Description

The Call Center KnowledgeCenter is designed to equip new and experienced call center employees with the necessary skills to meet the demands of a busy call center environment. Subject to regular updates, the KnowledgeCenter provides access to a wide range of learning resources, such as Featured Topics, Books24x7 referenceware, and Learning Roadmaps. The Featured Topic area covers recent developments in the call center field, focusing on a specific area of interest in the Course Spotlight and including a short challenge to gauge proficiency. Books24x7 provides access to a comprehensive library of call center referenceware. Learning Roadmaps provide intuitive paths for achieving and maintaining expertise and are aimed at new and existing call center employees. Subject areas include developing customer service skills, building customer focus, frontline call center skills, dealing with incidents, and call center management. The Call Center KnowledgeCenter contains the following roadmaps: E-mail Essentials for Business, Telephone Essentials for Business, Listening Essentials, Critical Thinking Essentials, Customer Service Fundamentals, professionalism and Business Etiquette, Leading Teams, Management Essentials, Customer Focus, Customer Advocacy, Customer Service Representative: Professionalism, Customer Service Representative: Skills, and Customer Service Representative: Process.