Contact Center Agent Training

This course has already finished. If you are interested in this course, please contact our call center. We will inform you next training schedule.

Period

2^nd week of May 2011

Venue

NEC Training Center (2nd floor Serm-mit Tower)

Intended Audiences

• Contact Center Agents

Maximum Attendee

• 25 persons

Introduction

Managing an effective Contact Center has its challenges, so you need to take advantage of anything that's going to improve customer service, grow revenue and keep your customers happy.

Benefits of NEC Contact Center Solution

• Improved responses and customer service levels
• Higher staff productivity and operating costs
• Lower abandonment rates
• Effective handling of priority customers
• Better information management

Agent Training’s Objectives

After complete this training, attendees will be able to:

• Have knowledge in Contact Center Concept, including Queue and agent.
• Understand the operations of Agent Desktop
• Know how to use Agent Telephone function increasing Contact Center Performance
• Basic trouble shooting

Training hours

• 9:30am to 11:30pm
• Breaks
  • Morning break: 10:15am to 10:30am

Agent Training’s Course Outline

Topic	Time Consumption
Overview of NEC Contact Center Solution	45 Minutes
Agent’s Tools Telephone Agent Desktop	30 Minutes
Basic Trouble Shooting	30 Minutes

 

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