Contact Center Information Use and Systems

Customers are very important to any business. Without customers, a business wont last very long. So, customer relationship management and customer information management systems are extremely useful business tools. They help capture and store information about each individual customer. With this information, a company can do analysis and learn more about its customer needs and behaviors in order to develop stronger relationships with them. Customer Relationship Management, more commonly known as CRM, describes both the way that companies manage their relationships with customers, and the specific software tools that they use to do this (called CRM software, or simply a CRM). CRM software has been an important and integral system in contact centers for more than a decade.

What You Will Learn:
  • What is information?
  • Information use in contact centers
  • Key information locations
  • Customer Data
  • Information Management
  • Data Integrity
  • Editing and Updating Customer Information
  • Transaction Functions
  • Searching Databases 
  • Validating Customer Identity
    Target Audience:
    • New hire employees
    • New or experienced employees
    • Individuals looking to improve their skills
    • Team Leads
    • Supervisors
    • Managers and above
    tech502_contact_center_information_use_and_systems

    Course Code: TECH502
    Course Duration: 2 Hours
    Price: $149 CAD - plus applicable taxes


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    What's included
    • 12 months access to the digital course
    • Delivery via Orion Learning LMS
    • Course Content
    • Interactive Course Activities
    • Course Assessment
    • Course Certificate
    • Progress Reporting

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    Contact Center Telephony and Systems

    Telephony systems make up the main framework for almost all modern mobile, telephone, and internet communications. These systems can connect simple communications, like a local telephone call, and complex operations, like accessing internet networks around the world. Contact center systems ensure that contact centers function effectively. They work together to support CRMs, contact center agents, and customers. Systems can be internal, external, and can be made up of a single individual, group of people, computer network, server, or other technology.

    What You Will Learn:
    • Basic Telephony Systems
    • Interactive Voice Response
    • Private Branch Exchange
    • Computer Telephony Integration
    • Automatic Call Distribution
    • Predictive Dialers
    • Quality Control Monitoring
    • Workforce Management Systems
    • Email Management
    • Statistics Management Systems
    • Report Management
      Target Audience:
      • New hire employees
      • New or experienced employees
      • Individuals looking to improve their skills
      • Team Leads
      • Supervisors
      • Managers and above
      tech503_contact_center_telephony_and_systems

      Course Code: TECH503
      Course Duration: 2 Hours
      Price: $149 CAD - plus applicable taxes


      Click here for volume discounts for this product.

       

      What's included
      • 12 months access to the digital course
      • Delivery via Orion Learning LMS
      • Course Content
      • Interactive Course Activities
      • Course Assessment
      • Course Certificate
      • Progress Reporting

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      Contact Center Time Management

      In this course time management is discussed as it applies specifically to the contact center environment. Topics including common contact center metrics such as schedule adherence and how it affects the achievement of service level, and strategies for reducing average handle time or after-call work are covered in this course. Furthermore, some practical time management tips useful in any work environment are discussed, focusing mainly on how to stay organized. Specifically, there is a focus on how to organize your workstation, your electronic files and email, and your daily priorities. Additionally, some common communication tips helpful for managing multiple tasks at one time including delegation and saying no are addressed.

      This course includes the following chapters:
      • Chapter 1: Time Management in the Contact Center Environment
      • Chapter 2: Organization and how to Manage Tasks
      What You Will Learn:
      • Agent schedule adherence in the achievement of service level
      • Factors and strategies affecting average handle time
      • Creating a customer log
      • Strategies for reducing after-call work
      • Getting organized at work
      • Email organization
      • The four levels of delegation
      • How to Say No
        Target Audience:
        • New hire employees
        • Current and experienced employees
        • Individuals looking to improve their skills
        • Team Leads and above
        ctm200_contact_center_time_management

        Course Code: CTM200
        Course Duration: 1 Hour
        Price: $149 CAD - plus applicable taxes


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        What's included
        • 12 months access to the digital course
        • Delivery via Orion Learning LMS
        • Course handbook, where applicable
        • Course Content
        • Interactive Course Activities
        • Course Quizzes
        • Course Assessment
        • Course Certificate
        • Progress Reporting

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        Introduction To Contact Centers

        What is a typical day in the life of a contact center employee? In this course, you will gain an understanding of how a contact center functions, including the general roles and responsibilities of contact center agents. Furthermore, you will learn about the different types of contact centers and what agents who work in them are likely to do. Finally, it is vitally important to know the common contact center systems and terminology as well as the pressures associated with working in a contact center environment.
        This course includes the following chapters:
        • Chapter 1: Types of Contact Centers
        • Chapter 2: Contact Center Pressures
        • Chapter 3: Telephony and Telephone Systems
        • Chapter 4: Quality Monitoring
        • Chapter 5: Contact Center Terminology 
        What You Will Learn:
        • Inbound and outbound contact centers
        • In-house and outsourced contact centers
        • Virtual contact centers
        • Workspace
        • Supervision
        • Meeting metrics
        • Difficult customers
        • Dealing with rejection
        • Telephony
        • Call routing
        • Agent states
        • Introduction to quality monitoring
        • How is quality monitored?
        • CRM
        • KMS
        • Network Operations
        Target Audience:
        • New hire employees
        • Experienced employees
        • Individuals looking to improve their contact center skills
        • Team Leads, Supervisors or Managers
        cce200_introduction_to_contact_centers

        Course Code: CCE200
        Course Duration: 8 Hours
        Price: $399 CAD - plus applicable taxes


        Click here for volume discounts for this product.

         

        What's included
        • 12 months access to the digital course
        • Delivery via Orion Learning LMS
        • Course handbook, where applicable
        • Course Content
        • Interactive Course Activities
        • Course Quizzes
        • Course Assessment
        • Course Certificate
        • Progress Reporting

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        Privacy and Data Security - Canada

        With the fast-paced proliferation of technology in the workplace it is important to understand the rules, regulations, and laws that govern various aspects of the computer-based workplace. Information privacy and security concerns have become increasingly important, and as a result it is crucial to understand both federal and provincial privacy legislation. 

        By understanding legislation like the Personal Information Protection and Electronic documents Act (PIPEDA) and Freedom of Information and Protection of Privacy Act (FIPPA), as well as guidelines surrounding the protection of electronic information, privacy breaches, and employee surveillance, you will be able to appreciate how your job as a contact center agent intersects with both federal and provincial laws.

        What You Will Learn:
        • Principles of the Personal Information and Electronic Documents Act
        • Responsibilities and Accepted Procedures - Privacy Breaches
        • Provincial Law
          Target Audience:
          • New hire employees
          • New or experienced employees
          • Individuals looking to improve their skills
          • Team Leads
          • Supervisors
          • Managers and above
          prs200_privacy_and_data_security_canada

          Course Code: PRS200
          Course Duration: 1 Hour
          Price: $149 CAD - plus applicable taxes


          Click here for volume discounts for this product.

           

          What's included
          • 12 months access to the digital course
          • Delivery via Orion Learning LMS
          • Course handbook, where applicable
          • Course Content
          • Interactive Course Activities
          • Course Certificate
          • Progress Reporting

          ISSA Logo