Transforming Your Customer Experience Master the Skills to Build and Lead High-Performance Contact Center Teams
Your contact center is more than a hub for handling inquiries—it’s the frontline of your customer experience. Every interaction shapes how customers view your brand. So, how do you ensure your team consistently delivers exceptional service, builds trust, and creates loyal customers? The Contact Center Excellence Course is your complete guide to building, managing, and transforming contact center teams into world-class performers. Whether you’re a manager, team leader, or frontline agent, this course is designed to equip you with the tools to exceed expectations and elevate your organization’s customer service.
This course is packed with actionable strategies and techniques to help you:
Housekeeping Items
Pre-Assignment Review
Workshop Objectives
The Parking Lot
Action Plan
Create an Open Culture
Understand Goals
Understand Agents’ Responsibilities
Identify Education Opportunities
Case Study
Module Two: Review Questions
Top Performing Employees
Discuss Role with Company
Critique Previously Recorded Calls
Cross Training
Case Study
Module Three: Review Questions
Smile in Your Voice
Engage in Small Talk
Listen, Acknowledge, and Empathize
Be Yourself
Case Study
Module Four: Review Questions
Allow Customer to Talk
Avoid Judgment
Take Notes
Recap the Call
Case Study
Module Five: Review Questions
Scripting
Dead Air
Tone & Inflection
Saying it the Right Way
Case Study
Module Six: Review Questions
“Reading” Your Customers
Properly Transferring Calls
Going the Extra Mile
Limit Information
Case Study
Module Seven: Review Questions
Keep Calm
Listen, Repeat, and Avoid Placing Blame
Solve the Problem
Case Study
Module Eight: Review Questions
Have a Checklist
Linear Thinking
Open-Ended Questions
Close-Ended Questions
Case Study
Module Nine: Review Questions
Consistent Service
Abandoned Calls
Speed of the Answer
Length of Call
Case Study
Module Ten: Review Questions
Evaluate Progress
Get Feedback on Training
Kudos to Deserving Employees
Have Monthly Meetings
Case Study Module
Eleven: Review Questions
Words from the Wise
Review of Parking Lot
Lessons Learned
Recommended Reading
Completion of Action Plans and Evaluations
Build, Train, Manage and Thrive in a Call Center