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In conversations, you hear what is said and what is not said if you listen

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"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


Making more of the richest insight about Customers

Level 2 - Managing Customer Conversation Certificate

Next course available digitally available on request



Improvement Certification 

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
Team Leaders
Quality Assurance 
Customer Experience Professionals
Digital Professionals
HR Professionals
Trainers and LMS Managers
Insight Analysists and Managers
Business and Digital Transformation Professionals
Marketing Professionals

Contact Centre

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 

Support Calls

Reduce the number of angry calls you have to deal with - calm down angry customers and turn them in to fans

Sales Calls

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

Mobile-Friendly Format


Guest Experts

Practical skill and Recognised Level 2 Professional Qualification

Course Modules
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Module 1
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
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Module 2 
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.
Module 4
Scoring Conversations
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.
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Module 5
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
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Module 3
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! 
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Module 6 
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.
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