Undergraduate Certificate in Contact Centre Communications
-- ViewingNowThe Undergraduate Certificate in Contact Centre Communications is a vital course designed to enhance communication skills in a contact center environment. This certification equips learners with the essential abilities to handle customer queries, resolve issues, and ensure customer satisfaction.
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GBP £ 140
GBP £ 202
Save 44% with our special offer
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• Contact Centre Communications Fundamentals: This unit will cover the basics of contact centre communications, including effective communication strategies, customer service principles, and call handling techniques. •
• Call Centre Technology: This unit will explore the various technologies used in contact centres, including automatic call distribution (ACD), interactive voice response (IVR), and computer-telephony integration (CTI). •
• Quality Management in Contact Centres: This unit will cover the importance of quality management in contact centres, including quality assurance, monitoring, and evaluation techniques. •
• Workforce Management in Contact Centres: This unit will explore the principles of workforce management in contact centres, including forecasting, scheduling, and performance management. •
• Customer Experience Management: This unit will cover the importance of customer experience management in contact centres, including customer feedback, loyalty, and satisfaction. •
• Contact Centre Metrics and Analytics: This unit will explore the various metrics and analytics used in contact centres, including average handle time, first call resolution, and customer satisfaction scores. •
&bull: Crisis Management in Contact Centres: This unit will cover the importance of crisis management in contact centres, including disaster recovery planning, emergency response, and business continuity planning. •
• Legal and Ethical Considerations in Contact Centres: This unit will explore the legal and ethical considerations for contact centres, including data privacy, compliance, and ethical decision-making. •
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