Contact centre performance rises or falls on the quality of frontline leadership. Team leaders leave able to read their own numbers rather than recite them, run coaching conversations that change agent behaviour, and hold a team together through high volume, high pressure periods without losing people to burnout.
Contact centre team leaders, supervisors, quality assurance assessors, workforce planners and operations managers. It is equally relevant to leaders of shared service desks and internal helpdesk teams.
| Dates | Venue | Days | Fee | Calendar |
|---|---|---|---|---|
| 17 to 19 Aug 2026 | Kampala | 3 | US$1,500 | |
| 24 to 26 Aug 2026 | Dar es Salaam | 3 | US$1,500 | |
| 31 Aug to 2 Sep 2026 | Pretoria | 3 | R13,000 | |
| 7 to 9 Sep 2026 | Cape Town | 3 | R13,000 | |
| 21 to 23 Sep 2026 | Online | 3 | US$900 | |
| 28 to 30 Sep 2026 | Mozambique | 3 | US$1,500 | |
| 5 to 7 Oct 2026 | Cairo | 3 | US$1,500 | |
| 12 to 14 Oct 2026 | Accra | 3 | US$1,500 | |
| 19 to 21 Oct 2026 | Lusaka | 3 | US$1,500 | |
| 26 to 28 Oct 2026 | Kigali | 3 | US$1,500 | |
| 2 to 4 Nov 2026 | Nairobi | 3 | US$1,500 | |
| 9 to 11 Nov 2026 | Durban | 3 | R13,000 | |
| 16 to 18 Nov 2026 | Johannesburg | 3 | R13,000 | |
| 30 Nov to 2 Dec 2026 | Mauritius | 3 | US$1,500 | |
| 7 to 9 Dec 2026 | Dubai | 3 | US$1,500 | |
| 14 to 16 Dec 2026 | Lagos | 3 | US$1,500 | |
| 21 to 23 Dec 2026 | Harare | 3 | US$1,500 |
Fees are per delegate. South African venues are priced in rand; other locations and online in US dollars. Fees exclude 15% VAT where applicable. Group bookings of three or more delegates from the same organisation qualify for a reduced rate; contact us for a quotation.
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