Global Certificate in Next-Gen Support Analytics
-- ViewingNowThe Global Certificate in Next-Gen Support Analytics is a comprehensive course designed to empower learners with the latest tools and techniques in support analytics. This course emphasizes the importance of data-driven decision making in customer support, teaching learners how to leverage analytics to improve response times, enhance customer satisfaction, and drive business growth.
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โข Foundations of Next-Gen Support Analytics: Introduction to the field, its importance, and applications
โข Data Analysis for Support Professionals: Basics of data analysis, statistics, and data-driven decision making
โข Support Metrics and KPIs: Measuring and tracking support performance, including primary keyword metrics like Customer Satisfaction (CSAT), Net Promoter Score (NPS), and First Response Time (FRT)
โข Predictive Analytics in Support: Utilizing machine learning and AI to predict future support trends and proactively address customer issues
โข Natural Language Processing (NLP) for Support Analytics: Analyzing text data from customer interactions and support tickets
โข Visualization and Reporting for Support Analytics: Presenting data in a clear and understandable format to drive action
โข Data Security and Privacy in Support Analytics: Ensuring customer data is protected and used ethically
โข Integrating Support Analytics in Business Operations: Implementing support analytics data and insights into wider business strategy and decision making
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