Catalog No. Description Credits
10-104-150 Contact Center Processes
10-104-151 Contact Center Technology
10-104-191 Customer Service
10-104-101 Selling Principles
10-104-150 Contact Center Processes...contact center careers, representative skills/abilities, equipment operation, call planning/training, managing the contact process, telephone/voice mail/e-mail etiquette, conflict resolution, stress/time management, performance measurement/support.
10-104-151 Contact Center Technology...evolution of contact center technologies, customer relationship management, basic operations layout, telephone network services, computer-telephone integration (CTI), operations reporting, quality monitoring, data analysis, process improvement management.
10-104-191 Customer Service...develop professional telephone etiquette, explore customer service work environments, identify and analyze customer service failures, resolve problems cost effectively, set complaint policies, and develop communication techniques to handle complaining customers.
10-104-101 Selling Principles...selling as a career; success factors in selling; personality development; product knowledge; and the sales process involving preparation, approach, presentation-demonstration, handling objections, and closing the sale successfully.
For more information, please contact: The Business & Information Technology Department,(920) 498-5435 or (800) 422-NWTC, extension 5435,or contact Enrollment Services at 888-385-NWTC.