Undergraduate Certificate in Contact Centre Capability Mapping

Name: Undergraduate Certificate in Contact Centre Capability Mapping
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The Undergraduate Certificate in Contact Centre Capability Mapping is a comprehensive course designed to equip learners with the essential skills required for career advancement in the contact center industry. This course emphasizes the importance of capability mapping, a critical process that helps organizations align their contact center operations with their overall business strategies.

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AboutThisCourse

In this age of digital transformation, contact centers play a pivotal role in shaping customer experiences, making this certificate course highly relevant and in demand. Learners will gain a deep understanding of the various components of a contact center, including people, processes, and technology, and how they can be optimized to improve operational efficiency and deliver superior customer service. By the end of this course, learners will have developed a comprehensive capability map for a contact center, showcasing their ability to analyze, design, and implement effective contact center strategies. This skillset is highly sought after by employers and will provide learners with a distinct competitive advantage in their careers.

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CourseDetails

• Introduction to Contact Centre Capability Mapping
• Understanding Contact Centre Operations
• Mapping Customer Journey in a Contact Centre
• Key Performance Indicators (KPIs) in Contact Centres
• Technology in Contact Centre Capability Mapping
• Data Analysis for Contact Centre Optimization
• Improving Customer Experience through Capability Mapping
• Change Management in Contact Centre
• Regulatory Compliance in Contact Centre Capability Mapping

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EntryRequirements

BasicUnderstandingSubject
ProficiencyEnglish
ComputerInternetAccess
BasicComputerSkills
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FastTrack GBP £140

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AcceleratedLearningPath

ThreeFourHoursPerWeek
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StandardMode GBP £90

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FlexibleLearningPace

TwoThreeHoursPerWeek
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UNDERGRADUATE CERTIFICATE IN CONTACT CENTRE CAPABILITY MAPPING

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London School of International Business (LSIB)

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05 May 2025

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