Professional Certificate in Call Center Operation Transformation
-- ViewingNowThe Professional Certificate in Call Center Operation Transformation is a comprehensive course designed to enhance the skills of call center professionals. This program focuses on the latest trends and technologies in the industry, making it highly relevant for those seeking career advancement in this field.
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GBP £ 140
GBP £ 202
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⢠Call Center Operations Fundamentals: Understanding the core principles of call center operations, including customer service best practices, call handling techniques, and quality assurance.
⢠Workforce Management: Strategies for optimizing workforce productivity, including scheduling, forecasting, and real-time adherence monitoring.
⢠Customer Relationship Management (CRM): Utilizing CRM systems to manage customer interactions, track customer data, and improve customer satisfaction.
⢠Performance Metrics & Analytics: Measuring and analyzing call center performance using key metrics such as average handle time, first call resolution, and customer satisfaction.
⢠Technology & Tools: Overview of call center technology and tools, including automatic call distribution (ACD), interactive voice response (IVR), and computer-telephony integration (CTI).
⢠Change Management & Transformation: Leading call center transformation initiatives, including process improvement, technology implementation, and organizational change management.
⢠Quality Assurance & Compliance: Ensuring call center operations meet quality standards and comply with relevant regulations, such as data privacy and financial services regulations.
⢠Voice of the Customer (VoC) Programs: Implementing VoC programs to gather customer feedback, identify customer needs and preferences, and improve customer experience.
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