Working as a Team in a Contact Centre

This course will teach you how to work effectively in a team, whilst working at a Contact Centre in the 21st Century.

15 students enrolled

This course will teach you how to work effectively in a team, whilst working at a Contact Centre in the 21st Century.

The qualifying learner is capable of:

  • Communicating with all relevant stakeholders to enhance teamwork.
  • Reporting on team progress to appropriate authority and team.
  • Displaying tendencies to work with others as a member of a Contact Centre team.
  • Handling and resolving areas of conflict.
  • Communicating within a diverse environment – internal and external.
  • Interacting within a diverse environment both within a Contact Centre and to external customers.

Session 1 13874

1
Lesson 1: Introduction to Teamwork
8:19
2
Lesson 2: Clear and Concise Communication
4:14
3
Lesson 3: Listening to Views of other Team Members
7:00
4
Lesson 4: Giving Feedback
7:46
5
Lesson 5: Progress Reports
4:35
6
Lesson 6: Reporting Progress
7:06
7
Lesson 7: Tendencies for Teamwork
7:59
8
Lesson 8: Behaviours of a Team Member
5:20
9
Lesson 9: Consulting Team Members
11:04
10
Lesson 10: Conflict
4:36
11
Lesson 11: Resolving Conflict
6:12
12
Lesson 12: The Needs of a Team Member
4:00
13
Lesson 13: Facilitate to Resolve Conflict
3:40
14
Quiz 1: 13874
12 questions

Session 2 10354

1
Lesson 1: A Diverse Working Environment
3:31
2
Lesson 2: Communication
4:21
3
Lesson 3: Non-Verbal Communication
10:43
4
Lesson 4: Verbal and Non-Verbal Aspects
5:02
5
Lesson 5: Being Sensitive Towards Others
3:32
6
Lesson 6: Types of Diversity
4:06
7
Lesson 7: Prejudice
5:59
8
Lesson 8: Show Respect
4:12
9
Lesson 9: Manage Diverse Teams
6:32
10
Lesson 10: The Team Wheel
5:00
11
Lesson 11: Treating People Consistently
5:32
12
Quiz 2: 10354
8 questions

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Includes

1 hour
Full lifetime access
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