Certificate in Customer Service Analytics for Enhanced Performance
-- ViewingNowThe Certificate in Customer Service Analytics for Enhanced Performance course is a valuable program designed to equip learners with essential skills in customer service analytics. In today's data-driven world, understanding customer behavior and preferences is crucial for business success.
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⢠Introduction to Customer Service Analytics - Understanding the basics, importance, and benefits of using data and analytics in customer service.
⢠Data Collection Techniques - Identifying and gathering relevant data from various sources for customer service analysis.
⢠Data Analysis Tools and Techniques - Learning about popular tools and techniques for analyzing customer service data, such as statistical analysis, text mining, and sentiment analysis.
⢠Customer Service Metrics - Defining and measuring key performance indicators (KPIs) in customer service, such as customer satisfaction (CSAT), net promoter score (NPS), and first response time (FRT).
⢠Customer Segmentation and Personalization - Segmenting customers based on their behavior, preferences, and needs, and personalizing customer service strategies accordingly.
⢠Customer Journey Mapping - Visualizing the customer journey and identifying opportunities for improvement and optimization.
⢠Data Visualization and Reporting - Presenting customer service data and insights in a clear and actionable way to stakeholders and decision-makers.
⢠Data-Driven Decision Making - Applying data insights to make informed decisions about customer service strategy, processes, and technology.
⢠Ethics and Data Privacy - Ensuring the responsible and ethical use of customer data in analytics and decision-making.
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