CCS 10 Quiz - Communication

pertains to conveying messages by exchanging thoughts or information through speech, visuals, signals, writing, or behavior. In the Contact Center Services industry, This is an essential aspect of delivering quality services to customers

exchange of information and thoughts through speech, such as presentations, conversations, and meetings.

- printed messages such as letters, memos, proposals, reports, training manuals, and operating policies.

Non-verbal communication - sending and receiving wordless (mostly visual) cues like actions, body language, facial expressions, eye contact, and posture to deliver a message.

uses digital technologies and the internet to carry messages between senders and recipients, including email, chat, and social networking sites.

provide feedback and mentorship to agents through one-one-sessions or team huddles.

They engage in conversations about their work and aim to develop their knowledge and skills together.

Through telephone conversations, agents provide customer service in the form of answering queries, processing orders, or updating information.

shows communication as a two-way process. The sender and receiver switch positions and both generate meaning by sending and receiving feedback.

Elements of Communication: is a person who initiates or begins communication. He encodes the message and chooses the channel through which the message will be sent.