Postgraduate Certificate in Contact Centre Planning
-- ViewingNowThe Postgraduate Certificate in Contact Centre Planning is a comprehensive course designed to equip learners with essential skills for success in contact center leadership. This course is crucial in an era where businesses increasingly rely on contact centers for customer engagement and retention.
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⢠Contact Centre Operations Management: This unit covers the fundamentals of managing a contact centre, including staffing, scheduling, quality assurance, and technology.
⢠Customer Experience Management: This unit explores the role of the contact centre in creating positive customer experiences, including strategies for measuring and improving customer satisfaction.
⢠Workforce Optimization: This unit covers the use of data analytics and workforce management tools to optimize contact centre performance, including forecasting, scheduling, and real-time management.
⢠Multi-Channel Customer Contact: This unit examines the various channels of customer contact, including voice, email, chat, and social media, and how to effectively manage and integrate these channels in the contact centre.
⢠Contact Centre Technology: This unit explores the technology used in contact centres, including automatic call distribution (ACD), interactive voice response (IVR), and computer telephony integration (CTI).
⢠Project Management for Contact Centres: This unit covers the project management skills needed to implement new contact centre technologies and processes, including planning, budgeting, and risk management.
⢠Quality Assurance and Compliance in Contact Centres: This unit covers the importance of quality assurance and compliance in contact centres, including strategies for monitoring and improving performance, as well as regulatory requirements.
⢠Data Analytics for Contact Centres: This unit explores the use of data analytics in contact centres, including the collection, analysis, and reporting of customer and performance data, and how to use this data to make informed decisions.
⢠Change Management in Contact Centres: This unit covers the strategies and techniques for managing change in contact centres, including communication, training, and resistance management.
Note: The units listed above are just an example, and actual units offered in a postgraduate certificate in contact centre planning may vary based on the institution and program.
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