Professional Certificate in Contact Centre Team Leading
-- ViewingNowThe Professional Certificate in Contact Centre Team Leading is a vital course designed to empower learners with essential skills for managing and leading contact center teams. This certificate course highlights the importance of team leading in a contact center environment, emphasizing effective communication, problem-solving, and coaching techniques.
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โข Team Leadership in a Contact Centre: Understanding the role of a team leader in a contact centre, effective communication, leadership styles, and team motivation.
โข Contact Centre Operations Management: Overview of contact centre operations, performance management, quality assurance, and workforce management.
โข Customer Service Management: Strategies for delivering exceptional customer service, managing customer complaints, and implementing customer feedback.
โข Call Centre Technologies: Overview of contact centre technologies, including automatic call distribution (ACD), interactive voice response (IVR), and call recording.
โข Performance Metrics and Reporting: Understanding key performance indicators (KPIs) in a contact centre, performance measurement, and reporting.
โข Workforce Planning and Scheduling: Strategies for effective workforce planning, scheduling, and forecasting.
โข Project Management for Contact Centre Team Leaders: Fundamentals of project management, project planning, execution, and monitoring.
โข Risk Management in a Contact Centre: Understanding risks in a contact centre, risk assessment, and mitigation strategies.
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