In conversations, you hear what is said and what is not said if you listen
"Conversation Analysis and Improvement will be a key focus moving forward"
Conversation is designed to be understood – that is its purpose
Conversation is the single richest source of actionable customer insight available to every organisation that can change outcomes. It is also the most underused.
Start by learning how to manage and how to change customer conversations. Learn about the different tools and techniques as well as how to use them
Level 2 - Managing Customer Conversation Certificate
Next course available digitally available on request
Level 1 - 4
1 - Emotions
2 - Conversations
3 - Habits
4 - Experiences
Academically and professionally recognised around the world.
Improve the conversations in your Contact Centres reducing cost and increasing the value of contact for your customers and agents.
Conversations are the richest and most available source of insight available
Who is this course for
Contact Centre Managers
Customer Experience Professionals
Trainers and LMS Managers
Insight Analysists and Managers
Business and Digital Transformation Professionals
Use your Customer Conversations to improve your business performance. Comparing good calls with bad calls as part of continuous improvement
Learn how to use produce thousands of data points from conversations to create measurable improvements
Reduce the number of angry calls you have to deal with - calm down angry customers and turn them in to fans
If you use your contact centre to produce revenue then improvement means revenue
What do you get?
A practical way to score conversations within your customer experiences
Work at your own pace
16 hours of tutorial materials
16 hours of assignments
The rest is up to you
Tools and lots of reference materials all linked together so you decide how much study you do
Each section marked by milestone assignments
Join digital conversations with experts and other students
Tutorial support from the original designer of e-maths and top tutor
Practical skill and Recognised Level 2 Professional Qualification
Introduction to conversation improvement
The basic principles of conversation science that you will become familiar with during your training.
The course is about understanding what is said and what is not said
Basic patterns of conversation
There are 14 patterns that we use to improve conversations. From listening for phrases like "I don't understand" to angry or excited speech.
We help you review all the different types of technology there are in the market and the different things they measure. From surveys to sentiment analysis. We provide you with the tools that you use to score conversations and then show you how to use them.
Changing outcomes and finding quick wins
Once you have the tools and the training we work through examples to make sure that you can make the right decisions about improvements
Understanding Emotions and Feelings
Feelings and emotions are at the heart of every conversation and they drive costs and revenues. We connect the emotions in the conversations to create actionable insight and show you how!
Continuous Improvement Plan
In the last module, you bring together all of the parts into a plan that provides the basis for your certification and list of things you can start doing tomorrow.
Learn something you can use tomorrow?
Science of outcomes
What did this group say
It was more than useful
It's extraordinary that a simple shift in mindset can radically alter your complete view
the first time we changed a call with agents it saved us thousands of Euros - brilliant and an ROI!!!!!
he really cares about his students and their outcomes.....simply the best