Undergraduate Certificate in Customer Relationship in Contact Centres
-- ViewingNowUndergraduate Certificate in Customer Relationship in Contact Centres: This certificate course emphasizes the importance of excellent customer relationship management in contact centers. With the increasing demand for efficient and effective customer interaction platforms, this course is essential for learners aiming to excel in the industry.
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โข Introduction to Contact Centers: Understanding the role and importance of contact centers in customer relationship management.
โข Customer Service Fundamentals: Building blocks of excellent customer service, including communication skills and problem-solving.
โข Customer Relationship Management (CRM) Systems: Overview and hands-on training in using CRM software to manage customer interactions.
โข Call Handling Techniques: Best practices for handling customer calls, including active listening and effective call control.
โข Escalation Management: Strategies for managing complex customer issues and knowing when and how to escalate them.
โข Quality Assurance in Contact Centers: Monitoring and improving the quality of customer interactions through feedback, coaching, and performance metrics.
โข Complaint Handling and Problem Resolution: Techniques for handling customer complaints, resolving issues, and maintaining customer satisfaction.
โข Contact Center Metrics and Analytics: Understanding and measuring contact center performance through key metrics and analytics.
โข Workforce Management in Contact Centers: Scheduling, staffing, and workload planning for optimal contact center performance.
โข Customer Experience (CX) Design: Designing and delivering a positive customer experience through journey mapping and CX strategy.
Note: The order and specific titles of the units may vary depending on the institution and program.
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