Executive Development Programme in Customer Service Data: Driving Results
-- viewing nowThe Executive Development Programme in Customer Service Data: Driving Results is a certificate course designed to empower professionals with essential skills in customer service data analytics. In today's data-driven world, understanding customer behavior through data is crucial for business success.
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Course Details
• Customer Service Data Analytics: Understanding the role of data in customer service and how to use data analytics to drive results.
• Customer Service Metrics: Identifying and tracking key performance indicators (KPIs) in customer service, such as customer satisfaction (CSAT), net promoter score (NPS), and first response time (FRT).
• Customer Segmentation: Using data to segment customers and tailor service strategies to different customer groups.
• Customer Journey Mapping: Mapping the customer journey to identify pain points and opportunities for improvement in the customer experience.
• Voice of the Customer (VoC) Programs: Implementing VoC programs to gather customer feedback and make data-driven decisions.
• Data Visualization: Presenting customer service data in a visual format to facilitate understanding and decision-making.
• Predictive Analytics: Using predictive models to anticipate customer needs and proactively address issues.
• Data-Driven Quality Assurance: Utilizing data to improve the effectiveness and efficiency of quality assurance processes in customer service.
• Change Management: Managing change in customer service operations through data-driven decision-making and effective communication.
Career Path
Entry Requirements
- Basic understanding of the subject matter
- Proficiency in English language
- Computer and internet access
- Basic computer skills
- Dedication to complete the course
No prior formal qualifications required. Course designed for accessibility.
Course Status
This course provides practical knowledge and skills for professional development. It is:
- Not accredited by a recognized body
- Not regulated by an authorized institution
- Complementary to formal qualifications
You'll receive a certificate of completion upon successfully finishing the course.
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