Professional Certificate in Essential Customer Service Analytics Skills
-- ViewingNowThe Professional Certificate in Essential Customer Service Analytics Skills course is a comprehensive program designed to equip learners with the necessary skills to excel in the field of customer service analytics. This course is of paramount importance in today's business landscape, where customer satisfaction is a critical differentiator.
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โข Introduction to Customer Service Analytics: Understanding the basics of customer service analytics, its importance, and how it can help improve overall customer experience.
โข Data Collection Techniques: Learning various methods to collect customer service data, including surveys, interviews, and social media monitoring.
โข Data Analysis Tools: Getting familiar with different tools and software used for customer service analytics, such as Tableau, Power BI, and Google Analytics.
โข Key Metrics in Customer Service: Identifying and understanding essential metrics, such as customer satisfaction (CSAT), net promoter score (NPS), and customer effort score (CES).
โข Customer Segmentation: Learning how to segment customers based on various factors, such as demographics, behavior, and feedback, to provide personalized customer service.
โข Data Visualization: Understanding how to present data in a clear and concise manner to facilitate decision-making.
โข Customer Journey Mapping: Learning how to map the customer journey and identify pain points and opportunities for improvement.
โข Predictive Analytics: Getting familiar with predictive analytics techniques and how they can be used to anticipate customer needs and improve customer service.
โข Data-Driven Decision Making: Understanding how to use customer service analytics to make informed decisions and drive business growth.
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