Postgraduate Certificate in Agent Coaching in Contact Centre

Name: Postgraduate Certificate in Agent Coaching in Contact Centre
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The Postgraduate Certificate in Agent Coaching in Contact Centre is a comprehensive course designed to equip learners with essential coaching skills necessary for career advancement in customer service management. This course emphasizes the importance of proactive agent coaching, a critical aspect of contact centers, in enhancing customer experience, boosting agent performance, and promoting operational efficiency.

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AboutThisCourse

As businesses increasingly prioritize customer experience, the demand for skilled contact center professionals has surged. This course offers learners an opportunity to gain a competitive edge by developing a deep understanding of agent coaching strategies, performance evaluation techniques, and feedback methodologies. By the end of this course, learners will be able to design and implement effective coaching programs, provide constructive feedback, and motivate agents to achieve superior performance levels. This certificate course is an invaluable investment for professionals seeking to accelerate their growth in the contact center industry.

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CourseDetails

• Agent Coaching Fundamentals
• Contact Centre Operations and Management
• Effective Communication Skills for Coaching
• Performance Metrics and Analytics
• Goal Setting and Action Planning
• Motivating and Engaging Agents
• Providing Feedback and Performance Improvement Strategies
• Technology Tools for Coaching and Training
• Compliance and Ethics in Agent Coaching

CareerPath

The Postgraduate Certificate in Agent Coaching focuses on developing essential skills for contact centre roles. This certification can open up various career paths, including Agent Coach, Team Leader, Quality Analyst, Contact Centre Manager, and Sales Representative. The UK job market is experiencing a growing demand for these roles, offering attractive salary ranges and opportunities for career advancement. Let's look at the job market trends, salary ranges, and skill demand for each role using the 3D pie chart above. 1. Agent Coach: Agent Coaching is a vital role in the contact centre industry. With a Postgraduate Certificate in Agent Coaching, professionals can help agents improve their performance and achieve better results. Agent Coaches often earn a salary between £20,000 and £30,000 per year in the UK. 2. Team Leader: As a Team Leader, you will manage a group of agents, help them develop their skills, and ensure they meet their targets. The average salary for a Team Leader in the UK contact centre industry ranges from £22,000 to £35,000 per year. 3. Quality Analyst: Quality Analysts are responsible for monitoring and assessing the performance of contact centre agents, providing feedback, and implementing training programs. Quality Analysts can expect a salary between £20,000 and £30,000 per year in the UK. 4. Contact Centre Manager: As a Contact Centre Manager, you will oversee the overall operation of the contact centre, ensuring targets are met, and staff are motivated and productive. The average salary for a Contact Centre Manager in the UK ranges from £28,000 to £50,000 per year. 5. Sales Representative: Sales Representatives in the contact centre industry focus on selling products and services to customers. They can expect a salary between £15,000 and £30,000 per year in the UK, depending on their performance and experience. In summary, the Postgraduate Certificate in Agent Coaching can lead to various exciting career paths in the contact centre industry. The chart above provides a visual representation of the relevance of these roles in the job market, along with salary ranges and skill demand. By pursuing this certification, you will be well-prepared to excel in any of these positions and make a meaningful contribution to the success of your

EntryRequirements

BasicUnderstandingSubject
ProficiencyEnglish
ComputerInternetAccess
BasicComputerSkills
DedicationCompleteCourse

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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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POSTGRADUATE CERTIFICATE IN AGENT COACHING IN CONTACT CENTRE

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London School of International Business (LSIB)

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05 May 2025

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