Undergraduate Certificate in Operations Improvement for Contact Centre
-- ViewingNowThe Undergraduate Certificate in Operations Improvement for Contact Centres is a compact, industry-focused course designed to enhance operational efficiency and customer experience in contact center environments. This certificate course addresses the growing industry demand for professionals equipped with the latest skills to optimize contact center operations.
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โข Introduction to Contact Center Operations: Understanding the basics of contact center operations, including the role of technology, customer service, and performance metrics.
โข Quality Management in Contact Centers: Techniques for monitoring and improving the quality of customer interactions, including call monitoring, evaluation, and coaching.
โข Workforce Management for Contact Centers: Strategies for optimizing staffing levels and schedules to meet customer demand, including forecasting, scheduling, and intraday management.
โข Process Improvement in Contact Centers: Methods for analyzing and improving contact center processes, including Lean, Six Sigma, and business process reengineering.
โข Customer Experience Management in Contact Centers: Techniques for measuring and improving the customer experience, including customer journey mapping, voice of the customer programs, and customer feedback analysis.
โข Data Analysis for Contact Center Improvement: Tools and techniques for analyzing contact center data to identify trends, patterns, and opportunities for improvement, including data visualization, statistical analysis, and hypothesis testing.
โข Technology for Contact Center Operations: Overview of the technology used in contact centers, including automatic call distribution, interactive voice response, and workforce management systems.
โข Regulatory Compliance in Contact Centers: Understanding of the legal and regulatory requirements for contact center operations, including data privacy, financial services regulations, and telemarketing rules.
โข Project Management for Contact Center Improvement: Techniques for planning, executing, and monitoring contact center improvement projects, including project scope, schedule, and risk management.
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