Contact Center Management & ISO 18295 Training Course

The Contact Center Management & ISO 18295 Training Course equips contact center managers, team leaders, quality and workforce professionals, and customer experience leaders with the knowledge and practical tools needed to manage contact centers that deliver excellent customer service, strong performance, and compliance with the ISO 18295 standard for customer contact centers. Contact centers are a primary channel through which organizations interact with customers across phone, email, chat, and social media, and their performance directly shapes customer satisfaction, loyalty, cost, and reputation. In banks, telecommunications, utilities, government services, and service organizations, managing a contact center means balancing service quality, efficiency, people, and technology, and ISO 18295 provides an international benchmark for customer contact center requirements and the relationship between the center and the organizations that use it. The course covers contact center management comprehensively, aligned with ISO 18295. Participants learn the role and types of contact centers, the contact center as part of the customer experience, and an overview of ISO 18295, including its two parts covering requirements for contact centers and for clients using contact centers, and its customer-focused principles. The program then addresses customer service strategy and standards, service level and quality objectives, workforce management, including forecasting, scheduling, and adherence, and recruiting, training, and developing contact center staff. Participants cover performance management and key metrics such as service level, average handling time, first contact resolution, quality, and customer satisfaction, quality monitoring and assurance, and the omnichannel contact center and supporting technologies including interactive voice response, CRM, workforce management systems, and AI and self-service. Participants also examine the customer experience and complaint management, agent engagement, motivation, and wellbeing, compliance, data protection, and customer information handling, continuous improvement and the voice of the customer, and implementing and benchmarking against ISO 18295. The course is delivered through case studies, workforce and performance calculation exercises, quality monitoring practice, and improvement planning. Participants leave with a contact center performance and metrics guide, a workforce management and scheduling toolkit, a quality monitoring scorecard, an ISO 18295 alignment checklist, and a contact center improvement plan template. This course builds practical management capability and alignment with ISO 18295 and is not an official certification or audit program.