Professional Certificate in Support Analytics for Problem Solving
-- viendo ahoraThe Professional Certificate in Support Analytics for Problem Solving is a vital course designed to equip learners with essential skills in support analytics. This program is critical in the current industry landscape, where businesses prioritize data-driven decision-making and problem-solving.
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Detalles del Curso
• Data Analysis for Support: Understanding the basics of data analysis, data visualization, and data-driven decision making in a support context.
• Support Metrics and KPIs: Defining and measuring key performance indicators (KPIs) for support teams, including metrics such as first response time, resolution time, and customer satisfaction.
• Root Cause Analysis: Techniques for identifying the underlying causes of support issues, including the 5 Whys and Ishikawa diagrams.
• Problem Solving Methodologies: An overview of structured problem solving methodologies, such as the DMAIC (Define, Measure, Analyze, Improve, Control) framework and the PDCA (Plan, Do, Check, Act) cycle.
• Predictive Analytics for Support: Introduction to predictive analytics and machine learning techniques for support, including regression analysis, decision trees, and natural language processing.
• Data Storytelling for Support: Techniques for effectively communicating data insights to stakeholders, including data visualization and data narrative.
• Support Analytics Tools: Hands-on experience with popular support analytics tools, such as Zendesk Explore, Salesforce Analytics Cloud, and Tableau.
• Data Security and Privacy for Support Analytics: Understanding of the data security and privacy considerations for support analytics, including data classification, access control, and compliance with regulations such as GDPR and CCPA.
• Change Management in Support Analytics: Techniques for managing change and continuous improvement in support analytics, including stakeholder management, communication planning, and resistance management.
Note: The above list of units is not in a specific order, and it can vary based on the course requirements or the organization's needs.
Trayectoria Profesional
Requisitos de Entrada
- Comprensión básica de la materia
- Competencia en idioma inglés
- Acceso a computadora e internet
- Habilidades básicas de computadora
- Dedicación para completar el curso
No se requieren calificaciones formales previas. El curso está diseñado para la accesibilidad.
Estado del Curso
Este curso proporciona conocimientos y habilidades prácticas para el desarrollo profesional. Es:
- No acreditado por un organismo reconocido
- No regulado por una institución autorizada
- Complementario a las calificaciones formales
Recibirás un certificado de finalización al completar exitosamente el curso.
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Preguntas Frecuentes
Tarifa del curso
- 3-4 horas por semana
- Entrega temprana del certificado
- Inscripción abierta - comienza cuando quieras
- 2-3 horas por semana
- Entrega regular del certificado
- Inscripción abierta - comienza cuando quieras
- Acceso completo al curso
- Certificado digital
- Materiales del curso
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