Undergraduate Certificate in Performance Metrics for Contact Centres

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The Undergraduate Certificate in Performance Metrics for Contact Centers is a crucial course designed to equip learners with the necessary skills to excel in the customer service industry. This program focuses on the key performance indicators (KPIs) that drive contact center success, teaching students how to measure, analyze, and improve these metrics for optimal performance.

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AboutThisCourse

With the growing demand for efficient and effective customer interactions, this certificate course is highly relevant in today's industry. Learners will gain hands-on experience in using data-driven approaches to improve customer satisfaction, reduce operational costs, and increase revenue. By mastering the essential skills taught in this course, students will be well-prepared for careers in contact center management, operations analysis, and customer experience strategy. In summary, this undergraduate certificate program is an excellent opportunity for those looking to advance their careers in the customer service industry, providing students with the tools and knowledge necessary to succeed in this dynamic and growing field.

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CourseDetails

• Understanding Contact Centre Metrics
• Key Performance Indicators (KPIs) in Contact Centres
• Service Level and Response Time Metrics
• Quality Assurance and Customer Satisfaction in Performance Metrics
• Call Abandonment Rate and Its Impact on Contact Centre Performance
• First Contact Resolution: A Crucial Performance Metric
• Forecasting and Scheduling in Contact Centres
• Using Data Analytics for Contact Centre Performance Improvement
• Employee Engagement and Its Relationship with Contact Centre Performance
• Continuous Improvement Strategies for Contact Centre Metrics

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EntryRequirements

  • BasicUnderstandingSubject
  • ProficiencyEnglish
  • ComputerInternetAccess
  • BasicComputerSkills
  • DedicationCompleteCourse

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FastTrack GBP £140
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AcceleratedLearningPath
  • ThreeFourHoursPerWeek
  • EarlyCertificateDelivery
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StandardMode GBP £90
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FlexibleLearningPace
  • TwoThreeHoursPerWeek
  • RegularCertificateDelivery
  • OpenEnrollmentStartAnytime
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  • DigitalCertificate
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UNDERGRADUATE CERTIFICATE IN PERFORMANCE METRICS FOR CONTACT CENTRES
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London School of International Business (LSIB)
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05 May 2025
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