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Contact Center Representative

Course Description

Frontline contact center representatives interact with your customers every day. Do they have the skills to create first-rate customer experiences? This skills-building course introduces the skills and techniques required to provide outstanding customer service and support.

Contact Center Representative training focuses on call handling best practices, communication and listening techniques, documentation, problem-solving and troubleshooting skills, conflict negotiation, and responses to difficult customer behaviors.

Course Outline

Unit 1: Your Role in Service and Support

  • The Role of CCR
  • The Value of a CCR
  • Understanding the Business

Unit 2: Communication Essentials

  • Active Listening
  • Voice Components
  • Effective Word Choices
  • Written Communication
  • Effective Cross-Cultural Communication

Unit 3: Troubleshooting & Incident Management

  • Troubleshooting and Problem-Solving
  • The Incident Management Process

Unit 4: Customer Management Skills

  • Challenging Customer Behaviors
  • Emotional Intelligence
  • Expressing Empathy
  • Managing Customer Behaviors
  • Stress Management

Who Should Attend

Support professionals from customer service centers, call centers, and support centers who want to refine their communication skills and learn best practices that can help improve customer experiences

What You Will Learn
  • How to assess customer business needs and exceed customer expectations
  • Critical thinking skills to resolve incidents quickly and consistently
  • Active listening skills and effective communication strategies
  • How to identify and defuse challenging customer behavior
  • An awareness of the core processes and best practices used in service and support

Get Started


List Price: Varies

Course Duration: 1 Days

This is a 1 day instructor-led course delivered by ICMI Certified Associates. If you have questions about which course is right for you, an ICMI Account Manager is available to help. Complete the Request Information form to speak with your Account Manager.


Get Started

Private Group Training

Private training just for your team.
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Virtual Classroom

Live, online instructor-led training.
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Sep 18, 2024
9:30 am-5:30 pm ET


Nov 13, 2024
9:30 am-5:30 pm ET