Postgraduate Certificate in Building Contact Centre Resilience

Name: Postgraduate Certificate in Building Contact Centre Resilience
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The Postgraduate Certificate in Building Contact Centre Resilience is a vital course designed to equip learners with essential skills for career advancement in today's rapidly changing business environment. This certificate course focuses on enhancing the resilience of contact centers, which have become critical in maintaining business continuity and customer satisfaction.

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AboutThisCourse

In this age of digital transformation, contact centers have emerged as a vital link between businesses and their customers. The demand for professionals who can build and manage resilient contact centers has never been higher. This course is designed to meet that demand and help learners develop the skills necessary to succeed in this field. By the end of this course, learners will have gained a deep understanding of the key principles of contact center resilience, including disaster recovery, business continuity planning, and risk management. They will also have developed the skills necessary to lead and manage a resilient contact center, including communication, leadership, and problem-solving skills. Overall, this course is an excellent opportunity for professionals looking to advance their careers in contact center management. By earning a Postgraduate Certificate in Building Contact Centre Resilience, learners will demonstrate their commitment to excellence and their ability to lead in a rapidly changing business environment.

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CourseDetails

• Contact Centre Resilience Fundamentals: An introduction to the key concepts and principles of building resilience in a contact centre environment.
• Risk Assessment and Management: Techniques for identifying, assessing and managing risks to contact centre operations, including business continuity planning.
• Disaster Recovery and Crisis Management: Strategies for responding to and recovering from major disruptions, including emergency response planning and incident management.
• Technology and Infrastructure Resilience: Best practices for designing, implementing and maintaining resilient technology and infrastructure, including cloud-based solutions and data backup and recovery.
• People and Culture in Resilience: The role of people and culture in building and maintaining resilience, including staff training and development, leadership and communication.
• Performance Metrics and Monitoring: Methods for measuring and monitoring contact centre resilience, including key performance indicators (KPIs), service level agreements (SLAs) and customer satisfaction metrics.
• Regulatory Compliance and Standards: Overview of relevant regulations, standards and best practices for contact centre resilience, including ISO 22301 and PCI-DSS.
• Case Studies and Real-World Examples: Examination of real-world examples and case studies of building and maintaining resilient contact centres.

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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

CompleteInTwoMonths

FlexibleLearningPace

TwoThreeHoursPerWeek
RegularCertificateDelivery
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POSTGRADUATE CERTIFICATE IN BUILDING CONTACT CENTRE RESILIENCE

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London School of International Business (LSIB)

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05 May 2025

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