Postgraduate Certificate in Multichannel Call Centre Management
-- ViewingNowThe Postgraduate Certificate in Multichannel Call Centre Management is a comprehensive course designed to equip learners with essential skills for managing and leading successful call centers. This certificate program emphasizes the importance of integrating multiple channels of communication, such as voice, email, chat, and social media, to enhance customer service and support.
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⢠Multichannel Contact Center Operations: Understanding the various channels of communication in a call center, including voice, email, chat, and social media. Analyzing the benefits and challenges of each channel and how to manage them effectively.
⢠Customer Relationship Management (CRM) Systems: The role of CRM systems in managing customer interactions and data in a multichannel call center. Integrating CRM systems with other call center technologies.
⢠Workforce Management (WFM): Strategies for managing call center staff in a multichannel environment. Including forecasting, scheduling, and real-time adherence.
⢠Quality Management (QM) and Performance Improvement: Techniques for monitoring and improving the quality of customer interactions in a multichannel call center. Utilizing QM tools and analytics to drive performance improvement.
⢠Customer Experience (CX) Design: Designing and implementing customer experiences that meet or exceed expectations across all channels. Utilizing customer journey mapping and voice of the customer feedback to inform CX design.
⢠Multichannel Contact Center Technology: Overview of the technology infrastructure required to support a multichannel call center, including automatic call distributors (ACDs), interactive voice response (IVR) systems, and computer-telephony integration (CTI).
⢠Disaster Recovery and Business Continuity Planning: Planning for and managing disruptions to call center operations. Developing and implementing disaster recovery and business continuity plans.
⢠Compliance and Security: Ensuring compliance with relevant laws and regulations, such as the Telephone Consumer Protection Act (TCPA) and the General Data Protection Regulation (GDPR). Implementing security measures to protect customer data.
⢠Project Management for Multichannel Contact Centers: Managing projects in a multichannel call center environment. Utilizing project management tools and methodologies to ensure successful project delivery.
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