Advanced Diploma in Managing the Customer Contact

Next Induction:
5th-7th March 2019

September 2019

Express your interest in this course and we will be in touch to discuss your options.

About the Course

Download the details of the Advanced Diploma programme or the full information about all our University qualifications.

Awarded by Ulster University, this is a hugely exciting opportunity for contact centre planners and analysts to gain externally accredited academic qualifications.

A blend of best practice, practical research and academic rigour, the Advanced Diploma builds upon key concepts and tools understood in the Advanced Certificate, and pushes the development of planning analysts or frontline operational managers. The programme goes beyond theoretical concepts and brings the practical application to each participant, applying the learning to their organisation, measuring effectiveness and results, while still applying advanced principles and academic research in a relevant way.

Please note that if a student has completed the Planning Forum's legacy Foundation Certificate then subject to University Regulations, Accredited Prior Learning may be awarded to allow 'fast track' entry to the Advanced Diploma level. Following completion of this qualification, students are in theory within 12 months of acquiring a BSc Honours degree.

Who is this for?

  • Want a university accredited certificate that recognises your specialist skills?
  • Planning to avoid gaps when your current experts move on?
  • Exploring advanced techniques in data, plans and budget management around the needs of the colleague, customer and ultimately the company?

This programme works outstandingly well for someone who has been in Planning or MI, or operating in other Contact Centre roles such as Team Manager, Operations Manager or other support services for 12 months or more, and for those who want external recognition. We combine intensive online/group training with five months of mentoring and communal activities and assignments, to help developing specialists contribute significantly to the decision making processes and procedures of their current and future organisations.

The programme is a mixture of face to face events, selecting material from the Planning Forum's extensive library of training courses and Best Practice events as well as online seminars and group discussions.  Students will be delivered material to supplement the formal events on a weekly basis, allowing them to complete online study and will be supported by tutorials, discussion forums and other informal contact with course tutors.

Four courses will be studied during the programme.  Each will take a different format and introduce students to various elements of Contact Centres.  For more information on each module click on the links below.

Upon completion of the programme, successful students may go into the final BSc year of the programme. Please note that an element of Accredited Prior Learning may be required subject to University regulations to ensure students have adequate credit points for the award of a BSc degree.

Express your interest in this course and we will be in touch to discuss your options.

Take a look at these articles, videos and links
Advanced Certificate in Managing the Customer Contact
Learning and Development


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