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?
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
Making more of the richest insight about Customers
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