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所在平台: Udemy |
课程主页: https://www.udemy.com/course/callcenter/
课程评论：没有评论
**课程名称：呼叫中心：必备指南** **课程概述：** 本课程旨在揭秘呼叫中心，帮助学员无论作为员工还是领导者，都能更好地理解和管理呼叫中心。课程强调了呼叫中心在当今组织中的重要性，指出多数客户因糟糕的呼叫中心体验而停止与公司合作（58%）或放弃购买（78%）。呼叫中心行业规模庞大且不断增长，是组织客户关系和销售的关键环节。 **课程内容：** * 呼叫中心历史与演变 * 呼叫中心的类型与功能 * 呼叫中心技术 * 呼叫中心管理 * 呼叫中心与职业发展 **课程形式：** 课程包含一小时以上的视频内容，以一对一授课形式为主，适合所有水平的学员。 **学习目标：** * 理解呼叫中心存在的意义及在组织中的作用。 * 掌握呼叫中心的术语、技术和流程。 * 学会如何利用呼叫中心平台提升职业竞争力。 * 能够为客户提供更优质的服务（作为管理者）。 * 对呼叫中心的起源和当前的角色有基本认识。 **先决条件：** 需要具备英语语言理解能力。 **目标受众：** * 正在呼叫中心工作的人员。 * 对呼叫中心感兴趣的人员。 * 对客户服务或电话销售感兴趣的人员。 **课程产出：** 完成课程后，学员将不再对呼叫中心感到陌生，并能享受学习如何在呼叫中心表现出色的过程。他们将对呼叫中心的运作有根本性的理解，并知道如何为自己的职业生涯发掘其潜力。
Course Description58% of Customers stop doing business with companies simply because of a bad interaction with a call center according to Harris Interactive. 78% of customers abandon a sale because of bad experience with a call center. The Contact Center industry is $300B+ and growing and is increasingly becoming the epicenter of most organization. Success at most organizations hinge on how well the contact or call center operates.Simply put the call center is the most important group at most organizations today. As it has responsibility for customer relationships and often a significant part of sales as well. My goal is to help demystify the call center so you can be better either as an employee or a leader in the call center.Learn and Master the Essentials of the Call CenterHistory of the Call CenterEvolution of the Call CenterTypes and functions of the Call CenterCall Center TechnologyManagement within the Call CenterCall Center and Your CareerContents & OverviewThis course has over an hour of Content with most of it being one on one video content. It is designed for anyone regardless of skill.In this course You will learn why call centers exist, the role it plays in most organization, it's terminology, technology and processes. Last but not least you will learn how to leverage the call center for your career.What are the Requirements?An understanding of the English LanguageWhat am I getting?Over an hour of contentBy the end of this course the call center will cease to be a mystery, you will enjoy learning how to excel in a call centerYou will provide better service to your customers as a managerYou will have a fundamental understanding of how this whole call center thing started, the role it plays todayLastly, you will have a clear understanding of how to capitalize on it's potential for your career.Who is the target audience?If you already work in a call center this course is for youIf you are interested in call centers this course is for youIf you are interested in Customer Service or Telesales this course is for you
