Active Curriculum

Contact Centre & CX
Excellence

Train world-class customer experience specialists.

Learner
Syllabus Overview

Structured learning journey.

1
44 Mins

Contact Centre Industry Overview

Module 1: Contact Centre Industry Overview provides a foundational understanding of how contact centres operate, including inbound and outbound services, omnichannel customer experience, career pathways, and key industry trends shaping the future of customer service.

Key Terminology

1Contact Centre: A centralized hub where customer interactions are managed across multiple communication channels such as phone, email, chat, and social media.
2Inbound Operations: Customer-initiated interactions where customers contact the organization for support, information, or assistance.
3Outbound Operations: Organization-initiated interactions where agents contact customers for sales, reminders, surveys, or follow-ups.
4Blended Contact Centre: A contact centre model where agents handle both inbound and outbound interactions depending on business needs.
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2
44 Mins

Customer Service Fundamentals

Module 2: Customer Service Fundamentals covers the key principles of effective customer service, including expectations, satisfaction, First Contact Resolution (FCR), SLAs, and Quality Assurance metrics used to measure and improve performance in contact centres.

Key Terminology

1Customer Expectations: What customers believe they will receive from a service interaction, shaped by past experiences, brand reputation, and industry standards.
2Customer Satisfaction (CSAT): A measure of how well a company’s service meets or exceeds customer expectations during an interaction.
3First Contact Resolution (FCR): The percentage of customer issues resolved during the first interaction without requiring follow-ups or escalations.
4Service Level Agreement (SLA): A formal standard that defines expected service performance levels such as response time, handling time, or resolution targets.
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3
45 Mins

Phone Communication Skills

Module 3: Phone Communication Skills covers the core techniques needed for effective and professional phone interactions, including greetings, tone, clarity, active listening, and managing hold time to improve customer experience.

Key Terminology

1Professional Greeting: The standard opening statement used at the start of a customer call that includes a welcome, identification, and offer of assistance.
2Professional Closing: The final statement used to end a customer call politely, confirm resolution, and leave a positive impression.
3Tone: The emotional quality of voice used during communication, which influences how the customer perceives the interaction.
4Pace: The speed at which an agent speaks during a call, which should be balanced for clarity and understanding.
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4
42 Mins

Email & Chat Support

Module 4: Email & Chat Support covers the fundamentals of professional written customer communication, including emails, live chat, templates, macros, and response time expectations to ensure clear, efficient, and consistent service.

Key Terminology

1Professional Written Communication: The use of clear, structured, and polite language in emails and chat messages to effectively assist customers while maintaining a professional tone.
2Email Templates: Pre-written email formats used to ensure consistent, accurate, and efficient responses to common customer inquiries.
3Macros: Short pre-written responses used in live chat systems to quickly address frequent questions while maintaining consistency.
4Live Chat Support: A real-time written communication channel that allows agents to assist customers instantly through messaging platforms.
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5
42 Mins

Social Media Customer Service

Module 5: Social Media Customer Service covers how to monitor and respond to customer interactions on social platforms, manage public complaints, use escalation processes, and apply social listening tools to support customers and protect brand reputation.

Key Terminology

1Brand Mentions: Online references to a company or brand, either directly (tagged) or indirectly (not tagged), that require monitoring and response.
2Social Media Customer Service: Providing customer support through public social media platforms where interactions are visible to other users.
3Public Complaint: A customer issue or negative comment posted publicly on social media that can impact brand reputation.
4Escalation: The process of forwarding a customer issue to a higher-level or specialized team for further investigation or resolution.
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6
43 Mins

CRM Tools (Zendesk, Salesforce)

Module 6: CRM Tools (Zendesk, Salesforce) covers how agents use CRM systems to manage customer tickets, track interaction history, navigate platforms, and use reporting tools to support efficient and effective customer service.

Key Terminology

1CRM (Customer Relationship Management): A system used to store customer information, manage interactions, and support customer service processes in one centralized platform.
2Ticket: A digital record of a customer issue or request that is tracked from creation to resolution within a CRM system.
3Ticket Status: The current stage of a customer ticket, such as open, in progress, pending, or resolved.
4Customer History: A record of all past interactions a customer has had with the company, including calls, emails, chats, and previous tickets.
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7
41 Mins

Multichannel Support

Module 7: Multichannel Support covers how customer service teams handle interactions across voice, email, chat, SMS, and social media while respecting customer channel preferences, ensuring smooth handoffs between channels, and using a unified customer view to provide consistent support.

Key Terminology

1Multichannel Support: A customer service approach that provides support across multiple communication channels such as voice, email, chat, SMS, and social media while maintaining consistency across all interactions.
2Channel Handoff: The process of transferring a customer interaction from one communication channel to another while maintaining context and continuity.
3Channel Preference: The customer’s preferred method of communication (e.g., phone, chat, email, or social media) used to improve convenience and satisfaction.
4Unified Customer View: A single, complete profile that combines all customer interactions from every channel into one accessible record.
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8
43 Mins

De-Escalation Techniques

Module 8: De-Escalation Techniques teaches how to recognize escalating customer situations, use empathy and validation to calm interactions, apply structured problem-solving, and escalate to a supervisor when needed to maintain control and achieve resolution.

