Global Certificate in Voice of Customer Analytics: Results-Oriented
-- ViewingNowThe Global Certificate in Voice of Customer (VoC) Analytics is a results-oriented certificate course that equips learners with essential skills for career advancement. This program emphasizes the importance of VoC analytics in today's customer-centric business environment, where understanding customer needs and preferences is crucial for success.
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โข Voice of Customer (VoC) Program Development: This unit will cover best practices for developing a VoC program, including defining program goals, selecting methodologies, and creating processes for data collection and analysis.
โข Data Collection Methods: This unit will explore various data collection methods for VoC analytics, including surveys, social media monitoring, and customer feedback forums. It will also cover the advantages and disadvantages of each method.
โข Data Analysis Techniques: This unit will teach various data analysis techniques, including text analytics, sentiment analysis, and trend analysis. It will also cover how to interpret the data to derive insights.
โข Customer Journey Mapping: This unit will cover how to use VoC data to create customer journey maps, which can help organizations understand the customer experience across multiple touchpoints and identify areas for improvement.
โข VoC Metrics and Reporting: This unit will cover how to develop and use VoC metrics, such as Net Promoter Score (NPS), Customer Effort Score (CES), and Customer Satisfaction (CSAT). It will also teach how to create and present VoC reports to stakeholders.
โข VoC Integration with CRM and Other Systems: This unit will cover how to integrate VoC analytics with CRM systems and other software to automate data collection, analysis, and reporting.
โข VoC Program Management: This unit will cover best practices for managing a VoC program, including resource allocation, training, and continuous improvement. It will also cover how to ensure the program aligns with overall business objectives and strategies.
โข Ethical Considerations in VoC Analytics: This unit will cover ethical considerations in VoC analytics, including data privacy, data security, and informed consent. It will also teach how to ensure that VoC analytics are used in a fair and unbiased manner.
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