Contact Center Training

  • $499.00
    Unit price per 


Contact Center Training

Customers want a well-educated agent when they contact a business. They want to know that the person answering their questions knows what they are talking about. Training your staff, and giving them the information that is needed to effectively assist your customer base is paramount.

With our Contact Center Training workshop your participants will gain the knowledge to provide a great customer experience. They will develop skills on how to deal with difficult costumers, build rapport, and great listening skills. All of these skills combined will provide an increase in overall customer satisfaction throughout your organization.


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Everything you need to teach a one-day workshop for Contact Center Training:

  • Training Manuals
  • PowerPoint Slides
  • Instructor's Guide
  • Quick Reference Job Aids
  • Icebreakers, Activities,
     & Exercise Files
  • Pre-Assignments,
    Pre-/Post-Assessments
  • Promotional Advertorials
  • Lesson Plans with Flip Chart Notes


Also available: training video clips, editable books, audiobook workshops, e-learning, and cloud-based LMS.

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Contact Center Training Course Outline:

Module One: Getting Started
  • Icebreaker
  • Housekeeping Items
  • The Parking Lot
  • Workshop Objectives
Module Two: It Starts at the Top
  • Create an Open Culture
  • Understand Goals
  • Understand Agents’ Responsibilities
  • Identify Education Opportunities
  • Case Study
  • Module Two: Review Questions
Module Three: Peer Training
  • Top Performing Employees
  • Discuss Role with Company
  • Critique Previously Recorded Calls
  • Cross Training
  • Case Study
  • Module Three: Review Questions
Module Four: How to Build Rapport
  • Smile in Your Voice
  • Engage in Small Talk
  • Listen, Acknowledge, and Empathize
  • Be Yourself
  • Case Study
  • Module Four: Review Questions
Module Five: Learn to Listen
  • Allow Customer to Talk
  • Avoid Judgment
  • Take Notes
  • Recap the Call
  • Case Study
  • Module Five: Review Questions
Module Six: Manners Matter - Etiquette & Customer Service (I)
  • Scripting
  • Dead Air
  • Tone & Inflection
  • Saying it the Right Way
  • Case Study
  • Module Six: Review Questions
                                              Module Seven: Manners Matter - Etiquette & Customer Service (II)
                                              • “Reading” Your Customers
                                              • Properly Transferring Calls
                                              • Going the Extra Mile
                                              • Limit Information
                                              • Case Study
                                              • Module Seven: Review Questions
                                              Module Eight: Handling Difficult Customers
                                              • Keep Calm
                                              • Listen, Repeat, and
                                              • Avoid Placing Blame
                                              • Solve the Problem
                                              • Case Study
                                              • Module Eight: Review Questions
                                              Module Nine: Getting the Necessary Information
                                              • Have a Checklist
                                              • Linear Thinking
                                              • Open-Ended Questions
                                              • Close-Ended Questions
                                              • Case Study
                                              • Module Nine: Review Questions
                                              Module Ten: Performance Evaluations
                                              • Consistent Service
                                              • Abandoned Calls
                                              • Speed of the Answer
                                              • Length of Call
                                              • Case Study
                                              • Module Ten: Review Questions
                                              Module Eleven: Training Doesn’t Stop
                                              • Evaluate Progress
                                              • Get Feedback on Training
                                              • Kudos to Deserving Employees
                                              • Have Monthly Meetings
                                              • Case Study
                                              • Module Eleven: Review Questions
                                              Module Twelve: Wrapping Up
                                              • Words from the Wise
                                              • Review of Parking Lot
                                              • Lessons Learned
                                              • Completion of Action Plans and Evaluations

                                                                                    Administrative Skills

                                                                                    1. Accountability in the Workplace
                                                                                    2. Administrative Office Procedures
                                                                                    3. Administrative Support
                                                                                    4. Archiving and Records Management
                                                                                    5. Basic Bookkeeping
                                                                                    6. Business Writing
                                                                                    7. Collaborative Business Writing
                                                                                    8. Executive and Personal Assistants
                                                                                    9. Meeting Management
                                                                                    10. Organizational Skills
                                                                                    11. Social Media In The Workplace
                                                                                    12. Supply Chain Management

                                                                                    Career Development

                                                                                    1. Assertiveness And Self-Confidence
                                                                                    2. Communication Strategies
                                                                                    3. Creative Problem Solving
                                                                                    4. Developing Creativity
                                                                                    5. Digital Citizenship
                                                                                    6. Entrepreneurship
                                                                                    7. Interpersonal Skills
                                                                                    8. mLearning Essentials
                                                                                    9. Negotiation Skills
                                                                                    10. Personal Branding
                                                                                    11. Project Management
                                                                                    12. Telework And Telecommuting
                                                                                    13. Ten Soft Skills You Need
                                                                                    14. The Cloud and Business
                                                                                    15. Time Management
                                                                                    16. Women in Leadership

