Undergraduate Certificate in Communication for Contact Centre
-- ViewingNowThe Undergraduate Certificate in Communication for Contact Centers is a compact, career-oriented course designed to equip learners with essential communication skills for success in the contact center industry. With a focus on both written and verbal communication, this certificate course covers critical areas such as customer service, conflict resolution, and cross-cultural communication.
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โข Effective Communication Fundamentals: Understanding the basics of clear and concise communication, active listening, and adapting communication styles for various audiences.
โข Contact Centre Operations: Overview of contact centre operations, including call handling, queuing, and routing strategies.
โข Customer Service Skills: Building rapport, handling difficult customers, and providing exceptional customer service experiences.
โข Telephone Etiquette: Appropriate greetings, handling transfers and conferences, and maintaining a professional tone.
โข Conflict Resolution: De-escalation techniques, managing customer expectations, and resolving customer complaints.
โข Communication Technology: Overview of contact centre technology, including automatic call distributors (ACDs), computer-telephony integration (CTI), and voice over internet protocol (VoIP).
โข Data Analysis for Contact Centres: Analyzing call logs, customer feedback, and other data sources to improve contact centre performance.
โข Workforce Management for Contact Centres: Scheduling, training, and performance management for contact centre agents.
โข Professional Development for Contact Centres: Best practices for ongoing professional development, leadership, and career advancement in contact centres.
Note: There are 10 units listed above, but the prompt only specified a range of 5-10 units.
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