Contact Center Excellence

How to Manage, Coach and Thrive in a Call Center

Course Summary

 

Contact Center Excellence

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.

What You'll Learn

This course is packed with actionable strategies and techniques to help you:

  • Enhance Customer Satisfaction: Deliver outstanding service that leaves a lasting positive impression. 
  •  Master Effective Communication: Develop the skills to handle any customer interaction with clarity and professionalism.  
  • Boost Team Performance: Motivate and engage your team to achieve and exceed KPIs.  
  • Handle Challenging Interactions: Navigate difficult conversations with ease and empathy.  
  • Leverage Technology for Success: Optimize workflows using the latest contact center tools and strategies.

Course Outline

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

Course Pricing

Contact Center Excellence

$199 USD

per year

  • Build, Train, Manage and Thrive in a Call Center

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John Kaufman

Who is John Kaufman?

I am a serial entrepreneur and sales fanatic who has been a top 10% sales producer, mentor and consultant in the following industries:

  • Screen printing
  • Art Brokerage
  • Web Hosting/ Managed Services
  • Software
  • IT Consulting
  • Recruiting / Staffing
  • Automotive Sales
  • Talent Management
  • Recycling / Green Products
  • Social Media Management
  • Commercial and Luxury Real Estate
  • Insurance

Not Just Another Sales Guru

He’s a guy who’s been in the trenches, faced the challenges, and comes out on top. Over the past 30 years, John has built businesses from scratch, coached sales teams to break records, and developed sales strategies that have generated hundreds of millions in revenue. But his journey hasn’t been all sunshine and rainbows, and that’s what makes his story so powerful

Entrepreneurial Spirit

John started his career with big dreams and little money. His first business, a web hosting company called TBhost.com, grew at a staggering 100% annual rate for over a decade. After selling that company, he founded Nexmation, a consulting and staffing firm that worked with some of the biggest names in the world—IBM, Deloitte, FedEx, and more. Along the way, he’s built sales call centers, created killer sales scripts, and trained teams that consistently outperformed the competition.

Overcoming Challenges

But John’s story isn’t just about success. He’s also faced massive setbacks—bankruptcy, personal loss, and even a time when he had to rely on food stamps to feed his family. Yet, he didn’t let those moments define him. Instead, he used them as fuel to rebuild his life and career, eventually becoming one of the top sales agents at one of the largest Insurance Companies in the world and a multi-million-dollar real estate investor.

The Power of Belief

John’s secret? It’s not just about knowing how to sell—it’s about believing in yourself, setting clear goals, and refusing to give up. That philosophy is at the heart of his book, Stop Selling, Start Believing. Packed with actionable strategies, it’s a blueprint for anyone who wants to crush their sales goals, overcome objections, and build a life they’re proud of.

John’s writing and teaching cut through the fluff and get straight to what works. He’s lived every lesson he shares and tested every strategy in the real world. Whether you’re a seasoned sales pro, an entrepreneur, or just someone who feels stuck, John’s no-nonsense approach will show you how to level up your mindset, your career, and your life.

If you’re ready to stop making excuses and start making actual progress, John Kaufman is the mentor who will help you get there. His story is proof that it’s never too late to believe in yourself—and succeed.