| Session | Module | Domain | Description | E-Learning | Assessment | Handouts |
| 2 | Multi Channel Customer interaction fundamentals | MCCI | Ice Breaker session – Row a Boat (Activity to introduce participants and their interests) | VIEW | ATTEMPT | DOWNLOAD |
| Introduction to the different channels of customer interaction | ||||||
| The evolving landscape of multi channel customer interaction | ||||||
| Inter-linkages between the various channels and when to utilize what channel for customer interaction | ||||||
| Best practices of interacting with customers – what do they really look for in a good customer service executive | ||||||
| Classroom activity on mock customer multi channel interaction |