Undergraduate Certificate in Contact Centre Improvement Techniques
-- ViewingNowThe Undergraduate Certificate in Contact Centre Improvement Techniques is a comprehensive course designed to enhance the skills of customer service professionals. This certificate program emphasizes the importance of delivering exceptional customer experiences, a critical aspect of any business.
6,500+
Students enrolled
GBP £ 140
GBP £ 202
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โข Customer Service Fundamentals: Understanding the importance of customer service, effective communication skills, handling customer complaints and queries.
โข Contact Centre Technologies: Overview of contact centre software, hardware, and systems, including automatic call distribution (ACD), interactive voice response (IVR), and computer-telephony integration (CTI).
โข Quality Management in Contact Centres: Techniques for measuring and improving contact centre performance, including quality monitoring, call recording, and performance analytics.
โข Workforce Management: Strategies for scheduling and managing contact centre staff, including forecasting, intraday management, and adherence monitoring.
โข Customer Experience Design: Designing contact centre processes and interactions to improve customer satisfaction and loyalty, including journey mapping, customer feedback, and experience metrics.
โข Data-Driven Decision Making: Using data analytics and reporting to inform contact centre strategy and tactics, including data visualization and dashboard design.
โข Change Management and Continuous Improvement: Implementing change in the contact centre, including stakeholder management, resistance management, and continuous improvement methodologies.
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