Teamwork

This is an online course taught via the Blackboard learning tool designed for Customer Care Agents who reside in a call center environment. The course content looks at best practices, successful methodologies, and operational frameworks across a variety of organizations and industries to promote the value and necessity of teamwork and the critical role that teamwork plays in successfully achieving call centre goals and objectives. Emphasis is placed on the definition of teamwork, specifically in a call center. There is a specific focus on what successful teams must do in today's challenging business environment. Effective teamwork helps students to learn from one another, share what knowledge they know, share the glory of a job well done, facilitate solutions when things don't go as planned and builds self-esteem and confidence. The apprentice is also exposed to effective methods in diagnosing dysfunctional teamwork behaviour and strategies to overcome the same.