strong problem-solving skills, emotional intelligence, and digital etiquette in order to handle complex customer inquiries and foster positive customer relationships.
Skills / Knowledge
- Advanced Communication Techniques Across Chat, Email, Voice, and Social Media
- Multichannel Customer Service Techniques
- Managing Concurrent Interactions
- Digital Customer Engagement Strategies
- Emotional Intelligence
- Conflict De-escalation
- Empathy and Patience
- Rapport Building
- Active Listening
- Multitasking in High-Pressure Environments
- Mastering Digital Etiquette and Tone
- Time Management and Prioritization
- Adaptability to Dynamic Situations
- Consistent Brand Voice and Messaging
- Cross-selling and Up-selling
- Understanding Customer Psychology
Earning Criteria
Required
Basic Customer Experience Training
Advanced Contact Center Training