Omnichannels CX (OCX)
Omnichannels CX (OCX)
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Omnichannel Customer Experience (OCE) Units of Competency
Generic Competencies
o Demonstrate Interpersonal and Communication Skills.
o Support Innovation and Manage Change.
Sector Specific Competencies
o Comply with Ethical Standards in IT Workplace.
Occupation Specific Competencies
o Interpret Fundamentals of Omnichannel Customer Experience.
o Use CRM Tools and Omnichannel Technologies.
o Demonstrate Multichannel Communication Skills.
o Deliver Customer Service Solutions and Escalation Handling.
o Measure Performance and Implement SLA Management Techniques.
o Maintain Quality Assurance and Compliance Practices.
o Apply AI Tools in Omnichannel Customer Experience.
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