Contact Centre & Multichannel Support Operations

What this subject covers

Lesson topics

1. What Is a Contact Centre? Structure and Purpose
2. Contact Centre Channels: Voice, Email, Chat, Social and Self-Service
3. The Inbound Contact Centre: Handling Incoming Demand
4. The Outbound Contact Centre: Proactive Contact and Its Rules
5. Workforce Management: Forecasting Contact Volume
6. Scheduling and Shift Planning in a Contact Centre
7. Service Level and Response Time Targets
8. Average Handle Time and Its Trade-offs
9. Call Routing and Skills-Based Routing
10. Interactive Voice Response (IVR) Systems: Design Principles
11. Self-Service and Deflection: When Automation Helps and When It Hurts
12. Chatbots and AI-Assisted Support: Capabilities and Limits
13. Quality Assurance and Call Monitoring
14. Coaching and Feedback for Contact Centre Agents
15. Agent Wellbeing and Managing Burnout
16. Handling Peak Demand and Seasonal Spikes
17. Escalation Paths and Tiered Support Structures
18. Knowledge Management: Keeping Agents Equipped to Answer
19. First Contact Resolution: Definition and Why It Matters
20. Blended Contact Centres: Combining Channels and Skills
21. Outsourced and Offshore Contact Centre Operations
22. Contact Centre Technology: Systems That Support Operations
23. Data Security and Confidentiality in Contact Centre Work
24. Contact Centre Metrics and Reporting
25. Building a Career in Contact Centre Operations