About This Course
Build practical capability for managing contact-centre operations, people, service quality and performance.
Study Mode100% Self-Paced Online
AccessLearn at your own pace
AssessmentOnline knowledge assessment
AwardCISCSM NIGERIA Certificate of Completion
What You Will Learn
- Contact-centre operating models
- Workforce and queue fundamentals
- Service levels and response targets
- Quality assurance
- Agent coaching and performance
- Escalation and complaint management
- Contact-centre KPIs
- Technology, omnichannel service and continuous improvement
Who Should Enrol?
This course is suitable for professionals, managers, team leaders, business owners, graduates and career changers who want practical capability in call centre & contact centre management.
Flexible Professional Learning
Study online at a time and pace that fits your work schedule. The programme is designed for practical application and does not require attendance at scheduled live classes.
Ready to begin?Start your self-paced professional development journey.
Apply for This Course →Need guidance?
Speak with CISCSM NIGERIA before applying or making payment if you need help selecting the appropriate route, membership category or programme.
Contact the Institute