Graduate Certificate in Developing Contact Centre Career Pathways
-- ViewingNowThe Graduate Certificate in Developing Contact Centre Career Pathways is a vital course designed to meet the growing industry demand for skilled contact center professionals. This certificate program equips learners with essential skills necessary for career advancement in the dynamic and evolving contact center industry.
3,155+
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GBP £ 140
GBP £ 202
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⢠Contact Centre Operations: An in-depth examination of contact centre operations, including best practices, technology, and workforce management. This unit will provide students with a solid foundation in understanding the inner workings of a contact centre.
⢠Customer Service Management: An exploration of customer service principles, with a focus on delivering exceptional service in a contact centre environment. Students will learn how to handle difficult customer situations, manage customer expectations, and build long-term customer relationships.
⢠Quality Assurance in Contact Centres: An examination of quality assurance principles and their application in contact centres. Students will learn how to develop and implement quality assurance programs, measure performance, and improve customer satisfaction.
⢠Workforce Planning and Scheduling: An exploration of workforce planning and scheduling principles, with a focus on contact centres. Students will learn how to forecast staffing needs, create schedules, and manage agent performance to optimise contact centre operations.
⢠Contact Centre Technology: An examination of the technology used in contact centres, including automatic call distributors (ACDs), interactive voice response (IVR) systems, and computer-telephony integration (CTI). Students will learn how to select, implement, and manage contact centre technology to improve operational efficiency and customer satisfaction.
⢠Performance Metrics and Analytics: An exploration of performance metrics and analytics in contact centres. Students will learn how to measure and analyse contact centre performance, identify areas for improvement, and make data-driven decisions to optimise operations.
⢠Change Management in Contact Centres: An examination of change management principles and their application in contact centres. Students will learn how to plan, implement, and manage change in a contact centre environment to improve operational efficiency and customer satisfaction.
⢠Career Development in Contact Centres: An exploration of career development opportunities in contact centres. Students will learn how to identify career paths, develop skills, and advance their careers in a contact centre environment.
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