Contact centres shape customer experience at scale. This course covers contact centre strategy, workforce management, forecasting and scheduling, quality assurance, agent coaching and engagement, omnichannel service, technology and performance metrics.
Download the full standard outline: why attend, methodology, objectives, audience, competencies, the daily outline and current plans.
Balancing service levels, costs and agent wellbeing is a constant challenge. This course gives contact centre leaders practical tools to improve performance.
The programme explores practical approaches to the following challenges. Results depend on how the learning is applied in your organisation.
The course uses workforce planning exercises, quality calibration sessions, case studies and KPI workshops.
By the end of this course, participants will be able to:
This course is suitable for:
Participants will develop competencies in:
A focused, practical outline with time to explore, apply and reflect.
The timings provided are estimates and may vary depending on the number of participants and the discussions taking place during the sessions. They are indicative only and do not constitute a binding commitment.
Confirmed dates accept registration requests. Tentative dates are enquiry only.
Our classroom programmes combine facilitated discussion, case studies, exercises and reflection. The precise format will be confirmed before enrolment.
Yes, you can enquire about a tailored programme. Share your goals, group size and preferred dates with our learning team.
Participants who complete the programme receive a Smart Horizon UK certificate of attendance. Smart Horizon UK programmes are not externally accredited and do not award a professional qualification, licence or designation. Where a course title or outline refers to a professional certification (for example, AACE International's Certified Cost Professional), the programme supports learning and preparation only; the credential itself is awarded solely by the relevant professional body under its own application and examination requirements.
Please confirm the session, exact venue, accessibility arrangements, fees and any visa requirements with the team before arranging travel. Tentative dates are not confirmed sessions.
