Your skills
Your skills.
The skills you use every shift are used in technical roles too.
A common belief
"The technical side is only for IT people."
What is true
Contact centre technology is a small, specialist corner of IT. It is about how customers move through a service: queues, routing, menus, staffing, scripts and waiting times. It is about servers too, but agents live the first part every day.
The match
What you do now, and where it is used
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What you do now
Know why customers get stuck or call back
Where it is used in a technical role
Designing call routing and phone menus that work
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What you do now
Juggle several systems on one call
Where it is used in a technical role
Improving agent desktops; configuring screen pop-ups
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What you do now
Know which queues get busy and when
Where it is used in a technical role
Staffing forecasts, reporting, real-time monitoring
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What you do now
Follow scripts and spot where they fail
Where it is used in a technical role
Building call flows, chat flows and AI assistants
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What you do now
Calm angry or vulnerable customers
Where it is used in a technical role
Requirements gathering, user testing, training colleagues
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What you do now
Explain things simply
Where it is used in a technical role
Support analyst, trainer, go-live support
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What you do now
Know payment and data-protection rules from the front line
Where it is used in a technical role
Configuring secure payments and call recording rules
Industry certifications
By the end, you can sign up for industry certifications
The course takes you to the point where you can go on and study for the certifications employers ask for. The exams are not included.
Each of the big providers runs its own certification. A certification proves you can use that provider's product.
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Amazon
Amazon Connect, from AWS, a cloud contact centre.
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Microsoft
Microsoft Teams Phone and the Microsoft 365 communications certifications.
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Cisco
Phone and collaboration systems, including the CCNP Collaboration certification.
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8x8
Cloud phone and contact centre systems.
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Genesys
Genesys Cloud CX, a widely used cloud contact centre platform.
A rounded background, not one product
This course gives you the full picture of how the latest contact centre technology works in the real world, and you get access to real industry applications of that knowledge.
What certifications alone cannot give you
Each certification is tied to a single provider. It does not teach how the pieces fit together across providers. The course does, so you can choose the right certification and use it well.
See the platforms and certifications. The course cannot promise a job.
Easier than it used to be
You do not need in-depth IT knowledge to start
Set up in a browser
Modern contact centre systems run in the cloud. You set them up on screens, mostly by dragging and dropping.
No hardware
There are no racks of equipment to look after, and nothing assumes in-depth knowledge about IT.
Plain-English help
Words like RoutingDeciding which person or team a call or chat goes to, for example the person with the right skills who has waited longest. Jargon buster or Customer record system (CRM)The system that keeps each customer's details and history, so you can see who you are talking to. CRM stands for customer relationship management. Jargon buster sound hard. They are not. The jargon buster explains them.
After the call