Graduate Certificate in Call Centre Performance
-- ViewingNowThe Graduate Certificate in Call Centre Performance is a vital course designed to enhance the skills of professionals in the call center industry. This certificate program focuses on essential areas such as call center management, customer relationship management, and performance improvement strategies.
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โข Call Centre Operations Management: Understanding the fundamentals of call centre operations, including workforce management, quality assurance, and technology platforms.
โข Customer Relationship Management (CRM) Systems: Learning to use CRM systems to manage customer interactions, track customer data, and analyze customer behavior.
โข Performance Metrics and Analytics: Measuring and analyzing call centre performance using key metrics such as average handle time, first call resolution, and customer satisfaction.
โข Workforce Optimization: Strategies for optimizing workforce performance, including scheduling, training, and coaching.
โข Quality Assurance and Compliance: Ensuring call centre compliance with regulations and quality standards, including data privacy and security.
โข Customer Experience Design: Designing call centre processes and interactions to improve the customer experience, including journey mapping and voice of the customer programs.
โข Change Management and Innovation: Leading change and innovation in the call centre, including implementing new technologies and processes.
โข Stakeholder Management: Building relationships with key stakeholders, including customers, employees, and senior leaders, to drive call centre success.
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