                                                                                    Human Resources

                                                                                    1. Business Succession Planning
                                                                                    2. Contract Management
                                                                                    3. Crisis Management
                                                                                    4. Developing a Lunch and Learn
                                                                                    5. Diversity and Inclusion
                                                                                    6. Employee Onboarding
                                                                                    7. Employee Recruitment
                                                                                    8. Employee Termination Processes
                                                                                    9. Generation Gaps
                                                                                    10. Health and Wellness at Work
                                                                                    11. Hiring Strategies
                                                                                    12. Human Resource Management
                                                                                    13. Managing Workplace Harassment
                                                                                    14. Measuring Results From Training
                                                                                    15. Millennial Onboarding
                                                                                    16. Office Health And Safety
                                                                                    17. Sensitivity Training
                                                                                    18. Talent Management
                                                                                    19. Train-The-Trainer
                                                                                    20. Universal Safety Practices
                                                                                    21. Workplace Diversity
                                                                                    22. Workplace Harassment
                                                                                    23. Workplace Violence

                                                                                    Personal Development

                                                                                    1. Adult Learning - Mental Skills
                                                                                    2. Adult Learning - Physical Skills
                                                                                    3. Anger Management
                                                                                    4. Attention Management
                                                                                    5. Being A Likeable Boss
                                                                                    6. Critical Thinking
                                                                                    7. Emotional Intelligence
                                                                                    8. Emotional Intelligence at Work
                                                                                    9. Goal Setting and Getting Things Done
                                                                                    10. Improving Mindfulness
                                                                                    11. Improving Self-Awareness
                                                                                    12. Increasing Your Happiness
                                                                                    13. Job Search Skills
                                                                                    14. Life Coaching Essentials
                                                                                    15. Managing Personal Finances
                                                                                    16. Managing Workplace Anxiety
                                                                                    17. Personal Productivity
                                                                                    18. Public Speaking
                                                                                    19. Social Intelligence
                                                                                    20. Social Learning
                                                                                    21. Stress Management
                                                                                    22. Taking Initiative
                                                                                    23. Trust Building and Resilience
                                                                                    24. Work-Life Balance

                                                                                    Sales And Marketing

                                                                                    1. Body Language Basics
                                                                                    2. Call Center Training
                                                                                    3. Coaching Salespeople
                                                                                    4. Contact Center Training
                                                                                    5. Creating a Great Webinar
                                                                                    6. Employee Recognition
                                                                                    7. Event Planning
                                                                                    8. High Performance Teams Inside the Company
                                                                                    9. High Performance Teams Remote Workforce
                                                                                    10. In Person Sales
                                                                                    11. Internet Marketing Fundamentals
                                                                                    12. Marketing Basics
                                                                                    13. Media And Public Relations
                                                                                    14. Motivating Your Sales Team
                                                                                    15. Multi-Level Marketing
                                                                                    16. Overcoming Sales Objections
                                                                                    17. Presentation Skills
                                                                                    18. Proposal Writing
                                                                                    19. Prospecting and Lead Generation
                                                                                    20. Sales Fundamentals
                                                                                    21. Servant Leadership
                                                                                    22. Social Media Marketing
                                                                                    23. Telephone Etiquette
                                                                                    24. Top 10 Sales Secrets
                                                                                    25. Trade Show Staff Training

                                                                                    Supervisors And Managers

                                                                                    1. Budgets And Financial Reports
                                                                                    2. Coaching And Mentoring
                                                                                    3. Conducting Annual Employee Reviews
                                                                                    4. Developing New Managers
                                                                                    5. Employee Motivation
                                                                                    6. Facilitation Skills
                                                                                    7. Knowledge Management
                                                                                    8. Leadership And Influence
                                                                                    9. Lean Process And Six Sigma
                                                                                    10. Manager Management
                                                                                    11. Middle Manager
                                                                                    12. Office Politics For Managers
                                                                                    13. Performance Management
                                                                                    14. Self-Leadership
                                                                                    15. Supervising Others
                                                                                    16. Team Building Through Chemistry
                                                                                    17. Virtual Team Building And Management

                                                                                    Workplace Essentials

                                                                                    1. Appreciative Inquiry
                                                                                    2. Business Acumen
                                                                                    3. Business Ethics
                                                                                    4. Business Etiquette
                                                                                    5. Change Management
                                                                                    6. Civility In The Workplace
                                                                                    7. Conflict Resolution
                                                                                    8. Customer Service
                                                                                    9. Customer Support
                                                                                    10. Cyber Security
                                                                                    11. Delivering Constructive Criticism
                                                                                    12. Developing Corporate Behavior
                                                                                    13. Handling a Difficult Customer
                                                                                    14. Networking Outside the Company
                                                                                    15. Networking Within the Company
                                                                                    16. Respect in the Workplace
                                                                                    17. Risk Assessment and Management
                                                                                    18. Safety In The Workplace
                                                                                    19. Team Building For Managers
                                                                                    20. Teamwork And Team Building

                                                                                    Microsoft Office Specialist (MOS)

                                                                                    1. Access 2016 Essentials
                                                                                    2. Excel 2016 Essentials
                                                                                    3. Outlook 2016 Essentials
                                                                                    4. PowerPoint 2016 Essentials
                                                                                    5. Word 2016 Essentials
                                                                                    6. Excel 2016 Expert
                                                                                    7. Word 2016 Expert