Executive Development Programme in Customer Support Analytics Strategy
-- ViewingNowThe Executive Development Programme in Customer Support Analytics Strategy is a certificate course designed to empower professionals with essential skills in data-driven decision making for customer support. This program emphasizes the importance of analytics in understanding customer behavior, optimizing support operations, and driving business growth.
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โข Customer Analytics Fundamentals: Understanding the basics of customer analytics, data-driven decision making, and key performance indicators (KPIs) for customer support.
โข Data Collection and Management: Techniques for gathering, cleaning, and organizing data from various customer support touchpoints.
โข Customer Segmentation and Personas: Identifying and categorizing customer groups based on shared characteristics and behavior patterns for tailored support strategies.
โข Voice of the Customer (VoC) Analysis: Extracting insights from customer feedback, surveys, and reviews to improve customer support experiences.
โข Predictive Analytics and Modeling: Leveraging statistical models and machine learning techniques to predict customer behavior, optimize support workflows, and anticipate emerging trends.
โข Customer Journey Mapping: Visualizing and understanding the customer journey to identify pain points, optimize support processes, and enhance overall customer experience.
โข Metrics and Dashboards for Customer Support: Designing and implementing performance measurement tools to track support KPIs, assess team performance, and make data-informed decisions.
โข Change Management and Stakeholder Communication: Strategies for driving organizational change, managing stakeholder expectations, and aligning cross-functional teams on customer support analytics initiatives.
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