Canadian Credit Union Association

Contact Centre Representatives

Cusource Education recognizes the important role of Contact Centre Representatives. They are one of the first lines of communication for credit union members and they are expected to resolve issues for a wide variety of cases. Our training programs have been designed with credit union experts to address the current needs of Contact Centre Representatives and to help them excel and advance in their careers.

Contact Centre Skills

The Contact Centre Kick Start Program (CCKP) is designed to build new skills and expand on existing abilities to improve communications in five key areas:

  • Understanding the new paradigm of communication 
  • Digital communication
  • Emotional Intelligence/relationship building 
  • Handling complex calls and conflict 
  • Digital outbound contact tools 

Each of the modules are self-guided eLearning with exercises and role-plays to help your employees develop real-world skills they can start putting into practice immediately. 

Training  Roadmap

Explore the recommended courses and resources for the Contact Centre Representative role. 

Course Catalogue

Browse the Cusource employee catalogue for more courses related to member services and sales!