Experience Analysis and Design
Technology & Behavioural Science - PX, CX, EX
Transformation Strategy in an Omni-Channel world
Personal Therapy Design
What can we improve today?
"Experience Analysis will be one of the highest new area's of spend by 2023"
Customer Emotions are a key part of measuring and managing conversations. In Contact Centres we talk about everything with customers staff and other stakeholders - understanding conversation is vital to improving value!
Are you willing to learn how to manage customer emotions and change conversations?
Are you willing to learn about the different tools and techniques available as well as how to use them?
Are you willing to learn?
CERTIFICATION 2019 Athens group
Now Going Digital
Making more of the richest insight about Customers
Experience Improvement Certification
Level 1 - 4
1 - Emotions
2 - Conversations
3 - Habits
4 - Experiences
Academically and professionally recognised around the world.
Level 1 - Managing Customer Emotions Certificate
Next course Ask for details
Who is this course for
Contact Centre Managers
Customer Experience Professionals
Trainers and LMS Managers
Insight Analysts 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 emotions within your customer experiences
Work at your own pace
8 hours of tutorial materials
8 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
A practical skill and Recognised Professional Qualification
Introduction to feelings
How do we think about things and what is a perfect 10? How do we think about our feelings and how do we talk about them.
We review all the different types of technology there are in the market and the different things they measure. From sound waves and surveys to sentiment analysis and clusters of AI. We provide you with the tools that you use to score conversations and then show you how to use them.
Active and passive emotions
There are 5 basic emotional states in the sense of outcomes. Something is either passive or active and if it active then how much so? You learn about the science of measuring feelings.
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
Each type of feeling has a series of common characteristics. This module breaks down the detail of these characteristics.
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.
What did this group say
92% went on to Level 2 Qualification
Best course ever
it has been an inspiration
the first time we changed a call with agents it saved us thousands of Euros - brilliant and an ROI!!!!!
this really changed how we think about phone calls and customer experience
....this has changed the way we will think about patterns of conversations tomorrow