Advanced Certificate in Customer Service Transformation through Automation
-- ViewingNowThe Advanced Certificate in Customer Service Transformation through Automation is a comprehensive course designed to equip learners with the essential skills needed to thrive in today's automated customer service landscape. This course emphasizes the importance of automation in enhancing customer experience, reducing costs, and increasing efficiency in customer service operations.
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⢠Automation Fundamentals: Understanding the basics of automation and how it can be applied in a customer service setting. This unit will cover topics such as automation tools, workflow design, and process optimization.
⢠Customer Service Transformation: Examining the impact of automation on customer service and the steps required to successfully transform a customer service operation through automation. This unit will cover topics such as change management, stakeholder engagement, and customer experience design.
⢠Artificial Intelligence (AI) in Customer Service: Delving into the role of AI in customer service automation, this unit will cover topics such as natural language processing, machine learning, and chatbots.
⢠Data Analytics for Customer Service Automation: Exploring the importance of data in customer service automation and the role of data analytics in driving continuous improvement. This unit will cover topics such as data collection, analysis, and visualization, as well as the use of data to drive decision making.
⢠Robotic Process Automation (RPA) in Customer Service: Examining the use of RPA in customer service automation, this unit will cover topics such as RPA tools, use cases, and best practices for implementation.
⢠Workflow Management and Orchestration: Understanding the importance of workflow management and orchestration in customer service automation and the role of tools such as business process management (BPM) and case management.
⢠Customer Service Metrics and KPIs: Identifying and tracking the key metrics and KPIs for customer service automation, this unit will cover topics such as service level agreements (SLAs), customer satisfaction (CSAT), and net promoter score (NPS).
⢠Security and Compliance in Customer Service Automation: Ensuring the security and compliance of customer service automation, this unit will cover topics such as data privacy, regulatory compliance, and incident management.
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