Postgraduate Certificate in Certified Contact Centre Management
-- ViewingNowThe Postgraduate Certificate in Certified Contact Centre Management is a comprehensive course designed to provide learners with the essential skills needed to excel in the rapidly evolving customer contact industry. This course focuses on enhancing leadership, strategic planning, and operational management skills that are highly demanded in the industry.
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⢠Contact Centre Management Fundamentals: An introduction to contact centre management principles, best practices, and industry trends.
⢠Customer Experience Management: Techniques and strategies for enhancing customer experience, satisfaction, and loyalty in a contact centre setting.
⢠Workforce Optimization: Methods and tools for improving workforce productivity, efficiency, and effectiveness in a contact centre.
⢠Quality Assurance and Compliance: Strategies for ensuring quality and compliance in a contact centre, including quality monitoring, coaching, and performance evaluation.
⢠Technology and Systems in Contact Centres: Overview of the technology and systems used in contact centres, including telephony, automation, and analytics.
⢠Change Management and Leadership: Techniques for leading and managing change in a contact centre, including communication, motivation, and engagement.
⢠Project Management for Contact Centres: Methods and tools for managing projects in a contact centre, including project planning, execution, and monitoring.
⢠Risk Management in Contact Centres: Strategies for identifying, assessing, and mitigating risks in a contact centre, including operational, financial, and reputational risks.
⢠Data Analytics and Reporting for Contact Centres: Techniques for collecting, analysing, and reporting data in a contact centre, including performance metrics, customer insights, and trend analysis.
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