In this course we are going to focus on the importance of the individual in a call center operation. Most call centers have multitudes of people on the phones and it’s easy for the contribution of a single individual to get lost in the big picture. But it’s really each individual agent that makes a big difference in the success of a call center, both in terms of the customer interaction as well as in terms of the crucial dynamics of call center operations. In the module we’ll:
- Introduce the concept of “The Power of One” in customer service;
- Explore the importance of customer service to the organization;
- Identify the important role of frontline staff in service delivery;
- Outline the other “Power of One” concepts in the call center.
Last Update: January 23, 2021