Professional Certificate in Omnichannel Support for Retail
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⢠Omnichannel Support Fundamentals: Understanding Omnichannel Support, Differences between Multichannel and Omnichannel Support, Importance of Omnichannel Support in Retail
⢠Customer Experience (CX) Management: CX Strategy, Personalization in Retail, Measuring Customer Satisfaction
⢠Retail Technologies: Overview of Relevant Technologies, CRM Systems, AI and Machine Learning Applications in Retail Support
⢠Data Analytics for Omnichannel Support: Data Collection and Analysis, Utilizing Customer Data, Creating Actionable Insights
⢠Omnichannel Support Tools and Processes: Ticketing Systems, Live Chat, Social Media Support, Email Management, Telephony Solutions
⢠Change Management and Team Leadership: Managing Organizational Change, Leading Support Teams, Building a Customer-Centric Culture
⢠Communication Skills for Omnichannel Support: Effective Communication Techniques, De-escalation Strategies, Cross-Functional Collaboration
⢠Compliance and Security: Data Privacy Regulations, Information Security Best Practices, Compliance Management in Omnichannel Support
⢠Career Development in Omnichannel Support: Career Paths in Retail Support, Continuing Education, Building a Professional Network
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