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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โข Data Analysis for Support: Understanding the basics of data analysis, data visualization, and data-driven decision making in a support context.
โข 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.
โข Root Cause Analysis: Techniques for identifying the underlying causes of support issues, including the 5 Whys and Ishikawa diagrams.
โข 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.
โข Predictive Analytics for Support: Introduction to predictive analytics and machine learning techniques for support, including regression analysis, decision trees, and natural language processing.
โข Data Storytelling for Support: Techniques for effectively communicating data insights to stakeholders, including data visualization and data narrative.
โข Support Analytics Tools: Hands-on experience with popular support analytics tools, such as Zendesk Explore, Salesforce Analytics Cloud, and Tableau.
โข 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.
โข 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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