Professional Certificate in Customer Support Metrics & Analysis
-- ViewingNowThe Professional Certificate in Customer Support Metrics & Analysis is a crucial course for professionals seeking to excel in customer support roles. This certificate program focuses on the importance of data-driven decision making in customer support, teaching learners how to analyze customer support metrics and apply data insights to improve customer satisfaction and loyalty.
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โข Introduction to Customer Support Metrics
โข Key Customer Support Metrics to Track
โข Customer Satisfaction (CSAT) Score: Measurement & Analysis
โข Net Promoter Score (NPS): Understanding & Calculation
โข First Response Time (FRT) & Resolution Time (RT) Analysis
โข Customer Effort Score (CES) & Its Importance
โข Churn Rate, Retention Rate, & Their Impact on Business
โข Analyzing Ticket Trends & Root Cause Analysis
โข Creating a Balanced Scorecard for Customer Support
โข Leveraging Data Visualization for Customer Support Metrics
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