Postgraduate Certificate in Applied Learning for Contact Centre Leaders
-- ViewingNowThe Postgraduate Certificate in Applied Learning for Contact Centre Leaders is a comprehensive course designed to empower professionals in the customer service industry. With a focus on practical skills and real-world application, this certificate course is crucial for career advancement in the rapidly evolving contact centre sector.
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⢠Contact Centre Leadership: Developing the skills and knowledge required to lead and manage a successful contact centre, including team management, performance improvement, and customer experience strategies.
⢠Customer Relationship Management (CRM): Understanding CRM systems and how they can be used to manage customer interactions, improve customer satisfaction, and drive business growth.
⢠Quality Management: Learning the principles and practices of quality management in a contact centre environment, including quality assurance, coaching, and performance measurement.
⢠Workforce Management: Understanding workforce management principles and practices, including forecasting, scheduling, and intraday management.
⢠Communication and Interpersonal Skills: Developing effective communication and interpersonal skills for leading and managing a contact centre team.
⢠Data Analysis for Contact Centres: Learning how to analyze contact centre data to identify trends, monitor performance, and make data-driven decisions.
⢠Change Management: Understanding the principles of change management and how to lead and manage change in a contact centre environment.
⢠Project Management: Learning the principles and practices of project management, including project planning, execution, and monitoring.
⢠Risk Management: Understanding the risks associated with contact centre operations and how to manage and mitigate those risks.
These units will provide postgraduate students with a comprehensive understanding of the key concepts, principles, and practices related to contact centre leadership and management. By the end of the program, students should be able to lead and manage a contact centre effectively, driving business growth and improving customer satisfaction.
Note: This list of units is not exhaustive and may vary depending on the specific program and institution. It is recommended that potential students review the course outline and syllabus to ensure that the program meets their learning objectives and professional goals.
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