The Contact Center and the Technical Support Agent

Overview/Description
 In the last few years, organizations have realized that it is easier to generate revenue from an existing customer base than to find new customers. Retaining customers has become paramount, and technical support has become a valuable resource. Driven by Customer Relationship Management (CRM) principles, this course explains how the role of the technical support agent (TSA) has changed as businesses realize the importance of CRM strategies to their survival. The first lesson examines the characteristics of the modern contact center as a customer-centric model. The second lesson explains how the customer-centric focus affects the TSA's role in the contact center and examines the TSA profession. The third lesson discusses the attributes and skills a TSA needs for success in the modern contact center.

Target Audience
 Technical support agents seeking to acquire new skills or improve the skills they already possess so that they are more in line with the function of the modern contact center

Expected Duration
4.5 hours

Lesson Objectives:

The Modern Contact Center

  • recognize how CRM strategies benefit the modern contact center and the TSA.
  • identify characteristics of the modern contact center.
  • select examples of the three qualities of customer-centricity.

    • The Developing Role of the Technical Support Agent (TSA)

  • recognize the value of understanding the role of the TSA.
  • match examples of contact center tasks to the technical support employees that perform them.
  • analyze a technical support scenario and select the appropriate personnel.
  • match the specific TSA role to dialog examples in a contact center situation.
  • match the TSA perception to the group that holds it.
  • apply the ethical standards of the TSA to situational examples of technical support calls.

    • Determining Technical Support Skills and Attributes

  • recognize how basic technical support attributes and skills benefit the organization and the TSA.
  • identify examples of helpful TSA attributes.
  • select examples of TSA technical skills.
  • apply the appropriate technical skill to a contact center situation.
  • match non-technical skill to the example that demonstrates it.
  • apply the appropriate non-technical skill to a contact center situation.

    • Course Number: CUST0161