eLearning: Zendesk Talk for Agents

eLearning: Zendesk Talk for Agents

About this course

New to Zendesk Talk? Zendesk Talk for Agents is the right place to start. This course will teach customer service agents how to use Talk to improve the customer experience via live phone conversations and SMS/MMS. Specifically, we'll teach you how to receive and transfer calls, make outbound calls, and return customers' calls when they've requested a callback, among other things.

Duration: 

  • The time to complete this course is approximately 30-40 min. 
  • Your purchase and access to the course will be valid for 30 days after your date of purchase.

Level: Introductory

Format: eLearning (self-paced)

Prerequisites

None

What You'll Learn

By the end of this course, you'll be able to:             

  • Explain How Zendesk Talk Works
  • Place Calls
  • Return a Call Request
  • Use Zendesk Talk Tools such as On hold, Mute and Transfer

What is eLearning?

eLearning courses allow the learner to move through the course at his/her own pace. These courses are not taught by a live instructor, and instead, guide the learner through a series of lessons that include exercises and knowledge checks. Learners will access the e-learning course directly from this site after registration. Your purchase and access to this course will be valid for 30 days after your date of purchase.

If you're looking for more interactivity in your learning, we suggest you take a look at:

 

Curriculum

  • About this Course
  • Introduction
  • Explain How Zendesk Talk Works
  • The Call/Text Lifecycle
  • Place and Receive Calls
  • Prepare to Take Calls
  • Simulation: Prepare to Take Calls
  • Receiving an Incoming Call
  • Simulation: Receiving an Incoming Call
  • Return a Callback Request
  • Make an Outbound Call
  • Simulation: Make an Outbound Call
  • Make a Call From an Existing Ticket
  • Use Zendesk Talk Tools
  • Put a Call on Hold or Mute
  • Transfer a Call
  • Simulation: Transfer a Call
  • Final Simulation Test
  • Final Simulation: Zendesk Talk for Agents
  • Post-Session Survey
  • Post-Session Survey

About this course

New to Zendesk Talk? Zendesk Talk for Agents is the right place to start. This course will teach customer service agents how to use Talk to improve the customer experience via live phone conversations and SMS/MMS. Specifically, we'll teach you how to receive and transfer calls, make outbound calls, and return customers' calls when they've requested a callback, among other things.

Duration: 

  • The time to complete this course is approximately 30-40 min. 
  • Your purchase and access to the course will be valid for 30 days after your date of purchase.

Level: Introductory

Format: eLearning (self-paced)

Prerequisites

None

What You'll Learn

By the end of this course, you'll be able to:             

  • Explain How Zendesk Talk Works
  • Place Calls
  • Return a Call Request
  • Use Zendesk Talk Tools such as On hold, Mute and Transfer

What is eLearning?

eLearning courses allow the learner to move through the course at his/her own pace. These courses are not taught by a live instructor, and instead, guide the learner through a series of lessons that include exercises and knowledge checks. Learners will access the e-learning course directly from this site after registration. Your purchase and access to this course will be valid for 30 days after your date of purchase.

If you're looking for more interactivity in your learning, we suggest you take a look at:

 

Curriculum

  • About this Course
  • Introduction
  • Explain How Zendesk Talk Works
  • The Call/Text Lifecycle
  • Place and Receive Calls
  • Prepare to Take Calls
  • Simulation: Prepare to Take Calls
  • Receiving an Incoming Call
  • Simulation: Receiving an Incoming Call
  • Return a Callback Request
  • Make an Outbound Call
  • Simulation: Make an Outbound Call
  • Make a Call From an Existing Ticket
  • Use Zendesk Talk Tools
  • Put a Call on Hold or Mute
  • Transfer a Call
  • Simulation: Transfer a Call
  • Final Simulation Test
  • Final Simulation: Zendesk Talk for Agents
  • Post-Session Survey
  • Post-Session Survey