Professional Certificate in Support Analytics for Problem Solving
-- ViewingNowThe 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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⢠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.
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