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Lynda – Brad Cleveland – Customer Service: Working in a Customer Contact Center

Lynda.com.Customer.Service.Working.in.a.Customer.Contact.Center.2018.03.29
[12 WebRips (MP4) 12 Subs (VTT) Ex.Files (PDF, PNG)]

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Description

Customer Service: Working in a Customer Contact Center
Instructor: Brad Cleveland
Skill Level: Beginner
Business, Skills, Customer Service, Communication
Duration: 49m 41s
Released: March 29, 2018

Lynda PageLinkedIn Learning Page

Description:

Do you work in a contact center? This course introduces contact center and service desk employees to skills and knowledge essential for success. It is designed to help you and your team understand the unique environment you are part of, deliver effective service, and cultivate a positive brand image. Key topics include customer expectations, culture, workload, service level, quality, schedules, performance metrics, accountability, ethics, and teamwork. The course reinforces the power of one (the impact of each person) and celebrates the opportunity to represent the organization to dozens or even hundreds of customers every week. Instructor Brad Cleveland also provides tips for handling tough customers, building a customer-focused culture, and enjoying your job.

Table of Contents:

Introduction
1. The Contact Center Environment
2. Boosting Effectiveness
3. Traits of Professionalism
Looking Ahead

About the Instructor:

Brad Cleveland is a globally-known customer strategy, management, and omnichannel services expert.

A sought-after consultant and speaker, Brad has worked in 45 states and over 60 countries, and his clients have included many of today’s service leaders—Apple, American Express, USAA, Google, and others. He has also advised governments in the United States, Australia, Germany, Canada, and the United Kingdom.
Brad has authored eight books and is the recipient of an Amazon.com best-selling award. His books and articles have been translated into over a dozen languages, and he has appeared in media ranging from the Wall Street Journal and the New York Times to NPR’s All Things Considered and others. He has received numerous industry awards in the customer service field, and was nominated for the prestigious Computerworld Smithsonian 21st Century Pioneering Award. In May 2012, Brad was recipient of ICMI’s Inaugural Lifetime Achievement Award.
One of the initial partners in and former president and CEO of the International Customer Management Institute (ICMI), Brad grew the firm into a global industry leader that is now part of United Business Media (London: UBM.L). Today, he is a busy consultant, writer, and speaker.
Brad lives in Sun Valley, Idaho, with his wife, Kirsten, and their daughter, Grace. He is a private pilot, enjoys skiing and mountain biking, and has logged an estimated five million miles in travel.


Filename………….: 02. Contact center developments.mp4
Duration………….: 5 min 3 s
Size……………..: 29.0 MiB
Overall bit rate…..: 801 kb/s

Video #0
Codec…………….: AVC
Resolution………..: 1280×720
Aspect ratio………: 16:9 (1.778)
Bit rate………….: 635 kb/s
frame rate………..: 29.970 (30000/1001) FPS

Audio #0
Format……………: AAC ()
Channels………….: 2 channels
Bit rate………….: 160 kb/s
Sampling rate……..: 48.0 kHz
Language………….: English


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