Digital Transformation 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 customer journey mapping and service standards 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, sales forecasting and consultative selling in their own organisation.

What delegates leave able to do

Take ownership of voice of the customer programmes rather than escalating it, measured against recognised service design practice
Put sales forecasting on a footing they can defend to a reviewer
Review consultative selling and say plainly whether it is working
Improve complaint handling within their own organisation

What the course covers

Customer journey mapping
Service standards
Voice of the customer programmes
Sales forecasting
Consultative selling
Complaint handling
Objection handling

Who should attend

customer service managers
key account managers
sales representatives
contact centre team leaders

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

30 Nov to 2 Dec 2026	Windhoek	USD 1 500
1 to 3 Feb 2027	Windhoek	USD 1 500
15 to 17 Mar 2027	Cape Town	R13 000
19 to 21 Apr 2027	Cape Town	R13 000
17 to 19 May 2027	Dubai	USD 1 500
28 to 30 Jun 2027	Nairobi	USD 1 500
2 to 4 Aug 2027	Online	USD 900
30 Aug to 1 Sep 2027	Cairo	USD 1 500
11 to 13 Oct 2027	Nairobi	USD 1 500
29 Nov to 1 Dec 2027	Johannesburg	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)