Postgraduate Certificate in Certified Contact Centre Management

Name: Postgraduate Certificate in Certified Contact Centre Management
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The Postgraduate Certificate in Certified Contact Centre Management is a comprehensive course designed to provide learners with the essential skills needed to excel in the rapidly evolving customer contact industry. This course focuses on enhancing leadership, strategic planning, and operational management skills that are highly demanded in the industry.

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AboutThisCourse

It offers a blend of theoretical knowledge and practical experience, enabling learners to effectively manage and lead contact center teams. With the increasing importance of customer experience in business success, this course equips learners with the skills to drive customer satisfaction, loyalty, and profitability. By completing this course, learners will be well-prepared to advance their careers in contact center management and related fields.

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CourseDetails

• Contact Centre Management Fundamentals: An introduction to contact centre management principles, best practices, and industry trends.
• Customer Experience Management: Techniques and strategies for enhancing customer experience, satisfaction, and loyalty in a contact centre setting.
• Workforce Optimization: Methods and tools for improving workforce productivity, efficiency, and effectiveness in a contact centre.
• Quality Assurance and Compliance: Strategies for ensuring quality and compliance in a contact centre, including quality monitoring, coaching, and performance evaluation.
• Technology and Systems in Contact Centres: Overview of the technology and systems used in contact centres, including telephony, automation, and analytics.
• Change Management and Leadership: Techniques for leading and managing change in a contact centre, including communication, motivation, and engagement.
• Project Management for Contact Centres: Methods and tools for managing projects in a contact centre, including project planning, execution, and monitoring.
• Risk Management in Contact Centres: Strategies for identifying, assessing, and mitigating risks in a contact centre, including operational, financial, and reputational risks.
• Data Analytics and Reporting for Contact Centres: Techniques for collecting, analysing, and reporting data in a contact centre, including performance metrics, customer insights, and trend analysis.

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EntryRequirements

BasicUnderstandingSubject
ProficiencyEnglish
ComputerInternetAccess
BasicComputerSkills
DedicationCompleteCourse

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FastTrack GBP £140

CompleteInOneMonth

AcceleratedLearningPath

ThreeFourHoursPerWeek
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StandardMode GBP £90

CompleteInTwoMonths

FlexibleLearningPace

TwoThreeHoursPerWeek
RegularCertificateDelivery
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FullCourseAccess
DigitalCertificate
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POSTGRADUATE CERTIFICATE IN CERTIFIED CONTACT CENTRE MANAGEMENT

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London School of International Business (LSIB)

AwardedOn

05 May 2025

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