This course was created with the
course builder. Create your online course today.
Start now
Create your course
with
Autoplay
Autocomplete
Previous Lesson
Complete and Continue
Industry Knowledge for Contact Center Consultants - 30 Minute Mini-course
Video Lectures: Industry Knowledge
Industry Knowledge Introduction (0:48)
Key contact center metrics, KPIs, and business challenges (14:27)
Activity: Test what you learned about metrics, KPIs and business challenges
Interaction channels (5:23)
Activity: Test your knowledge of Interaction Channels
Business continuity in the contact center (3:03)
Activity: Confirm your understanding of Business Continuity
Different types of contact centers (3:25)
Activity: Test what you remember about contact center types
Core tenets of KCS (3:28)
Activity: What did you learn about KCS?
Components of a contact center (6:29)
Activity: Test your knowledge of Contact Center Components
Video Practice Exam Questions
Question 1.1 - Common Contact Center Systems (2:15)
Question 1.2 - Quality Monitoring (1:27)
Question 1.3 - Business Continuity (1:56)
Question 1.4 - Knowledge Centered Support (KCS) (1:10)
Different types of contact centers
Lesson content locked
If you're already enrolled,
you'll need to login
.
Enroll in Course to Unlock