Executive Development Programme in Center Operations Excellence
-- ViewingNowThe Executive Development Programme in Center Operations Excellence is a certificate course designed to enhance management skills in center operations. This program emphasizes the importance of efficient center operations in delivering high-quality services and improving overall business performance.
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โข Center Operations Management: Understanding the key principles and best practices for managing a customer service center, including workforce management, quality assurance, and technology platforms.
โข Process Improvement: Implementing process improvement methodologies such as Lean Six Sigma and Kaizen to drive operational efficiency and effectiveness in the customer service center.
โข Customer Experience Management: Designing and delivering a differentiated customer experience that meets or exceeds customer expectations and builds loyalty and retention.
โข Data Analytics: Utilizing data analytics tools and techniques to drive insights and make data-driven decisions in the customer service center.
โข Workforce Optimization: Strategies and techniques for optimizing workforce performance, including training and development, performance management, and coaching.
โข Change Management: Leading and managing change in the customer service center, including communication, resistance management, and sustainability.
โข Quality Assurance: Implementing quality assurance programs to monitor and improve the quality of customer interactions and ensure compliance with regulations and industry standards.
โข Technology & Innovation: Leveraging technology and innovation to drive operational excellence and customer experience, including automation, artificial intelligence, and self-service options.
โข Vendor Management: Best practices for vendor selection, management, and evaluation in the customer service center.
Note: The above list of units is not exhaustive and may vary based on the specific needs and goals of the Executive Development Programme in Center Operations Excellence.
Keywords: Center Operations Management, Process Improvement, Customer Experience Management, Data Analytics, Workforce Optimization, Change Management, Quality Assurance, Technology & Innovation, Vendor Management.
Secondary Keywords: Lean Six Sigma, Kaizen, Workforce Performance, Customer Interactions, Compliance, Automation, Artificial Intelligence, Self-Service Options, Vendor Selection.
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