Professional Certificate in Contact Centre Key Performance Indicators

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The Professional Certificate in Contact Centre Key Performance Indicators (KPIs) is a crucial course designed to enhance your understanding of the essential metrics in contact center performance. This program highlights the importance of data-driven decisions, enabling you to monitor and improve your contact center's efficiency and effectiveness.

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In an industry where quality customer service can significantly impact business growth, mastering KPIs is a valuable skill. This course covers vital KPIs such as service level, average speed of answer, abandoned call rate, and first contact resolution rate. Learners will also gain insights into advanced metrics like net promoter score, customer effort score, and customer satisfaction. By completing this course, learners will be equipped with the necessary skills to drive their contact centers towards success, leading to improved customer experiences and increased career opportunities in this competitive field.

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โ€ข Understanding Key Performance Indicators (KPIs)
โ€ข Importance of Measuring Contact Centre Performance
โ€ข Common Contact Centre KPIs
โ€ข Service Level Agreement (SLA) and KPIs
โ€ข Customer Satisfaction (CSAT) and KPIs
โ€ข First Call Resolution (FCR) and KPIs
โ€ข Average Handle Time (AHT) and KPIs
โ€ข Quality Assurance (QA) and KPIs
โ€ข Using KPIs to Improve Contact Centre Operations
โ€ข Best Practices for Implementing KPIs in Contact Centres

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Google Charts 3D Pie Chart: Contact Centre Key Performance Indicators Job Market Trends in the UK
This 3D pie chart showcases the job market trends in the UK contact centre industry, highlighting the percentage of various roles such as Customer Service Representative, Team Leader, Quality Assurance Analyst, Training Specialist, and Contact Centre Manager. By visualizing this data, professionals can gain insights into the demand for these positions and tailor their career development paths accordingly. The transparent background and responsive design ensure an engaging and informative experience for all users, regardless of screen size.

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PROFESSIONAL CERTIFICATE IN CONTACT CENTRE KEY PERFORMANCE INDICATORS
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ๅทฒๅฎŒๆˆ่ฏพ็จ‹็š„ไบบ
London School of International Business (LSIB)
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05 May 2025
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