Professional Certificate in Support Analytics for Career Advancement
-- ViewingNowThe Professional Certificate in Support Analytics for Career Advancement is a crucial course designed to equip learners with essential skills for career growth in the support analytics industry. This program emphasizes the importance of data-driven decision-making and problem-solving in technical support roles.
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⢠Introduction to Support Analytics: Understanding the fundamentals of support analytics, its importance, and how it contributes to business growth.
⢠Data Collection and Analysis: Learning the methods and tools for collecting, cleaning, and analyzing support data to derive valuable insights.
⢠Key Metrics in Support Analytics: Identifying and tracking essential metrics like customer satisfaction (CSAT), net promoter score (NPS), and first response time (FRT).
⢠Customer Segmentation and Profiling: Analyzing customer data to segment customers based on behavior, preferences, and needs, and creating customer profiles for personalized support.
⢠Predictive Support Analytics: Utilizing statistical models and machine learning algorithms to predict customer behavior, identify potential issues, and optimize support strategies.
⢠Visualization and Reporting: Presenting support analytics data in a clear and engaging way using charts, graphs, and dashboards to facilitate decision-making.
⢠Integration of Support Analytics in CRM Systems: Integrating support analytics with customer relationship management (CRM) systems to improve customer engagement and support efficiency.
⢠Change Management and Continuous Improvement: Implementing changes based on support analytics insights, and continuously improving support strategies and processes.
⢠Ethics in Support Analytics: Understanding and applying ethical principles in support analytics, including data privacy and security.
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