Undergraduate Certificate in Contact Centre Service Delivery
-- ViewingNowThe Undergraduate Certificate in Contact Centre Service Delivery is a comprehensive course designed to equip learners with essential skills for success in the customer service industry. With the rapid growth of technology and online businesses, contact centres have become a critical component of customer relationship management.
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⢠Introduction to Contact Centre Service Delivery: Understanding the fundamentals of contact center operations, customer service principles, and service delivery strategies.
⢠Customer Relationship Management (CRM): Exploring CRM systems, their implementation, and benefits in contact centers for enhancing customer experience and loyalty.
⢠Call Handling and Quality Assurance: Techniques for effective call handling, call routing, and quality assurance measurements to ensure consistent service delivery.
⢠Workforce Management and Planning: Strategies for optimizing workforce scheduling, forecasting, and performance management in contact centers.
⢠Communication and Interpersonal Skills: Developing active listening, empathy, and problem-solving skills for effective customer interactions and resolutions.
⢠Performance Metrics and Analytics: Analyzing contact center metrics, KPIs, and customer feedback to evaluate and improve service delivery.
⢠Multi-Channel Service Delivery: Managing customer interactions across various channels, including voice, email, chat, and social media.
⢠Compliance and Security in Contact Centers: Ensuring adherence to data protection regulations, security standards, and best practices in contact center operations.
⢠Quality Assurance and Continuous Improvement: Implementing quality assurance programs, monitoring tools, and continuous improvement initiatives in contact centers.
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