Welcome to the “Call Center Essentials” course intended to give call center representatives some tools to improve their interpersonal skills. This course, comprising of three lessons, goes over general tips for a better call experience, including how to improve tone and active listening, as well as how to de-escalate an upset caller. Learners will also see the discussed tips used in example scenarios, to help solidify understanding. After viewing this course, call center representatives will be better equipped to handle inbound and outbound calls.