Managing customer care successfully requires more than providing phones and people to answer them. Today, customers expect instant support—whether by phone, live chat, email, or social media. Many businesses turn to a contact center model to field and resolve customer issues seamlessly through multiple channels.   

This course is for managers who want to take their team’s skills from functional to fantastic—helping customers in a way that creates brand fanatics. You’ll review the most important roles a manager plays at a contact center, and how to choose the best tools for your team. Finally, explore how to prioritize customer needs and ensure your team performs at their best—solving problems efficiently.


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Course Content