Executive Development Programme in Strategic Customer Support Analytics
-- ViewingNowThe Executive Development Programme in Strategic Customer Support Analytics is a certificate course designed to empower professionals with the necessary skills to drive data-driven decision-making in customer support. In today's digital age, businesses generate an enormous amount of customer data, making it essential for professionals to analyze and interpret this data to enhance customer support and drive growth.
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โข Strategic Customer Support Analytics Overview: Understanding the importance of data-driven decision making in customer support, key metrics, and analytical tools.
โข Customer Segmentation and Profiling: Identifying and understanding customer segments, behavior patterns, and support needs for targeted strategies.
โข Customer Lifetime Value (CLV) Analysis: Measuring and optimizing the value of customers throughout their journey, and its impact on support and revenue.
โข Predictive Analytics in Customer Support: Applying machine learning and statistical models for anticipating customer issues, optimizing support channels, and reducing churn.
โข Multi-Channel Support Analytics: Evaluating and optimizing support performance across various channels, including email, phone, chat, and social media.
โข Quality Assurance and Process Improvement: Implementing quality control programs and continuous improvement strategies for customer support processes.
โข Voice of the Customer (VoC) Programs: Collecting, analyzing, and acting upon customer feedback for enhancing support and overall experience.
โข Support Analytics and Business Intelligence Integration: Integrating support analytics with broader business intelligence efforts for strategic decision making.
โข Data Visualization and Storytelling: Presenting support analytics insights in an engaging and actionable manner for stakeholders.
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