Course Status:	Released	Courseware Features
Course Language:	English
Course Duration:	1 Hours
Deployment Options:	Online, Interactive CDs, Network,

Audience

Any professional wishing to learn about antitrust legislation and how to recognize and deal with situations that could breach antitrust laws

Prerequisites

Ability to use a keyboard and a mouse

Course Aim

To discuss the contact center in terms of the developing area of Customer Relationship Management.

Learning Objectives

After taking this learning object, the student should be able to discuss the role of contact centers in a CRM strategy. fter taking this learning object, the student should be able to discuss the basic premises of customer service.

Learning Events

Learning Path: Service Agent Skills Learning event 1 title: Defining contact-center CRM Learning objects LEARNING OBJECT TITLE: The role of contact centers in a CRM strategy LEARNING OBJECT TYPE: Lesson OBJECTIVE: After taking this learning object, the student should be able to discuss the role of contact centers in a CRM strategy. LEARNING OBJECT TITLE: Customer service LEARNING OBJECT TYPE: Lesson OBJECTIVE: After taking this learning object, the student should be able to discuss the basic premises of customer service.

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