Global Certificate in Modern Support Analytics
-- ViewingNowThe Global Certificate in Modern Support Analytics is a comprehensive course designed to equip learners with essential skills for success in today's data-driven economy. This course is critical for individuals seeking to advance their careers in support analytics, as it provides a deep understanding of the latest tools and techniques used to analyze and interpret data in the modern support landscape.
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โข Foundations of Support Analytics – Introduction to support analytics, key metrics, data-driven decision making, and analytics tools.
โข Data Collection and Analysis – Techniques for data collection, cleaning, and analysis, including statistical methods and data visualization.
โข Customer Experience (CX) Analytics – Understanding customer behavior, sentiment analysis, and CX metrics to improve support and drive customer loyalty.
โข Support Ticketing Systems – Overview of ticketing systems, ticket management best practices, and integrating analytics into ticketing workflows.
โข Machine Learning (ML) and Predictive Analytics – Introduction to ML algorithms, predictive modeling, and applying them to support analytics.
โข Multi-Channel Support Analytics – Analyzing support data across multiple channels (email, chat, social media, etc.), and optimizing support strategies for each.
โข Business Intelligence (BI) Tools for Support – Utilizing BI tools to transform support data into actionable insights, and creating custom reports and dashboards.
โข Data Privacy and Security in Support Analytics – Ensuring data privacy, security, and compliance in support analytics, including GDPR, CCPA, and other regulations.
โข Change Management and Communication – Implementing analytics-driven changes, and effectively communicating insights and recommendations to stakeholders.
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