Global Certificate in Customer Support Analytics Fundamentals
-- ViewingNowThe Global Certificate in Customer Support Analytics Fundamentals is a comprehensive course designed to equip learners with essential skills for career advancement in the rapidly evolving field of customer support analytics. This course emphasizes the importance of data-driven decision-making in customer support and equips learners with the necessary tools and techniques to analyze customer support data and extract valuable insights.
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โข Introduction to Customer Support Analytics – Overview, Importance, and Key Concepts
โข Data Collection Techniques – Metrics, KPIs, and Data Sources
โข Data Analysis Fundamentals – Descriptive, Diagnostic, Predictive, and Prescriptive Analysis
โข Customer Support Software – Ticketing Systems, CRM, and Helpdesk Tools
โข Data Visualization Techniques – Dashboards, Reports, and Insights
โข Customer Segmentation – Demographics, Behavior, and Needs Analysis
โข Customer Journey Mapping – Touchpoints, Pain Points, and Opportunities
โข Performance Measurement – CSAT, NPS, and Churn Rate
โข Process Improvement Strategies – Root Cause Analysis, Six Sigma, and Lean Methodologies
โข Data-Driven Decision Making – Strategy, Planning, and Execution
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