Professional Certificate in Contact Centre Service Delivery
-- ViewingNowThe Professional Certificate in Contact Centre Service Delivery is a comprehensive course designed to empower learners with essential skills for success in the customer service industry. This certificate program emphasizes the importance of delivering exceptional customer experiences, a critical factor in today's competitive business landscape.
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GBP £ 140
GBP £ 202
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⢠Contact Centre Fundamentals: Understanding the contact centre industry, its role in customer service, and the key principles of effective contact centre service delivery.
⢠Customer Service Skills: Developing essential communication and problem-solving skills to handle customer interactions effectively and professionally.
⢠Call Centre TechnologiesExploring the various technologies used in contact centres, including automatic call distribution (ACD), interactive voice response (IVR), and workforce management (WFM) systems.
⢠Quality Management in Contact Centres: Learning how to measure, monitor, and improve the quality of contact centre service delivery through performance metrics, call monitoring, and coaching.
⢠Workforce Management: Understanding the principles of workforce management, including forecasting, scheduling, and intraday management.
⢠Customer Experience Management: Developing strategies to enhance the customer experience, including customer journey mapping, personalization, and omnichannel engagement.
⢠Contact Centre Metrics and Analytics: Learning how to measure and analyze contact centre performance, including key performance indicators (KPIs), service level agreements (SLAs), and customer satisfaction (CSAT) scores.
⢠Compliance and Security in Contact Centres: Understanding the legal and regulatory requirements of contact centres, including data privacy, compliance, and security.
⢠Change Management in Contact Centres: Developing strategies to manage change in the contact centre, including stakeholder engagement, communication, and implementation.
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