Syfuzzaman Lavlu ✔ Verified

Learning Objectives

Master Core CS & CX Concepts: Understand contact center operations, customer experience standards, and operational workflows. Enhance Communication Etiquette: Master voice control, active listening, structured call flows, and clear written communication across channels (Email, Chat, WhatsApp). Handle Challenging Interactions: Acquire empathy-driven de-escalation techniques to manage difficult, angry, or complex customer situations professionally. Leverage Modern Tools & AI: Gain practical familiarity with CRM platforms, performance dashboards, Office tools, and AI assistants (e.g., ChatGPT, Gemini) for productivity. Understand Metrics & QA: Familiarize participants with key contact center performance metrics (AHT, CSAT, NPS, FRT) and quality standards.

Training Plan / Agenda

The training program combines theoretical concepts with interactive, hands-on practice, structured across three core phases. It begins with a foundation in contact center ecosystem standards, voice control, active listening, and complete call-flow handling from professional openings to structured escalations. Participants then progress to advanced interaction management—learning empathy-driven conflict resolution, written etiquette for email, chat, and WhatsApp support, and practical application of CRM systems, dashboards, and AI productivity tools like ChatGPT and Gemini. Finally, the program covers operational metrics (AHT, CSAT, NPS, FRT, QA scorecards), workplace ethics, data confidentiality, and career readiness, concluding with interactive mock calls and practical assessments.

Training Modules

Module 1: Industry Ecosystem, Service Fundamentals & CX Basics Module 2: Voice Excellence, Call Handling & Resolution Workflow Module 3: Active Listening, Need Discovery & Problem Solving Module 4: Empathy, Emotional Intelligence & Handling Difficult Customers Module 5: Omnichannel Written Communication & Digital Etiquette Module 6: Contact Center Systems, CRM & AI Tools Module 7: Contact Center Terminology, Metrics & QA/KPI Standards Module 8: Workplace Ethics, Professionalism & Career Readiness

Learning Objectives

Establish QA Frameworks: Build and standardize Quality Assurance scorecards and evaluation parameters aligned with customer experience (CX) goals. Conduct Multichannel Auditing: Master the process of monitoring and evaluating voice calls, emails, live chats, and messaging support (WhatsApp) for etiquette, accuracy, and compliance. Master Metrics & Root Cause Analysis: Analyze key performance indicators (AHT, CSAT, NPS, FRT, FCR) and translate quality data into actionable operational insights. Deliver Effective Coaching: Utilize structured feedback models to conduct constructive coaching sessions, manage agent performance, and bridge skill gaps. Leverage Tech & AI in QA: Integrate CRM tools, reporting dashboards, and AI capabilities (ChatGPT/Gemini) for automated summaries, sentiment analysis, and trend reporting.

Training Plan / Agenda

The course begins with the fundamentals of contact center quality management, exploring the QA lifecycle, customer experience (CX) alignment, and the design of standardized evaluation scorecards for call flows, active listening, written communication, and escalation handling. Participants then transition into practical auditing and data analysis, learning calibrated monitoring techniques across voice and non-voice channels (email, live chat, WhatsApp), identifying non-compliance, and utilizing CRM dashboards and AI tools (ChatGPT/Gemini) for speech and sentiment analysis. Finally, the program focuses on coaching, continuous improvement, and operational metrics—teaching strategies to analyze key performance indicators (AHT, CSAT, NPS, FRT, QA scores), deliver constructive one-on-one coaching feedback, manage difficult agent interactions, and implement data-driven training plans.

Training Modules

Module 1: Foundations of Contact Center Quality Assurance (QA) Module 2: QA Scorecard Design & Evaluation Criteria Module 3: Audit Execution & Multichannel Monitoring Module 4: Performance Analytics, Metrics & Dashboard Reporting Module 5: Feedback Delivery & Structured Agent Coaching Module 6: Leverage Technology, Office Tools & AI in QA Module 7: Bridging QA and Training & Development (T&D) Module 8: Professionalism, QA Ethics & Leadership Readiness

Learning Objectives

Understand Key Contact Center Metrics: Master core KPIs and business terminology including AHT, CSAT, NPS, FRT, FCR, QA scorecards, and shrinkage. Master Data Sheet & Spreadsheet Management: Gain hands-on proficiency in Microsoft Excel and Google Sheets for data cleaning, reporting, and record keeping. Build & Interpret Performance Dashboards: Learn to read, analyze, and build intuitive dashboards to track team and individual agent performance. Leverage CRM & System Reports: Extract and process report data directly from CRM systems and contact center platforms. Integrate AI for Rapid Insights: Utilize AI tools (ChatGPT/Gemini) to summarize complex data sets, write formula logic, and draft clear management notes.

Training Plan / Agenda

The training program balances analytical theory with hands-on computer practice, structured across three core phases. The program opens with an introduction to contact center metrics and data foundations, covering key terminology (AHT, CSAT, NPS, FRT, FCR), reporting structures, and data hygiene practices using Microsoft Office tools (Excel/Word/PowerPoint). Participants then advance to dashboard navigation and spreadsheet management, learning to clean raw data, configure tracking sheets, extract reports from CRM platforms, and interpret real-time performance metrics. Finally, the course focuses on advanced analytics and AI integration—teaching learners how to leverage AI tools (ChatGPT/Gemini) for automated data summarization, error-checking, writing spreadsheet formulas, and presenting executive-level performance reports and action plans.

Training Modules

Module 1: Foundations of Contact Center Data & Key Metrics Module 2: Spreadsheet Mastery for Record Keeping & Data Management Module 3: CRM Data Extraction & Contact Center Tools Module 4: Dashboard Construction, Visualization & Trend Analysis Module 5: Leveraging AI Tools for Data Analysis & Summarization Module 6: Reporting Processes & Executive Presentation