Do you work in a contact center? This course introduces contact center and service desk employees to skills and knowledge essential for success. It is designed to help you and your team understand the unique environment you are part of, deliver effective service, and cultivate a positive brand image. Key topics include customer expectations, culture, workload, service level, quality, schedules, performance metrics, accountability, ethics, and teamwork. The course reinforces the power of one (the impact of each person) and celebrates the opportunity to represent the organization to dozens or even hundreds of customers every week. Instructor Brad Cleveland also provides tips for handling tough customers, building a customer-focused culture, and enjoying your job.

• Introduction
• 1. The Contact Center Environment
• 2. Boosting Effectiveness
• 3. Traits of Professionalism
• Looking Ahead

Brad Cleveland. Customer strategy, management, and omnichannel services expert.

Brad has worked in 45 states and over 60 countries, and his clients have included Apple, American Express, USAA, and others. He has worked with governments in the United States, Australia, Germany, Canada, and the United Kingdom. Brad received an Amazon.com best-selling award for eight books. His books and articles have been translated into over a dozen languages, and he has appeared in media such as the Wall Street Journal and the New York Times. He was nominated for a prestigious award for his work in customer service. Brad received the inaugural Lifetime Achievement Award from ICMI. Brad grew the firm into a global industry leader that is now part of United Business Media. He is a consultant, writer, and speaker. Brad and his family live in Sun Valley, Idaho. He is a private pilot, enjoys skiing and mountain biking, and has traveled five million miles.