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Курс от Microsoft
courseraБизнес
Service Operations Management
Курс от MicrosoftО курсе
Optimize customer service delivery by applying operational frameworks, policy controls, and data-driven decision-making. In this course, you will manage ticket routing, analyze SLA performance, evaluate vendor selection decisions, and ensure return and refund compliance. You will learn to build decision matrices, assess post-launch bot performance, audit documentation accuracy, and implement structured queue management strategies. Using CRM systems and service metrics, you will identify operational gaps and design improvement plans that balance efficiency, compliance, and customer satisfaction. Through applied labs and a service optimization project, you will interpret performance indicators and justify operational decisions within realistic business constraints. By the end of this course, you will be able to streamline service workflows and support consistent, policy-aligned service delivery.
Навыки, которые вы освоите
Operations ManagementCustomer Relationship ManagementData EntryService Level AgreementData QualityOperational EfficiencyWorkflow ManagementData ManagementService ManagementData ValidationBusiness MetricsOperationsProcess OptimizationPerformance MeasurementOperational AnalysisPerformance AnalysisService LevelCustomer experience improvementData ProcessingData Analysis
Программа курса
11 модулей · 64 учебных материалов
01Vendor Selection Using Decision Matrices6 материалов
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Microsoft
Преподаватель курса