Undergraduate Certificate in Contact Centre Operations Technology

Name: Undergraduate Certificate in Contact Centre Operations Technology
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The Undergraduate Certificate in Contact Centre Operations Technology is a vital course for learners seeking to excel in the rapidly evolving customer service industry. This certificate program focuses on enhancing students' understanding of contact center technologies, equipping them with the necessary skills to design, implement, and manage customer interaction systems.

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AboutThisCourse

In today's digital age, customer service has become a critical differentiator for businesses, leading to an increased demand for skilled professionals who can effectively manage contact center operations. This course is designed to meet this industry need, providing learners with essential skills in areas such as call center software, data analytics, and workforce management. By completing this certificate course, learners will be able to advance their careers in contact center operations, customer service management, and related fields. They will gain a competitive edge in the job market, with the ability to leverage technology to improve customer experiences and drive business success.

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CourseDetails

• Introduction to Contact Centre Operations Technology
• Contact Centre Infrastructure and Architecture
• Customer Relationship Management (CRM) Systems in Contact Centres
• Workforce Management (WFM) and Quality Assurance (QA) in Contact Centres
• Contact Centre Analytics and Reporting
• Telephony and Voice over Internet Protocol (VoIP) Technologies
• Multichannel Communication Strategies in Contact Centres
• Social Media and Digital Channel Management in Contact Centres
• Contact Centre Security and Compliance

CareerPath

In this Undergraduate Certificate in Contact Centre Operations Technology, you will learn about the various roles within the contact center industry and their respective job market trends, salary ranges, and skill demands in the UK. Customer Service Representative (60%): As a customer service representative, you will be responsible for handling customer inquiries and resolving issues. This role is in high demand in the UK, with a wide range of salary options available depending on the company and level of experience. Team Leader (20%): As a team leader, you will be responsible for managing a team of customer service representatives and ensuring they meet performance goals. This role requires strong leadership and communication skills, as well as a solid understanding of contact center operations. Sales Representative (10%): As a sales representative, you will be responsible for promoting and selling products or services to customers. This role requires strong sales skills and a deep understanding of the products or services being sold. Technical Support Specialist (10%): As a technical support specialist, you will be responsible for assisting customers with technical issues and providing solutions. This role requires a strong technical background and the ability to communicate complex concepts in a clear and concise manner. By earning this Undergraduate Certificate in Contact Centre Operations Technology, you will be well-prepared for a successful career in the contact center industry. With a strong understanding of the various roles and their requirements, you will be able to choose the path that best fits your skills and interests.

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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UNDERGRADUATE CERTIFICATE IN CONTACT CENTRE OPERATIONS TECHNOLOGY

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London School of International Business (LSIB)

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05 May 2025

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