Professional Certificate in Advanced Contact Centre KPIs

-- ViewingNow

The Professional Certificate in Advanced Contact Centre KPIs is a comprehensive course designed to enhance your expertise in contact center metrics. This course highlights the importance of Key Performance Indicators (KPIs) in measuring and optimizing contact center performance.

5.0
Based on 3,078 reviews

2,887+

Students enrolled

GBP £ 140

GBP £ 202

Save 44% with our special offer

Start Now

이 과정에 대해

With a focus on advanced KPIs, you'll learn to assess service quality, efficiency, and profitability, thereby driving continuous improvement. In an industry where customer experience is paramount, this course is in high demand. It equips learners with the skills to monitor, analyze, and interpret KPIs, enabling them to make data-driven decisions that impact business outcomes. By the end of this course, you'll be able to strategically manage contact center operations, align KPIs with business objectives, and foster a culture of performance excellence. These skills are crucial for career advancement in customer service management, operations, or related fields.

100% 온라인

어디서든 학습

공유 가능한 인증서

LinkedIn 프로필에 추가

완료까지 2개월

주 2-3시간

언제든 시작

대기 기간 없음

과정 세부사항

• Understanding Key Performance Indicators (KPIs): Defining, measuring, and tracking contact center KPIs
• Customer Satisfaction (CSAT): Metrics, measurement, and improvement strategies
• First Contact Resolution (FCR): Importance, calculation, and enhancement techniques
• Average Handle Time (AHT): Definition, calculation, and optimizing strategies
• Service Level: Setting targets, measuring performance, and improving service quality
• Quality Assurance (QA): Developing a QA program, scoring methodologies, and monitoring strategies
• Occupancy Rate: Definition, calculation, and strategies to optimize agent productivity
• Employee Satisfaction (ESAT): Measuring, tracking, and improving employee engagement
• Net Promoter Score (NPS): Understanding, measuring, and improving customer loyalty

경력 경로

Loading chart...
The above section showcases a Professional Certificate in Advanced Contact Centre KPIs, featuring a 3D pie chart that illustrates the distribution of job openings across various roles in the industry. The chart is generated using Google Charts, which allows for interactive visualizations and responsive design. This chart has a transparent background and is set to a width of 100% and height of 400px, enabling it to adapt to different screen sizes. As the demand for skilled professionals in contact centres grows, this certificate program offers essential competencies in key performance indicators (KPIs), enabling students to drive success in their careers and organizations. The four primary roles represented in the chart are: 1. Customer Service Representative: These professionals handle customer inquiries, resolve issues, and provide product or service information. They often serve as the frontline contact for a company and are essential for maintaining customer satisfaction. 2. Team Leader: Team leaders manage and oversee the work of customer service representatives, ensuring that operational targets are met and customer needs are addressed. They are also responsible for coaching and mentoring team members and monitoring performance. 3. Sales Representative: Sales representatives are responsible for generating revenue by selling products or services to existing or new customers. They develop relationships, identify customer needs, and match them with suitable offerings. 4. Quality Assurance Analyst: Quality assurance analysts evaluate the performance of customer service teams to ensure adherence to company standards and industry best practices. They analyze data, identify trends, and recommend improvements for customer service processes and strategies. These roles are essential for maintaining a competitive edge in the contact centre industry, and the 3D pie chart offers a clear visualization of the job market landscape. By incorporating the chart into this certificate program's presentation, potential students can understand the industry's needs and consider the opportunities available in these roles.

입학 요건

  • 주제에 대한 기본 이해
  • 영어 언어 능숙도
  • 컴퓨터 및 인터넷 접근
  • 기본 컴퓨터 기술
  • 과정 완료에 대한 헌신

사전 공식 자격이 필요하지 않습니다. 접근성을 위해 설계된 과정.

과정 상태

이 과정은 경력 개발을 위한 실용적인 지식과 기술을 제공합니다. 그것은:

  • 인정받은 기관에 의해 인증되지 않음
  • 권한이 있는 기관에 의해 규제되지 않음
  • 공식 자격에 보완적

과정을 성공적으로 완료하면 수료 인증서를 받게 됩니다.

왜 사람들이 경력을 위해 우리를 선택하는가

리뷰 로딩 중...

자주 묻는 질문

이 과정을 다른 과정과 구별하는 것은 무엇인가요?

▼

과정을 완료하는 데 얼마나 걸리나요?

▼

WhatSupportWillIReceive

▼

IsCertificateRecognized

▼

WhatCareerOpportunities

▼

언제 코스를 시작할 수 있나요?

▼

코스 형식과 학습 접근 방식은 무엇인가요?

▼

코스 수강료

가장 인기
뚠뼸 경로: GBP £140
1개월 내 완료
가속 학습 경로
  • 죟 3-4시간
  • 쥰기 인증서 배송
  • 개방형 등록 - 언제든지 시작
Start Now
표준 모드: GBP £90
2개월 내 완료
유연한 학습 속도
  • 죟 2-3시간
  • 정기 인증서 배송
  • 개방형 등록 - 언제든지 시작
Start Now
두 계획 모두에 포함된 내용:
  • 전체 코스 접근
  • 디지털 인증서
  • 코스 자료
올인클루시브 가격 • 숨겨진 수수료나 추가 비용 없음

과정 정보 받기

상세한 코스 정보를 보내드리겠습니다

회사로 지불

이 과정의 비용을 지불하기 위해 회사를 위한 청구서를 요청하세요.

청구서로 결제

경력 인증서 획득

샘플 인증서 배경
PROFESSIONAL CERTIFICATE IN ADVANCED CONTACT CENTRE KPIS
에게 수여됨
학습자 이름
에서 프로그램을 완료한 사람
London School of International Business (LSIB)
수여일
05 May 2025
블록체인 ID: s-1-a-2-m-3-p-4-l-5-e
이 자격증을 LinkedIn 프로필, 이력서 또는 CV에 추가하세요. 소셜 미디어와 성과 평가에서 공유하세요.
SSB Logo

4.8
새 등록
→ 과정 보기