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Diploma of Customer Engagement

Diploma of Customer Engagement



  • Course Code:
  • Course Duration:
    Maximum 12 months (with option to fast-track)
  • Start Date:
    Enrol Anytime
  • RPL / Skills Recognition:
    Yes for eligible students. (Click here for details.)
  • Government Funding:
  • Provider:
    Wise Education Group
  • Available for Study:
  • Nationally Accredited:

Enrol at 20% off

FROM: $3,968.65



Enrol in Instalments

TOTAL: $3,968.65



  • Contact centre manager
  • Customer contact segment manager
  • Quality assurance officer
  • Customer contact coach
  • Analyst
  • Scheduler
  • Complex enquiry customer contact manager

    All these Core and Elective Units must be completed to receive your qualification:

    Core units

    BSBCUE504 Integrate customer engagement within the organisation

    BSBLED501 Develop a workplace learning environment

    BSBMGT516 Facilitate continuous improvement

    Elective units

    BSBCUS501 Manage quality customer service

    BSBSLS501 Develop a sales plan

    BSBWHS501 Ensure a safe workplace

    BSBCUE403 Schedule customer engagement activity

    BSBWOR502 Lead and manage team effectiveness

    BSBHRM405 Support the recruitment, selection and induction of staff

    BSBCUE407 Administer customer engagement technology

The learning outcomes of this course include:

  • Communication - transferring information centre's operational plans, goals, new products and services to team and project members; reading and interpreting a range of reports and information; writing team and project plans, documents and reports
  • Teamwork - developing a team culture and identity, managing a team and applying knowledge of one’s own role to achieve team goals; working with diverse persons and groups
  • Problem-solving - analysing information and reports, dealing with complex customer complaints and escalations; working through alternatives and improvements
  • Initiative and enterprise - contributing to suggestions for improvements to products, services and processes; supporting operational plans and organisational goals
  • Planning and organising - developing team plans, managing learning and development plans for team members and planning team resources, targets and performance levels
  • Self-management - managing own performance and motivating others, managing own time and work priorities and managing stress in the workplace
  • Learning - learning new ideas, skills and techniques; providing appropriate information on systems, products and services to team members
  • Technology - using electronic communication devices and processes to support team management, i.e. internet, intranet, telephony equipment, software packages, enterprise systems and email; using technology to assist the manipulation of information and to maximise performance

    No entry requirements.