Choose “Save as PDF” as the destination to email Conversational Analytics for Contact Centres to a client.
EasyUphill
CORPORATE DEVELOPMENT
+27 81 041 7673
training@eubiz.co.za
68 Sunstone Street, Germiston, 1401
eubiz.co.za
training@eubiz.co.za
68 Sunstone Street, Germiston, 1401
eubiz.co.za
Artificial Intelligence & Emerging Technology
Conversational Analytics for Contact Centres
Duration
3 Days
Delivery
In-house, public or online
From
R13,000 per delegate
Certificate
On completion
Course overview
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.
What you will be able to do
- 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
Course outline
01
Conversations as the richest record you already hold
02
Capture, transcription and lawful use of recordings
03
Classifying contacts by reason rather than by queue
04
Detecting emerging issues and volume spikes
05
Measuring resolution, effort and repeat contact
06
Reducing contact volume at source
07
Presenting insight to teams who can act on it
Upcoming public sessions
| Dates | Venue | Duration | Fee per delegate |
|---|---|---|---|
| 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 exclude VAT. This course can also be delivered in-house at your premises on dates that suit your team, or live online.
To book or ask for an in-house quote
Reply to the email this brochure came with, call +27 81 041 7673, or visit eubiz.co.za and open this course.
EasyUphill Training & ConsultingTailored training that moves teams forward.
+27 81 041 7673 · training@eubiz.co.za
68 Sunstone Street, Germiston, 1401 · eubiz.co.za
68 Sunstone Street, Germiston, 1401 · eubiz.co.za