Conversational Analytics for Contact Centres
Every call and chat is a record of what customers struggle with, and almost none of it is analysed. This course covers turning contact conversations into operational insight.
Course outline
What this programme covers, module by module.
- 01Conversations as the richest record you already hold
- 02Capture, transcription and lawful use of recordings
- 03Classifying contacts by reason rather than by queue
- 04Detecting emerging issues and volume spikes
- 05Measuring resolution, effort and repeat contact
- 06Reducing contact volume at source
- 07Presenting insight to teams who can act on it
What you will gain
- Capture and prepare conversation data lawfully
- Classify contacts by reason rather than by queue
- Detect emerging issues from conversation volume
- Measure resolution and effort from the conversation
- Use findings to reduce contact volume at source
- Present insight to operational teams who can act
Who should attend
- Contact centre managers and analysts
- Customer experience professionals
- Quality and insight teams
- Operations managers owning contact drivers
Upcoming sessions
| Date | City | Duration | Fees | Book |
|---|---|---|---|---|
| 26 to 28 Oct 2026 | Johannesburg | 3 Days | R13,000 | |
| 23 to 25 Nov 2026 | London | 3 Days | US$1,500 | |
| 7 to 9 Dec 2026 | Dubai | 3 Days | US$1,500 | |
| 11 to 13 Jan 2027 | Pretoria | 3 Days | R13,000 | |
| 8 to 10 Feb 2027 | Durban | 3 Days | R13,000 | |
| 20 to 22 Apr 2027 | Cape Town | 3 Days | R13,000 | |
| 28 to 30 Jun 2027 | Johannesburg | 3 Days | R13,000 |
Fees are per delegate and exclude VAT. Public intakes are confirmed once minimum numbers are met. We also deliver this course on your own schedule, in-house or live online.
Enquire about this course
Register your team or ask for a tailored in-house quote. We reply within one working day.
WhatsApp usCourse brochure (PDF)- Fees from
- R13,000 per delegate
- Duration
- 3 Days
- Field
- Artificial Intelligence & Emerging Technology
- Formats
- In-house, public, online
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