In this module, students will be equipped with fundamental knowledge, competencies, and necessary tools to manage customer needs and interactions in the operation management of contact centres. The learning experience for this module is structured around five fundamental domains: Strategy, Technology, People, Processes and Systems, and Standards and Measurements.
Through a comprehensive and hands-on learning approach, students will have opportunities to acquire customer interaction skills and content knowledge, develop a customer-centric mindset and leverage technology to achieve the desired customer experience. The inclusion of an industry project further enhances the authenticity of the learning experience. Through theoretical knowledge with experiential learning gained through this module, students will be better prepared to tackle real-world challenges in this field.