Team Management: Contact Center Management 101

Write your awesome label here.
Course features
  • Category: Customer Service
  • Course Length: 7 minutes
  • Series: Team Management
  • Video Length: 5.25 minutes
  • Author: The URL dr
  • Resources: Checklist of Contact Center Benefits
Course overview
In this micro course, you’ll learn the basics of contact center management, first looking at what a contact center is and how it adds value to an organization. Then, we’ll dive into your role in managing a contact center and how you can support your team. 
Empty space, drag to resize
Course Learning Objectives
  • Define what a contact center is
  • Examine how a contact center adds value
  • Examine your role in managing a contact center
  • Identify 3 ways to support your contact center team
Empty space, drag to resize
Certification included
Downloadable certificate upon completion.

Call centers in the 21st century

"Introduction to Contact Center Management" teaches managers and supervisors the basics of setting up shop in a "contact center." While phone communication once reigned supreme in customer service, offering customers only one communication option is no longer enough. Today, customers assume various channels will be available to them, from social media and text messaging to live chat. This course will show how to service your customers through a variety of mediums and channels.
What We Offer

What's included in this online course?


Professional video is included with every course, discussing main topics and recapping key learning points.

Knowledge Checks

Check your retention of material and concepts with fun knowledge checks in the form of quizzes and games.

Engaging Material

Interactive elements, scenarios, and knowledge checks make learning entertaining and boost comprehension. 

Business Soft Skills

Critical knowledge to increase your value to your employer. Study at your own pace, at home or on the go.

Additional Resources

A list of additional resources is included with each course, directing students to extra material for further study.

Summary / Checklist

Each course comes with a summary of the key areas taught, in addition to a checklist for immediate implementation of ideas.
Test drive a course

Try one of our courses for Free!

Get a first hand look at how KnowledgeBANK courses can teach you business and life skills
Boost your confidence, master the field, and increase your value in the marketplace
Write your awesome label here.

Skills you'll learn in this course

Customer Service

Business Operations


Kim Merritt

Kim Merritt, The URL dr, has been teaching and training the business community for over thirty years. Her company's line of business soft skill micro courses are a quick and effective way to master a new competency in fifteen minutes or less. 
Patrick Jones - Course author