Undergraduate Certificate in Performance Metrics for Contact Centres
-- ViewingNowThe Undergraduate Certificate in Performance Metrics for Contact Centers is a crucial course designed to equip learners with the necessary skills to excel in the customer service industry. This program focuses on the key performance indicators (KPIs) that drive contact center success, teaching students how to measure, analyze, and improve these metrics for optimal performance.
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โข Understanding Contact Centre Metrics
โข Key Performance Indicators (KPIs) in Contact Centres
โข Service Level and Response Time Metrics
โข Quality Assurance and Customer Satisfaction in Performance Metrics
โข Call Abandonment Rate and Its Impact on Contact Centre Performance
โข First Contact Resolution: A Crucial Performance Metric
โข Forecasting and Scheduling in Contact Centres
โข Using Data Analytics for Contact Centre Performance Improvement
โข Employee Engagement and Its Relationship with Contact Centre Performance
โข Continuous Improvement Strategies for Contact Centre Metrics
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