The Contact Center and the Technical Support Agent
by Skillsoft - Business
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 TSAs 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.