Professional Certificate in Tech Support Call Center Operations
-- ViewingNowThe Professional Certificate in Tech Support Call Center Operations is a vital course designed to empower learners with essential skills for success in the rapidly evolving tech support industry. This program, comprising 18-20 hours of high-quality content, covers key topics such as call center operations, customer service, problem-solving, and communication.
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⢠Call Center Operations Fundamentals: Understanding the basics of call center operations, including metrics, quality assurance, and workforce management.
⢠Customer Service Skills: Developing essential customer service skills, such as active listening, empathy, and effective communication.
⢠Technical Troubleshooting: Learning the principles of technical troubleshooting, including problem identification, solution implementation, and follow-up.
⢠Call Center Software and Tools: Familiarizing with various call center software and tools, such as CRM systems, helpdesk platforms, and call logging software.
⢠Data Security and Compliance: Understanding the importance of data security and compliance in call center operations, including PCI-DSS, GDPR, and HIPAA.
⢠Quality Assurance and Performance Improvement: Implementing quality assurance strategies and performance improvement plans to enhance call center operations and customer experience.
⢠Workforce Management and Capacity Planning: Managing call center workforce and capacity planning, including scheduling, forecasting, and intraday management.
⢠Disaster Recovery and Business Continuity Planning: Developing disaster recovery and business continuity plans to ensure call center operations during unforeseen events.
⢠Stakeholder Management and Communication: Building effective relationships with internal and external stakeholders, such as team members, management, and vendors.
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