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This comprehensive training program provides agents with a complete foundation of customer service and contact management skills.
Agents will learn and practice contact-handling skills, including active listening, call control, word choice, and more.
Teaches agents valuable strategies for dealing with a variety of difficult customer interactions and managing stress.
Increases agent engagement by developing a basic knowledge of contact center operations and how agents contribute to the organization.
These are extraordinary times, and we, the ICMI team, want to offer a helping hand.
Many contact center professionals are on the front lines of this crisis – handling customer contacts with life changing urgency, managing work-from-home staff, figuring out system stability and accessibility issues and keeping teams sane. Meanwhile, you’re overwhelmed and trying to manage the uncertainty of what each day brings both at work and at home. We know it’s not easy.
As the leader in support, service, and guidance to contact centers, we’re here to help.