Executive Development Programme in Customer Service Data: Driving Results
-- ViewingNowThe 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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โข Customer Service Data Analytics: Understanding the role of data in customer service and how to use data analytics to drive results.
โข 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).
โข Customer Segmentation: Using data to segment customers and tailor service strategies to different customer groups.
โข Customer Journey Mapping: Mapping the customer journey to identify pain points and opportunities for improvement in the customer experience.
โข Voice of the Customer (VoC) Programs: Implementing VoC programs to gather customer feedback and make data-driven decisions.
โข Data Visualization: Presenting customer service data in a visual format to facilitate understanding and decision-making.
โข Predictive Analytics: Using predictive models to anticipate customer needs and proactively address issues.
โข Data-Driven Quality Assurance: Utilizing data to improve the effectiveness and efficiency of quality assurance processes in customer service.
โข Change Management: Managing change in customer service operations through data-driven decision-making and effective communication.
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