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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)
Question 1.4 - Knowledge Centered Support (KCS)
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