Global Certificate in Advocacy for Customer Service Tech
-- ViewingNowThe Global Certificate in Advocacy for Customer Service Tech is a vital course designed to empower professionals with the skills to advocate for customer service technology. This certification bridges the gap between technology and customer service, addressing the growing industry demand for experts who can drive successful customer service technology implementations.
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⢠Customer Advocacy Fundamentals: Understanding the role and importance of customer service technology advocacy, customer needs and pain points, and the impact of advocacy on customer loyalty and business growth.
⢠Customer Service Technology Landscape: Overview of various customer service technologies, including helpdesk software, chatbots, AI, and CRM systems, and their role in enhancing customer experience.
⢠Advocacy through Helpdesk Software: Best practices for using helpdesk software to advocate for customers, including ticket management, automation, and reporting.
⢠Chatbot and AI Advocacy: Utilizing chatbots and AI to provide personalized and efficient customer service, including designing conversations, integrating with existing systems, and measuring performance.
⢠CRM and Data-Driven Advocacy: Leveraging CRM systems and data analytics to understand customer behavior, preferences, and pain points, and using this information to provide proactive and personalized customer service.
⢠Customer Advocacy Metrics and KPIs: Measuring the success of customer service technology advocacy, including metrics such as customer satisfaction (CSAT), net promoter score (NPS), and first response time (FRT).
⢠Creating a Customer-Centric Culture: Building a customer-centric culture within an organization, including training and development, communication, and incentives.
⢠Change Management and Adoption: Managing change and driving adoption of new customer service technologies, including stakeholder engagement, communication planning, and training.
⢠Future Trends in Customer Service Technology: Exploring emerging trends and future developments in customer service technology, including automation, personalization, and self-service.
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