Advanced Certificate in Customer Service Performance Metrics

-- ViewingNow

The Advanced Certificate in Customer Service Performance Metrics is a comprehensive course designed to enhance your understanding of customer service and its impact on business performance. This certificate program focuses on the importance of measuring and analyzing customer service metrics to drive strategic decisions and improve overall customer experience.

5.0
Based on 7,371 reviews

3,140+

Students enrolled

GBP £ 140

GBP £ 202

Save 44% with our special offer

Start Now

이 과정에 대해

In today's competitive market, there is a high demand for professionals who can effectively manage customer service operations and leverage data-driven insights to optimize performance. This course equips learners with essential skills in customer service analytics, performance measurement, and strategic decision-making. By completing this program, learners will be able to demonstrate a deep understanding of customer service best practices, utilize performance metrics to drive business results, and communicate insights effectively to stakeholders. These skills are crucial for career advancement in customer service management, operations, and analytics roles, making this course an excellent investment for professionals looking to grow in their careers.

100% 온라인

어디서든 학습

공유 가능한 인증서

LinkedIn 프로필에 추가

완료까지 2개월

주 2-3시간

언제든 시작

대기 기간 없음

과정 세부사항

• Customer Service Metrics Fundamentals: Understanding Key Performance Indicators (KPIs), Service Level Agreements (SLAs), and the importance of data-driven decision making.
• Quality Assurance in Customer Service: Evaluating customer interactions, implementing quality assurance programs, and ensuring consistent service delivery.
• Customer Satisfaction Surveys: Designing and implementing customer satisfaction surveys, analyzing results, and applying feedback to improve service.
• First Contact Resolution: Defining first contact resolution, measuring its impact, and implementing strategies to improve.
• Customer Effort Score: Understanding the concept of Customer Effort Score, measuring it, and reducing customer effort to improve loyalty.
• Net Promoter Score: Exploring Net Promoter Score (NPS), its importance in customer service, and strategies for improvement.
• Call Center Metrics: Analyzing call center metrics such as Average Handle Time (AHT), Average Speed of Answer (ASA), and Call Abandonment Rate.
• Chat & Email Metrics: Measuring the effectiveness of chat and email support, including First Response Time (FRT), Resolution Time, and Customer Satisfaction (CSAT).
• Social Media Metrics: Tracking and measuring social media customer service performance, including Response Time, Sentiment Analysis, and Share of Voice.
• Data Visualization & Reporting: Presenting customer service metrics in a clear and actionable way, and using data visualization tools for effective reporting.

경력 경로

The Advanced Certificate in Customer Service Performance Metrics focuses on enhancing the skills and knowledge required for effective customer service across various industries. This certificate program covers job market trends, salary ranges, and skill demand analysis for UK professionals. Customer Service Software: With the growing importance of technology in customer service, understanding and utilizing customer service software is vital. This skill is in demand by 25% of employers. Communication Skills: Effective communication is the foundation of great customer service. Employers seek candidates with excellent written and verbal communication skills, which accounts for 30% of the demand. Conflict Resolution: Handling difficult situations and maintaining a positive relationship with customers is essential. This skill is demanded by 15% of employers. Empathy: Connecting with customers and understanding their needs is crucial for successful customer interactions. Empathy is a critical skill, demanded by 20% of employers. Product Knowledge: Having a deep understanding of the products and services offered is necessary for providing accurate and helpful information to customers. This skill accounts for 10% of the demand.

입학 요건

  • 주제에 대한 기본 이해
  • 영어 언어 능숙도
  • 컴퓨터 및 인터넷 접근
  • 기본 컴퓨터 기술
  • 과정 완료에 대한 헌신

사전 공식 자격이 필요하지 않습니다. 접근성을 위해 설계된 과정.

과정 상태

이 과정은 경력 개발을 위한 실용적인 지식과 기술을 제공합니다. 그것은:

  • 인정받은 기관에 의해 인증되지 않음
  • 권한이 있는 기관에 의해 규제되지 않음
  • 공식 자격에 보완적

과정을 성공적으로 완료하면 수료 인증서를 받게 됩니다.

왜 사람들이 경력을 위해 우리를 선택하는가

리뷰 로딩 중...

자주 묻는 질문

이 과정을 다른 과정과 구별하는 것은 무엇인가요?

▼

과정을 완료하는 데 얼마나 걸리나요?

▼

WhatSupportWillIReceive

▼

IsCertificateRecognized

▼

WhatCareerOpportunities

▼

언제 코스를 시작할 수 있나요?

▼

코스 형식과 학습 접근 방식은 무엇인가요?

▼

코스 수강료

가장 인기
뚠뼸 경로: GBP £140
1개월 내 완료
가속 학습 경로
  • 죟 3-4시간
  • 쥰기 인증서 배송
  • 개방형 등록 - 언제든지 시작
Start Now
표준 모드: GBP £90
2개월 내 완료
유연한 학습 속도
  • 죟 2-3시간
  • 정기 인증서 배송
  • 개방형 등록 - 언제든지 시작
Start Now
두 계획 모두에 포함된 내용:
  • 전체 코스 접근
  • 디지털 인증서
  • 코스 자료
올인클루시브 가격 • 숨겨진 수수료나 추가 비용 없음

과정 정보 받기

상세한 코스 정보를 보내드리겠습니다

회사로 지불

이 과정의 비용을 지불하기 위해 회사를 위한 청구서를 요청하세요.

청구서로 결제

경력 인증서 획득

샘플 인증서 배경
ADVANCED CERTIFICATE IN CUSTOMER SERVICE PERFORMANCE METRICS
에게 수여됨
학습자 이름
에서 프로그램을 완료한 사람
London School of International Business (LSIB)
수여일
05 May 2025
블록체인 ID: s-1-a-2-m-3-p-4-l-5-e
이 자격증을 LinkedIn 프로필, 이력서 또는 CV에 추가하세요. 소셜 미디어와 성과 평가에서 공유하세요.
SSB Logo

4.8
새 등록
→ 과정 보기