Professional Certificate in Contact Centre Service Delivery
-- ViewingNowThe Professional Certificate in Contact Centre Service Delivery is a comprehensive course designed to empower learners with essential skills for success in the customer service industry. This certificate program emphasizes the importance of delivering exceptional customer experiences, a critical factor in today's competitive business landscape.
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โข Contact Centre Fundamentals: Understanding the contact centre industry, its role in customer service, and the key principles of effective contact centre service delivery.
โข Customer Service Skills: Developing essential communication and problem-solving skills to handle customer interactions effectively and professionally.
โข Call Centre TechnologiesExploring the various technologies used in contact centres, including automatic call distribution (ACD), interactive voice response (IVR), and workforce management (WFM) systems.
โข Quality Management in Contact Centres: Learning how to measure, monitor, and improve the quality of contact centre service delivery through performance metrics, call monitoring, and coaching.
โข Workforce Management: Understanding the principles of workforce management, including forecasting, scheduling, and intraday management.
โข Customer Experience Management: Developing strategies to enhance the customer experience, including customer journey mapping, personalization, and omnichannel engagement.
โข Contact Centre Metrics and Analytics: Learning how to measure and analyze contact centre performance, including key performance indicators (KPIs), service level agreements (SLAs), and customer satisfaction (CSAT) scores.
โข Compliance and Security in Contact Centres: Understanding the legal and regulatory requirements of contact centres, including data privacy, compliance, and security.
โข Change Management in Contact Centres: Developing strategies to manage change in the contact centre, including stakeholder engagement, communication, and implementation.
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