Professional Certificate in Omni-Channel Call Centre Management

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The Professional Certificate in Omni-Channel Call Centre Management is a critical course designed to equip learners with essential skills for success in the modern call center industry. This certificate course emphasizes the importance of utilizing multiple channels for customer interaction, including voice, email, social media, and web chat.

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In today's fast-paced business world, there is high industry demand for professionals who can effectively manage and integrate these channels to provide a seamless customer experience. By completing this certificate program, learners will gain a deep understanding of the latest call center technologies, best practices for managing omni-channel environments, and strategies for improving customer satisfaction and loyalty. This course is an excellent opportunity for current call center professionals to advance their careers, as well as for those looking to enter the field. By developing the skills needed to succeed in this dynamic and growing industry, learners will be well-positioned to take on leadership roles and drive business success in the years to come.

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• Omni-Channel Call Centre Strategies
• Customer Experience Management in Omni-Channel Call Centres
• Technology and Software for Omni-Channel Call Centre Management
• Workforce Management and Optimization in Omni-Channel Call Centres
• Quality Assurance and Performance Monitoring in Omni-Channel Call Centres
• Data Analytics and Business Intelligence in Omni-Channel Call Centres
• Risk Management and Compliance in Omni-Channel Call Centres
• Change Management and Leadership in Omni-Channel Call Centre Management
• Vendor Management and Outsourcing in Omni-Channel Call Centres

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The Professional Certificate in Omni-Channel Call Centre Management equips learners with the knowledge and skills to manage various roles in a call centre. This program is increasingly relevant, with the UK call centre industry employing over 1 million professionals. Customer service representatives make up the largest portion of the call centre workforce (45%). Their role includes handling customer inquiries, resolving issues, and promoting products and services. Team leaders, accounting for 25% of the workforce, manage teams of customer service representatives. They monitor performance, provide coaching, and handle escalated customer issues. Quality assurance specialists (15%) ensure that call centre operations meet regulatory and quality standards. They assess customer interactions, identify areas for improvement, and recommend corrective actions. Trainers (10%) develop and deliver training programs for call centre staff. They ensure that employees have the skills and knowledge required to perform their roles effectively. Operations managers (5%) oversee call centre operations, including strategic planning, budgeting, and resource allocation. They ensure that the call centre meets performance targets and provides excellent customer service.

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ใ‚ตใƒณใƒ—ใƒซ่จผๆ˜Žๆ›ธใฎ่ƒŒๆ™ฏ
PROFESSIONAL CERTIFICATE IN OMNI-CHANNEL CALL CENTRE MANAGEMENT
ใซๆŽˆไธŽใ•ใ‚Œใพใ™
ๅญฆ็ฟ’่€…ๅ
ใงใƒ—ใƒญใ‚ฐใƒฉใƒ ใ‚’ๅฎŒไบ†ใ—ใŸไบบ
London School of International Business (LSIB)
ๆŽˆไธŽๆ—ฅ
05 May 2025
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