Klarheit
Customer Service

Contact Centre Management and Performance

A results focused programme in customer service, built around the real challenges professionals face in Contact Centre Management and Performance.

3 daysClassroomOnline
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Overview

Contact Centre Management and Performance has been developed to give participants a clear, structured grounding in customer service. Drawing on established frameworks and current industry practice, the programme helps delegates make sense of complex material and apply it with confidence.

By the end of the programme, participants will have the confidence and practical grounding to take on greater responsibility for customer service within their organisation.

Course objectives

  • Assess risk and compliance considerations relevant to customer service.
  • Build a personal action plan for applying Contact Centre Management and Performance back at work.
  • Evaluate current approaches to customer service and identify areas for improvement.
  • Develop the tools and templates needed to support customer service in practice.
  • Coordinate cross functional efforts that depend on strong customer service.
  • Apply core customer service principles and best practice to real workplace challenges.
  • Design practical plans that put customer service frameworks into action.

Who should attend

  • Supervisors seeking to strengthen their customer service capability
  • Senior executives shaping organisational strategy around customer service
  • Cross functional team members collaborating on customer service projects
  • Professionals transitioning into customer service focused roles
  • Officers and coordinators working directly in customer service

Course outline

Module 1: Foundations of Customer Service

  • Capture lessons learned and share them with the wider group
  • Discuss current trends and the future direction of customer service
  • Assess the resourcing and budget implications of proposed changes
  • Map out a communication plan for engaging key stakeholders
  • Unpack a short reading and relate it back to daily practice

Module 2: Data, Metrics and Performance Measurement

  • Analyse a real organisational setback and extract the lessons learned
  • Benchmark current practice against recognised industry standards
  • Practice giving and receiving structured peer feedback
  • Walk through a step by step implementation checklist

Module 3: Planning and Implementation

  • Set measurable goals and success criteria for the weeks ahead
  • Break into syndicate groups to work through a realistic case study
  • Review sample templates and adapt them for your own organisation

Module 4: Tools and Techniques for Customer Service

  • Compare approaches used across different organisations
  • Identify early warning signs of common project or process failures
  • Review recent research and thought leadership shaping customer service

Module 5: Action Planning and Implementation

  • Consider the ethical dimensions of decisions made in customer service
  • Draft key performance indicators to monitor progress
  • Prioritise competing demands using a simple decision framework
  • Work through practical exercises and small group discussion
  • Practice using relevant tools, templates and checklists

Training methodology

  • Uses practical templates, checklists and tools that delegates can apply immediately.
  • Reinforced with real world case studies drawn from relevant industries and regions.
  • Combines short input sessions with structured workshop activities.
  • Encourages active participation through scenario based problem solving.

Accreditation

Delegates who complete Contact Centre Management and Performance receive a Klarheit Certificate of Completion, recognising the hours of training undertaken and the topics covered. Certificates are issued at the close of the programme and can be used to support continuing professional development records.

Schedule

Upcoming sessions

Choose the city, date and delivery mode that works best for you or your team.

Live OnlineNext
17 Sept 2026 to 19 Sept 2026
USD 1,700Register
Johannesburg
19 Dec 2026 to 21 Dec 2026
USD 2,062Register
Harare
15 Jan 2027 to 17 Jan 2027
USD 2,244Register
Victoria Falls
12 May 2027 to 14 May 2027
USD 2,507Register
Victoria Falls
23 Jul 2027 to 25 Jul 2027
USD 2,580Register
Get in touch

Enquire about this course

Send us your details and one of our training advisors will get back to you with availability, pricing and group options.

Course

Contact Centre Management and Performance

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