Postgraduate Certificate in High Performance Contact Centres
-- ViewingNowThe Postgraduate Certificate in High Performance Contact Centres is a career-advancing course that focuses on enhancing skills in managing and leading contact centers. This certificate program emphasizes the importance of cutting-edge technology, effective communication, and customer experience management in today's fast-paced and competitive business environment.
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⢠High Performance Contact Centre Management: This unit covers best practices for managing high-performance contact centres, including strategies for improving customer satisfaction, increasing efficiency, and reducing costs.
⢠Contact Centre Metrics and Analytics: This unit explores the key metrics and analytics used to measure the performance of contact centres, including customer satisfaction, first contact resolution, and average handle time. Students will learn how to use data to make informed decisions about contact centre operations.
⢠Workforce Management in Contact Centres: This unit focuses on workforce management strategies for contact centres, including forecasting, scheduling, and intraday management. Students will learn how to optimize staffing levels to meet customer demand while minimizing labor costs.
⢠Customer Experience Management in Contact Centres: This unit covers best practices for managing the customer experience in contact centres, including strategies for personalizing interactions, managing customer expectations, and handling difficult customer situations.
⢠Quality Management in Contact Centres: This unit explores the principles of quality management in contact centres, including quality assurance, coaching, and performance management. Students will learn how to create a culture of continuous improvement in their contact centre.
⢠Technology and Innovation in Contact Centres: This unit covers the latest technologies and innovations in contact centres, including cloud-based solutions, artificial intelligence, and automation. Students will learn how to leverage technology to improve the customer experience and increase efficiency in their contact centre.
⢠Change Management in Contact Centres: This unit focuses on the skills and strategies needed to manage change in contact centres, including managing resistance to change, communicating effectively, and leading teams through change.
⢠Risk Management in Contact Centres: This unit covers the risks associated with contact centre operations, including data security, compliance, and disaster recovery. Students will learn how to develop and implement risk management strategies to mitigate these risks.
⢠Contact Centre Strategy and Planning: This unit focuses
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