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Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Artificial Intelligence in Contact Centre Management
Customer Experience and Sales|3 days|Classroom or live online
This programme examines how the practice is shifting, and what delegates should adopt, adapt or ignore. It works through upselling and cross selling and consultative selling as they stand today and where they are heading. The shift is worth understanding because sales teams are frequently trained on the product and never on the conversation. Delegates leave able to work confidently with voice of the customer programmes, negotiation in sales and difficult conversations in their own organisation.
What delegates leave able to do
- Review voice of the customer programmes and say plainly whether it is working, measured against the Consumer Protection Act
- Make a decision about negotiation in sales without waiting for a specialist
- Improve difficult conversations within their own organisation
- Bring customer retention into line with current good practice
What the course covers
- Upselling and cross selling
- Consultative selling
- Voice of the customer programmes
- Negotiation in sales
- Difficult conversations
- Customer retention
- Needs analysis
Who should attend
- key account managers
- service desk staff
- sales representatives
- client relationship managers
Fees
| South Africa | R13 000 |
| Elsewhere in Africa and the Gulf | USD 1 500 |
| Live online | USD 900 |
Per delegate, for the full 3 days. Covers tuition, course materials and refreshments. Excludes travel and accommodation. South African courses carry VAT at 15%; on deliveries outside South Africa the VAT position is confirmed on the quotation, because it depends on where your organisation is registered.
Scheduled dates
| 23 to 25 Nov 2026 | Lusaka | USD 1 500 |
| 25 to 27 Jan 2027 | Gaborone | USD 1 500 |
| 22 to 24 Feb 2027 | Harare | USD 1 500 |
| 29 to 31 Mar 2027 | Johannesburg | R13 000 |
| 26 to 28 Apr 2027 | Johannesburg | R13 000 |
| 7 to 9 Jun 2027 | Accra | USD 1 500 |
| 12 to 14 Jul 2027 | Pretoria | R13 000 |
| 16 to 18 Aug 2027 | Cape Town | R13 000 |
| 4 to 6 Oct 2027 | Pretoria | R13 000 |
| 1 to 3 Nov 2027 | Pretoria | R13 000 |
Dates are the published schedule at the time this page was printed. We also run this programme on request, and in-house for a full team.
How to book
Call 069 221 6943 or email info@isptrainings.co.za with the date and the number of delegates. We reply with a written quotation and an invoice. A registration is not a confirmed booking until we confirm it in writing.
Innovative Special Projects|Monday to Friday, 08:00 to 18:00 (SAST)