Excel for Customer Service Professionals

Key skills you need to collect, analyse and communicate the numbers that drive your customer service or call center.

If you want to boost your skills in handling call center and customer service information, then 'Excel for Customer Service Professionals' is for you.

This course will show you step-by-step how to increase your efficiency and accuracy in collecting and analyzing data, creating forecasts and generating clear, meaningful charts and reports.

Based on over ten years of practical classroom and on-the-job training sessions, the course segments and examples are especially designed for professionals working in a customer service or call center environment: supervisors, managers, team leaders and resource planners.

'Excel for Customer Service Professionals' comes with a detailed 215 page eBook and a complete package of 36 Excel software models.

With the companion set of Excel models, you will learn best-practice hands-on skills to:

Collect, analyze and present financial/ operational information from customer service and call centers: including call statistics, customer interactions, efficiency and key result data
Calculate required staffing and resource allocations based on traffic forecasts
Communicate information succinctly and accurately to colleagues, clients and stakeholders.
You can use the eBook and Excel model resources immediately for analyzing call patterns, customer interactions, efficiency and key results, calculating required staffing and resource allocations based on traffic forecasts, and communicating information succinctly and accurately to your colleagues, clients and stakeholders.