Skill Level Beginner
- Hi, my name is Brad Cleveland. Welcome to this course on working in a customer contact center. This is an exciting time in contact centers. Just think of all the ways you communicate with your smartphone when you're the customer, and you get a sense of why contact centers have become so important. Any organization needs the means, a unified way to interact with customers. Today's contact centers handle service, sales, support through phone, chat, text, email, social media, even video in some cases.
And they're a part of virtually every industry, finance, government, insurance, every other. In fact, even the space program has a highly specialized contact center. Our focus in this course is primarily on inbound contacts, meaning customers reach out to you. They reach out to the organization when they need help or information. They'll be happy when you greet them and grateful that you can be of assistance. Along the way, you're going to acquire skills that will help you build an awesome professional resume that can open many doors.
One quick housekeeping note, terminology for contact center employees differs. Title used include agents, representatives, associates, and others. I'll use the most common term, agent. When I say call or contact, that can refer to any kind of interaction, call, text, email, chat, any other that you're handling. So what will you learn in this course? Hopefully a lot. And if I had to sum it up in one sentence, you'll be introduced to the unique environment of contact centers and learn skills and knowledge essential to your role.
We'll look at the nature of contact center work, schedules, quality, culture, teamwork, and more. It can help a great deal to know what you're walking into everyday. And I also think you're going to enjoy your job even more. What good customer service means to you is probably pretty similar to what it means to your customers. In fact, before we head out on this journey, take a couple of minutes and jot down characteristics of great service, just those things that immediately come to mind as you would define them.
There's a worksheet in the exercise files that you can use for this. And then keep your list in mind as we go through the course. Contact centers are dynamic work environments, and we're going to see what that really means. So let's get started.