Key Terminology

1Empathy: The ability to understand and acknowledge a customer’s feelings and emotional state, helping to reduce tension and build trust during difficult interactions.
2Validation: The act of recognizing and confirming that a customer’s concern is real, reasonable, and important, even if a solution is still being worked on.
3De-Escalation: The process of reducing customer frustration or anger and guiding the interaction toward a calm, solution-focused resolution.
4Escalation: The process of transferring a customer issue to a supervisor or higher-level support when it cannot be resolved at the current level.
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9
44 Mins

Handling Difficult Customers

Module 9: Handling Difficult Customers teaches how to identify and manage different types of challenging customers, stay calm under pressure, resolve complaints effectively, and ensure proper documentation and follow-up.

Key Terminology

1Difficult Customer: A customer who is frustrated, confused, angry, or demanding due to unresolved issues or unmet expectations.
2Angry Customer: A customer who shows strong emotional frustration, often expressed through raised tone, complaints, or repeated issues.
3Confused Customer: A customer who lacks understanding of the issue or instructions and requires clear, simple explanations.
4Demanding Customer: A customer who expects fast results or special treatment and may apply pressure for immediate resolution.
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10
44 Mins

Product Knowledge & Technical Support f

Module 10: Product Knowledge & Technical Support teaches how to quickly understand products, apply structured troubleshooting, use knowledge bases effectively, and differentiate between Tier 1 and Tier 2 support to improve resolution and service quality.

Key Terminology

1Product Knowledge: Understanding how a product or service works, including its features, functions, and customer use cases.
2Troubleshooting: A structured process used to identify, isolate, and resolve technical issues.
3Knowledge Base: A centralized system containing articles, guides, and solutions used to support consistent problem resolution.
4Self-Service: Tools and resources that allow customers to resolve issues independently without contacting support.
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11
45 Mins

Sales & Upselling

Module 11: Sales & Upselling teaches how to identify sales opportunities, apply cross-selling and upselling techniques, handle objections, and balance customer service with sales in a professional and customer-focused way.

Key Terminology

1Sales Opportunity: A moment in a customer interaction where a relevant product or service can add value to the customer.
2Upselling: Encouraging a customer to upgrade to a higher-tier or enhanced version of a product or service.
3Cross-Selling: Recommending additional related products or services that complement the customer’s current purchase or use.
4Objection Handling: The process of responding to customer concerns or resistance during a sales conversation in a professional way.
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12
41 Mins

Quality Assurance & Performance

Module 12: Quality Assurance & Performance explains how contact centres measure performance using call monitoring, KPIs, and AHT, and how supervisors use coaching and feedback to improve quality and consistency.

Key Terminology

1Quality Assurance (QA): A structured process used to evaluate and ensure consistent, high-quality customer interactions.
2Call Monitoring: The review of customer interactions to assess agent performance and adherence to standards.
3Call Scoring: A system that assigns scores to different parts of a customer interaction based on set criteria.
4Key Performance Indicators (KPIs): Measurable metrics used to evaluate agent and team performance.
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13
44 Mins

Workforce Management

Module 13: Workforce Management explains how contact centres schedule staff, forecast demand, monitor performance in real time, and manage breaks to ensure the right number of agents are available to meet customer needs efficiently.

Key Terminology

1Workforce Management (WFM): The process of planning, scheduling, and managing staff to meet customer demand efficiently.
2Scheduling: Assigning shifts to agents based on expected call volumes and business needs.
3Adherence: How closely agents follow their assigned schedules, including shifts, breaks, and availability.
4Forecasting: Predicting future customer contact volume using historical data and trends.
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14
43 Mins

AI & Automation in Contact Centres

Module 14: AI & Automation in Contact Centres explains how AI tools like chatbots, routing systems, sentiment analysis, and agent assist features improve efficiency and support agents while still keeping humans central to customer service.

Key Terminology

1Chatbot: An automated system that interacts with customers to handle simple and repetitive queries.
2Virtual Assistant: A more advanced AI tool that can understand context and provide more personalized customer support.
3AI-Powered Routing: A system that uses AI to direct customer interactions to the most suitable agent or department.
4Sentiment Analysis: The use of AI to detect and interpret customer emotions during interactions.
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15
45 Mins

Career Growth & Leadership

Module 15: Career Growth & Leadership explains how contact centre professionals can progress from agent roles into leadership positions by developing coaching, supervisory, and operational management skills, supported by industry certifications and continuous learning.

Key Terminology

1Career Pathway: The structured progression of roles from agent to leadership positions within a contact centre.
2Career Progression: The advancement of an employee through increasing levels of responsibility and leadership.
3Team Leadership: The ability to guide, support, and manage a group of agents to achieve performance goals.
4Supervisory Skills: Skills required to oversee team performance, manage operations, and support employee development.
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Professional Certification

Complete 15 modules to unlock your verified certificate.