The Agent’s Impact on the Contact Center

Note-Taking Guide

Use this note-taking guide to create your personal record of the content covered in
this course. It provides a broad outline of the content with areas for you to fill in
details. It is yours to use as is most helpful for you. Pause the e-learning whenever you
need more time to update your notes.

What is the job of an agent?

 Adaptability  Documentation  Pleasant voice
 Attention to  Efficiency  Positive attitude
details
 Email  Problem analysis
 Attentiveness conventions
 Problem solving
 Building rapport  Empathy
 Process
 Calm under  Etiquette knowledge
pressure
 Flexibility  Product
 Chat conventions knowledge
 Friendliness
 Communication  Professionalism
skills  Gains trust
 Questioning
 Company  Goal-oriented
knowledge  Quick thinking
 Grace
 Computer literacy  Reading
 Judgment comprehension
 Confidence  Listening  Resilience
 Consistency  Multi-tasking  Respect for others
 Conversational  Negotiation  Sales
 Courteous  Organization  Self-control
 Creativity  Personalization  Sense of
 Critical thinking  Persuasiveness responsibility
 Diffuse anger  Phone  Sensitivity
conventions

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The Agent’s Impact on the Contact Center
Note-Taking Guide

 Service  Speaking  Teamwork

orientation
 Speed  Typing
 SMS conventions
 Stress tolerance  _______________
 Social media
 Systems  _______________
 Solution-oriented navigation
 _______________

Are contact centers a profession?

Do you need specialized knowledge to work in a contact center?  es 
Do you need specialized technology applications?  es 
Is there an entire unique vocabulary in contact centers?  es 
Are there industry publications (magazines, newsletters, blogs, etc.
—both online and in print) specific to contact centers?  es 
Is there formal training provided to work in a contact center?  es 
Are contact centers recognized as a market?  es 

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The Agent’s Impact on the Contact Center
Note-Taking Guide

The Three Areas of Impact

Impact #1: Do the ____________________ things

Impact #2: Use _______________ _______________ correctly

Impact #3: Follow your ______________________

Key Individual Performance Objectives

Doing the right things… ____________________

At the right times… ____________________

Adherence
Consists of two parts:

_________________________ (total time)

_________________________ (at the right times)

Four Things for Effective Adherence to Schedule

1.

2.

3.

4.

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The Agent’s Impact on the Contact Center
Note-Taking Guide

Quality

Monitoring Considerations

1.

2.

3.

4.

Five Categories of Measurements

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The Agent’s Impact on the Contact Center
Note-Taking Guide

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The Agent’s Impact on the Contact Center
Note-Taking Guide

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The Agent’s Impact on the Contact Center
Note-Taking Guide

You are a vital part of the team

“The way a team plays as a whole determines its success.
You may have the greatest bunch of individual stars in the
world but if they don’t play together, the club won’t be
worth a dime.”
-Babe Ruth

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