Postgraduate Certificate in Building Contact Centre Resilience
-- ViewingNowThe Postgraduate Certificate in Building Contact Centre Resilience is a vital course designed to equip learners with essential skills for career advancement in today's rapidly changing business environment. This certificate course focuses on enhancing the resilience of contact centers, which have become critical in maintaining business continuity and customer satisfaction.
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⢠Contact Centre Resilience Fundamentals: An introduction to the key concepts and principles of building resilience in a contact centre environment.
⢠Risk Assessment and Management: Techniques for identifying, assessing and managing risks to contact centre operations, including business continuity planning.
⢠Disaster Recovery and Crisis Management: Strategies for responding to and recovering from major disruptions, including emergency response planning and incident management.
⢠Technology and Infrastructure Resilience: Best practices for designing, implementing and maintaining resilient technology and infrastructure, including cloud-based solutions and data backup and recovery.
⢠People and Culture in Resilience: The role of people and culture in building and maintaining resilience, including staff training and development, leadership and communication.
⢠Performance Metrics and Monitoring: Methods for measuring and monitoring contact centre resilience, including key performance indicators (KPIs), service level agreements (SLAs) and customer satisfaction metrics.
⢠Regulatory Compliance and Standards: Overview of relevant regulations, standards and best practices for contact centre resilience, including ISO 22301 and PCI-DSS.
⢠Case Studies and Real-World Examples: Examination of real-world examples and case studies of building and maintaining resilient contact centres.
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