Call Center Operations
Introduction to the Call Center
This interactive course provides an overview of the role and responsibilities of contact center staff… [read more]
Customer Service and Support
This course provides an overview of customer service best practices, including how to communicate effectively with customers… [read more]
Customer Service: Telephone Excellence
This course, designed for all employees who interact directly with customers, illustrates the importance of developing effective telephone skills… [read more]
Outbound Communications
This course provides an overview of outbound calls, including best call practices and applicable regulations… [read more]
Call Center Marketing and Social Media Rules
This course provides an overview of marketing rules and social media, including a discussion of Reg Z, Reg DD, and UDAAP… [read more]
Time Management Essentials
This course provides learners with an overview of how to effectively manage their time, including best practices for managing contact times… [read more]
Consumer Transactions
This course provides an overview of Regulation CC, Regulation D, and Regulation E and how they impact the handling of consumer transactions… [read more]
Telephone Techniques for Customer Interactions
This course will help you learn why certain calls can be so challenging by discussing the five stages of the communication process.. [read more]
Handling Complaints
This course describes how to respond to complaints, including potential compliance implications and best practices for handling complaints… [read more]
Fraud and Unauthorized Transfers
This course provides an overview of fraud and ID theft, including how to respond to suspicious activity and unauthorized transactions… [read more]
Authentication and Privacy
This course provides learners with an overview of their role in maintaining customer privacy during phone, text, or email discussions… [read more]
Sales Process and Ethics
This course describes how to handle the sales aspects of consumer interactions and address ethical considerations in the call center… [read more]
Inbound Communications
This course provides an overview of inbound communication at call centers, including best practices and when and how to transfer calls… [read more]
Matching Products to Consumer Needs
This course provides learners with an overview of their role in matching products and services to customers needs… [read more]
