Communications

This is an online course taught via the Blackboard learning tool designed for technical service agents who reside in a call center environment. The course content looks at best practices to promote the value of superior communication skills and the critical role that communication plays in customer care. A great deal of emphasis is placed on the definition of what communication is in a call center environment. There is a specific focus on organizing information. The course introduces the concepts of verbal problem solving and information analysis as a means of mastering the art of professional telephone communication. The apprentice is also exposed to effective listening methods to diagnose customer needs and strategies to deal with communicating technical information to customers who have difficulty understanding technical language and procedures.