It would cover IP networking, VoIP and telephony. It would teach students about AI and its applications in all aspects of compliance, optimisation, training, CSAT improvement, translation; and enough maths to understand queue behaviour under pressure. Contact centres often have high turnover / transient staff, unique training needs and large numbers of staff, so there should be a strong HR component. Perhaps there should be units on contract negotiation, sales techniques and other parts from a business degree.
I was thinking about this yesterday when I was creating an assignment for my students where they have to write a telephony speech recognition and intent detection system for a contact centre. I realised I would need to explain a few background concepts (e.g. like call routing and queueing)... and it quickly snowballed into "there's actually quite a lot of stuff to know in order to understand a modern contact centre".
Everyone I know had to learn everything about contact centre management on-the-job. Every call centre I know of has people in it studying part-time to get a degree in something other than their current occupation.
Why is a Bachelor of Call Centre Administration not a thing?
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