Postgraduate Certificate in Contact Centre Procedures
-- ViewingNowThe Postgraduate Certificate in Contact Centre Procedures is a comprehensive course designed to empower learners with the essential skills needed to excel in the modern contact center industry. This course highlights the importance of efficient and effective customer interaction management, a critical aspect of any business.
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⢠Contact Centre Operations Management: This unit will cover the fundamental concepts and best practices in contact centre operations management, including workforce management, quality assurance, and performance optimization. ⢠Customer Relationship Management (CRM) Systems: This unit will focus on the role of CRM systems in contact centres, including data management, customer segmentation, and personalized communication. ⢠Customer Experience (CX) Design: This unit will explore the principles of CX design, including customer journey mapping, user experience (UX) design, and service blueprinting. ⢠Multi-channel Contact Centre Management: This unit will cover the challenges and opportunities of managing multi-channel contact centres, including voice, email, chat, and social media. ⢠Workforce Engagement Management: This unit will examine the strategies and tools for engaging and motivating contact centre agents, including gamification, recognition programs, and coaching. ⢠Contact Centre Analytics and Reporting: This unit will focus on the use of data analytics and reporting in contact centres, including key performance indicators (KPIs), speech analytics, and text analytics. ⢠Contact Centre Technology Infrastructure: This unit will cover the technology infrastructure required to support contact centre operations, including telephony systems, automated call distribution (ACD) systems, and computer-telephony integration (CTI) systems. ⢠Contact Centre Compliance and Security Management: This unit will examine the legal and ethical considerations of contact centre operations, including data privacy, call recording, and compliance with industry regulations. ⢠Project Management for Contact Centre Implementation: This unit will provide an overview of project management principles and practices for contact centre implementation, including stakeholder management, risk management, and change management.
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