Professional Certificate in Contact Centre Supervisory Skills
-- ViewingNowThe Professional Certificate in Contact Centre Supervisory Skills is a crucial course designed to empower aspiring and current supervisors in the contact center industry. This certificate course highlights the importance of effective communication, team leadership, and performance management, making it highly relevant in today's customer-centric business environment.
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⢠Effective Communication: Developing clear and concise communication skills to effectively manage team members and customer interactions.
⢠Conflict Resolution: Identifying and resolving conflicts within the contact centre environment, promoting a positive and productive work atmosphere.
⢠Performance Management: Monitoring, evaluating, and improving the performance of team members, setting clear expectations and providing constructive feedback.
⢠Workforce Management: Scheduling, forecasting, and budgeting to ensure adequate staffing levels, meeting service level agreements and reducing costs.
⢠Quality Assurance: Implementing and maintaining quality assurance programs to monitor and improve the overall customer experience.
⢠Coaching and Mentoring: Developing and delivering coaching and mentoring programs to support the growth and development of team members.
⢠Leadership Skills: Building and maintaining a positive and productive team culture, leading by example, and demonstrating strong decision-making skills.
⢠Customer Experience Management: Understanding and improving the customer journey, identifying and addressing customer needs, and promoting customer-centric strategies within the contact centre.
⢠Technology Utilization: Utilizing and managing contact centre technology, including CRM systems, call recording software, and workforce management tools.
Note: The above units are not ranked in any particular order, and may vary based on the specific needs and goals of the contact centre.
Disclaimer: The content provided is for informational purposes only and does not constitute professional advice.
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