Undergraduate Certificate in Contact Centre Improvement Techniques

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The Undergraduate Certificate in Contact Centre Improvement Techniques is a comprehensive course designed to enhance the skills of customer service professionals. This certificate program emphasizes the importance of delivering exceptional customer experiences, a critical aspect of any business.

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AboutThisCourse

With the growing demand for skilled contact center agents, this course provides learners with industry-specific knowledge and techniques to improve customer satisfaction, operational efficiency, and contact center performance. The course covers various essential topics, including quality management, performance metrics, technology utilization, and workforce optimization. By completing this program, learners will gain a solid understanding of best practices in contact center management and be equipped with the skills necessary to advance their careers in this high-growth industry. This certificate course is an excellent opportunity for professionals seeking to enhance their contact center skills, increase their value to employers, and stay competitive in the job market.

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CourseDetails

• Customer Service Fundamentals: Understanding the importance of customer service, effective communication skills, handling customer complaints and queries.
• Contact Centre Technologies: Overview of contact centre software, hardware, and systems, including automatic call distribution (ACD), interactive voice response (IVR), and computer-telephony integration (CTI).
• Quality Management in Contact Centres: Techniques for measuring and improving contact centre performance, including quality monitoring, call recording, and performance analytics.
• Workforce Management: Strategies for scheduling and managing contact centre staff, including forecasting, intraday management, and adherence monitoring.
• Customer Experience Design: Designing contact centre processes and interactions to improve customer satisfaction and loyalty, including journey mapping, customer feedback, and experience metrics.
• Data-Driven Decision Making: Using data analytics and reporting to inform contact centre strategy and tactics, including data visualization and dashboard design.
• Change Management and Continuous Improvement: Implementing change in the contact centre, including stakeholder management, resistance management, and continuous improvement methodologies.

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EntryRequirements

  • BasicUnderstandingSubject
  • ProficiencyEnglish
  • ComputerInternetAccess
  • BasicComputerSkills
  • DedicationCompleteCourse

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  • NotAccreditedRecognized
  • NotRegulatedAuthorized
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CourseFee

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FastTrack GBP £140
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AcceleratedLearningPath
  • ThreeFourHoursPerWeek
  • EarlyCertificateDelivery
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StandardMode GBP £90
CompleteInTwoMonths
FlexibleLearningPace
  • TwoThreeHoursPerWeek
  • RegularCertificateDelivery
  • OpenEnrollmentStartAnytime
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  • DigitalCertificate
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UNDERGRADUATE CERTIFICATE IN CONTACT CENTRE IMPROVEMENT TECHNIQUES
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London School of International Business (LSIB)
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05 May 2025
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