Customer Experience & Service Excellence Remote
Contact Center Excellence Certificate
Customer experience and service-quality training for contact center teams and supervisors.
Overview
Covers service standards, complaint handling, quality monitoring, and coaching techniques for contact center supervisors and senior agents.
Learning Objectives
- Apply consistent service quality standards on every call
- De-escalate difficult customer interactions
- Coach agents using structured quality monitoring
- Track and improve key contact center metrics
Curriculum & Modules
- Tone, empathy, and consistency
- Call opening and closing standards
- De-escalation techniques
- Complaint handling frameworks
- Call scoring and calibration
- Coaching conversations
Who It's For
Contact center supervisors
Customer experience leads