An applied five-day programme focused specifically on Contact Center Quality Management.
This five-day Kaizen European Academy programme is dedicated specifically to Contact Center Quality Management. It develops practical capability in Contact Center Quality through structured explanation, applied tools, realistic scenarios and guided workshops. Participants move from core concepts to hands-on application, performance control and an implementation plan that can be transferred directly to their workplace.
Explain the essential concepts, terminology and professional context of Contact Center Quality Management.
Apply the principal methods and tools used in Contact Center Quality Management.
Analyse realistic situations and make evidence-based decisions related to Contact Center Quality Management.
Evaluate performance, risk and control requirements in Contact Center Quality Management.
Develop a practical implementation or improvement plan for Contact Center Quality Management.
Professionals, specialists, supervisors and managers whose responsibilities involve contact center quality management or who need to build practical capability in this area.
Instructor-led explanation, facilitated discussion, subject-specific case studies, practical templates, individual and group exercises, simulations or technical scenarios where appropriate, peer review and a final implementation workshop.
Explain the essential concepts, terminology and professional context of Contact Center Quality Management. Apply the principal methods and tools used in Contact Center Quality Management. Analyse realistic situations and make evidence-based decisions related to Contact Center Quality Management. Evaluate performance, risk and control requirements in Contact Center Quality Management. Develop a practical implementation or improvement plan for Contact Center Quality Management.
No formal prerequisite is required. Relevant professional experience is helpful; technical courses may assume basic familiarity with the operating environment.
Scope, terminology and professional context of Contact Center Quality Management
Current practices and emerging trends in Contact Center Quality Management
Roles, responsibilities and stakeholder expectations in Contact Center Quality Management
Diagnostic assessment of current Contact Center Quality Management practices
customer expectations
service standards
communication
listening
empathy
complaints
service recovery
difficult customers
contact centres
CRM
journey mapping
service quality
customer satisfaction
loyalty
service KPIs
coaching
Choose one of the next planned European dates, or create a private delivery around your own schedule.
No public date is currently displayed for this programme. Choose the programme, preferred city and approximate dates. We will organise the venue, trainer and delivery format around your requirements.
This programme can be scheduled across our European training destinations. Venue and trainer are confirmed separately for each session.
Final venue, dates and trainer are confirmed when the session is scheduled.