Workshop Objectives This workshop aims to equip trainees with the basic technical and behavioral skills required by contact center employees, by providing practical and simplified content covering the following aspects:   Training Content   Networking Basics - Introduction to networks and their types (LAN, WAN, VPN) - Network components: router, switch - Basics of IP addresses, subnetting, and the DHCP protocol.
..Etc. - The importance of networks in the contact center environment   Fiber Optic Basics - The difference between optical and copper cables - Advantages of optical cables in connection speed and quality of service - How to deal with optical cable faults In the Workplace   Customer Care Skills - The art of active listening and understanding customer needs - How to manage difficult calls and objections - Using appropriate tone of voice and language - Practical applications in real-life scenarios     Practical Activities - Simulating real customer calls - Exercises on setting up the internal network for the call center - Analyzing and dealing with real-life network failures Holds a Bachelor’s degree in Communications or a related field Strong communication skills, both verbal and written.
Ability to work effectively in a team-oriented environment.
Basic computer skills and familiarity with Microsoft Office Suite.