Graduate Certificate in Contact Centre Employees Performance Evaluation
-- ViewingNowThe Graduate Certificate in Contact Centre Employees Performance Evaluation is a specialized course designed to equip learners with the skills to assess and improve contact centre employee performance. This certificate course is crucial in today's business environment, where customer service plays a pivotal role in organizational success.
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Here are the essential units for a Graduate Certificate in Contact Centre Employees Performance Evaluation:
โข Performance Metrics: This unit covers the essential metrics used in evaluating contact centre employee performance, including first call resolution, average handle time, and customer satisfaction.
โข Quality Assurance Programs: This unit explores the design and implementation of quality assurance programs for contact centres, including the development of scorecards and evaluation criteria.
โข Data Analysis and Reporting: This unit covers the use of data analysis tools and techniques to evaluate contact centre employee performance, as well as the development of reports and visualizations to communicate results.
โข Employee Coaching and Development: This unit explores strategies for coaching and developing contact centre employees, including the use of feedback, training programs, and career development planning.
โข Workforce Management: This unit covers best practices for workforce management in contact centres, including scheduling, forecasting, and resource allocation.
โข Customer Experience Management: This unit explores the role of contact centre employees in delivering exceptional customer experiences, including strategies for managing customer interactions and measuring customer satisfaction.
โข Ethical and Legal Considerations: This unit covers ethical and legal considerations in contact centre employee performance evaluation, including privacy concerns, data security, and compliance with relevant regulations.
โข Capstone Project: This unit involves the application of knowledge and skills acquired throughout the certificate program to a real-world contact centre scenario, culminating in a comprehensive project report and presentation.
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