Contact Center Fundamentals

Instructor: WFM eLearningLanguage: English

About the course


This course covers details about Contact Centers, types, call flow, Service goals and structure. We also cover the importance of Workforce Management in a contact center


  • What is a Contact center?
  • Contact center types and contact flow.
  • Understanding Queue and  customer wait time
  • Understanding service goals.
  • Contact Centers general structure.
  • The role of Workforce Management team in a Contact center



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