Details
The Contact Centre agents’ competencies have always been evolving and in the latest iteration of skills evolution, it has morphed from voice and email to a more written customer interaction role With this evolution of the Contact Centre agent, competency requirements have shifted and can be divided into different areas Cognitive ability and Customer Service Delivery are the top competencies with Social Intelligence and ICT Knowledge and Skills wrapping up the other competencies in the AI/digital driven age.
Technology has established itself as the communications channel of choice for customers and clients They are using more of social media such as Twitter, Facebook, LinkedIn, etc to reach out to organizations for support and product information through Web Chat This program is designed to equip the front liners of correspondence and Social Media teams to respond to messages coming through social media channels and emails with a higher level of professionalism and CX.
Designed for individuals who are already comfortable in writing, this practical program delves into developing the What’s and How’s of a Contact Centre for the Digital Edge The ultimate objective of this certification program is to elevate knowledge and skills to increase productivity, efficiency and stellar CX delivery.
Workshop Learning Objectives
- To develop the required thinking modes in the digital age
- To inject service orientation in interactions
- To understand the difference in writing styles between emails, social media correspondence and chats
- To understand the brand character the writer is representing
- To develop specific nuances that exhibit the brand character
- To learn how to develop an Interaction Action Matrix for reference on actions for various queries and situations
- Email and social media response processes
- Best in class service measurement reference
- Managing of challenging situations and individuals in Social Media and Emails
- Preparation for social media crisis management
- Managing of social media crisis situations
Outline
Speaker/s
Co-Founder of ATCEN, Customer Experience Architect, Contact Centre Mentor, Human Performance Enthusiast
Special Offer
Fees inclusive of SST and 100% HRDC Claimable!
Schedules
ATCEN aspires to be Asia’s People and Capacity Development Partner. We believe all individuals can contribute to the betterment of self, the organization and the community. Having played an active role in developing high performance in the human capital of large, medium and small organizations in the Asia Pacific Region, we continue to strive to deliver measurable change in our services.
Established since 2003, we have garnered extensive experience in delivering business training, business events and capacity building engagements for professionals and businesses worldwide.
In our customers’ eyes, ATCEN represents Accountable, Partnering, Integrity and Customer Centric. The ATCEN Team delivers exceptional quality services by empowering our people to fulfil our purpose and mission to develop people and build sustainable capabilities in organizations.
ATCEN’s Affiliations and Partners:
- Pembangunan Sumber Manusia Berhad (PSMB/ HRDF): ATCEN is a Class “A” training provider for PSMB (HRDF) and a 5 Star Rated Training Provider.
- Ministry of Finance: Registered for training, course/seminar and education management.
- Western Kentucky University (WKU, USA): ATCEN is a WKU Asia partner, offering their certification programs for the Asian community. ...
