Professional Certificate in Contact Centre Dashboards and Scorecards

Name: Professional Certificate in Contact Centre Dashboards and Scorecards
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The Professional Certificate in Contact Centre Dashboards and Scorecards is a comprehensive course designed to equip learners with essential skills for creating and implementing data-driven strategies in customer service operations. This program emphasizes the importance of data visualization and performance measurement in contact centers.

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AboutThisCourse

In today's data-driven world, there's an increasing demand for professionals who can interpret data and use it to optimize contact center operations. This course provides learners with the knowledge and tools to design, implement, and manage effective dashboards and scorecards that drive performance and productivity. By completing this course, learners will gain a deep understanding of the key performance indicators (KPIs) that matter most in contact centers, and how to measure and track them effectively. They will also learn how to use data visualization tools to communicate insights and drive action. This course is an excellent opportunity for professionals looking to advance their careers in customer service management, operations, or analytics.

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CourseDetails

• Understanding Contact Centre Metrics
• Designing Effective Contact Centre Dashboards
• Key Performance Indicators (KPIs) in Contact Centres
• Real-time vs Historical Data Analysis
• Data Visualization Techniques for Contact Centre Scorecards
• Building a Balanced Scorecard in Contact Centres
• Utilizing Scorecards for Agent Performance Improvement
• Integrating Data Sources for Holistic Contact Centre Analysis
• Best Practices in Contact Centre Dashboard and Scorecard Creation

CareerPath

The Professional Certificate in Contact Centre Dashboards and Scorecards is designed to equip learners with the necessary skills to create, interpret, and utilize contact centre dashboards and scorecards. These roles are vital to the success of any contact centre operation in the UK. Let's take a closer look at the job market trends and skill demand for these roles. Our 3D pie chart highlights the distribution of these roles in the UK contact centre industry: 1. **Customer Service Representative (50%)** - These professionals handle customer inquiries, resolve issues, and ensure a positive customer experience. 2. **Team Leader (20%)** - These individuals manage a team of customer service representatives, monitor their performance, and provide coaching and support. 3. **Sales Agent (15%)** - Their primary responsibility is to generate sales revenue and meet sales targets for the contact centre. 4. **Quality Assurance Analyst (10%)** - These analysts evaluate the performance of customer service representatives, ensuring adherence to quality standards and regulatory requirements. 5. **Trainer (5%)** - These professionals design, develop, and deliver training programs for contact centre staff, ensuring they have the necessary skills and knowledge to excel in their roles. These roles are essential for the smooth operation of a contact centre, and the demand for professionals with expertise in these areas continues to grow. By earning a Professional Certificate in Contact Centre Dashboards and Scorecards, you'll be well-positioned to succeed and contribute to the success of any contact centre operation in the UK.

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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PROFESSIONAL CERTIFICATE IN CONTACT CENTRE DASHBOARDS AND SCORECARDS

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London School of International Business (LSIB)

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05 May 2025

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