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Customer Support Analytics Across Channels Training Course

Customer Support Analytics Across Channels Training Course

Foundation | 5 days | Face to Face / Online / Elearning | Certificate
01

Course Overview

Course Summary
Course Title Customer Support Analytics Across Channels Training Course
Organization Tech For Development (T4D)
Venue Tech For Development (T4D) Training Centre
Duration 5 days
Target Industries
Target Job Roles
Course Fees (Face-to-Face) USD 1,500/KES 99,000 (Exclusive of VAT)
Course Fees (Virtual) USD 1,000/KES 70,000 (Exclusive of VAT)
Training Modes Virtual and face-to-face training
Payment Payment should be made to the Tech For Development (T4D) bank account on or before the start of the course
Accreditation Tech For Development Certificate of Course Completion

Course Overview

This course equips participants with the skills to collect, analyze, and act on customer support data across multiple service channels including phone, email, live chat, social media, WhatsApp, and self-service portals. It covers key metrics, dashboard creation, advanced analytics, and translating insights into actions that improve customer experience (CX) and operational efficiency. Hands-on sessions will use Power BI, Tableau, GA4, Zendesk Explore, Freshdesk Analytics, and Excel for real-world practice.

Course Duration

5 Days

Target Audience

  • Customer Support Managers & Team Leaders

  • Contact Center & Service Desk Supervisors

  • CX & Digital Transformation Specialists

  • Business Analysts & Data Analysts in Service Functions

  • Operations Managers seeking performance-driven insights

Personal Impact

  • Gain confidence in interpreting cross-channel customer support data.

  • Learn how to build actionable dashboards in Power BI and Tableau.

  • Improve decision-making by applying analytics to reduce response and resolution times.

  • Strengthen ability to forecast workloads and allocate resources effectively.

  • Enhance personal data storytelling skills for reporting to leadership.

Organizational Impact

  • Improved service performance visibility across all customer touchpoints.

  • Reduced costs by identifying inefficiencies and process bottlenecks.

  • Enhanced customer satisfaction (CSAT) and loyalty through proactive insights.

  • Stronger governance and alignment between support operations and business KPIs.

  • Data-driven culture embedded into service and support teams.

Course Objectives

By the end of this course, participants will be able to:

  1. Identify key customer support metrics and KPIs across all channels.

  2. Consolidate and analyze data from multiple service platforms.

  3. Design effective dashboards and reports using BI tools.

  4. Apply predictive analytics to forecast volumes, workloads, and staffing needs.

  5. Interpret insights to drive service quality and CX improvements.

  6. Implement continuous monitoring and feedback loops for optimization.

02

Course Modules

Course Outline

Module 1: Introduction to Customer Support Analytics

  • Role of analytics in modern service management.

  • Core KPIs: CSAT, NPS, CES, FCR, AHT, SLA adherence.

  • Channel-specific metrics (phone vs. chat vs. email vs. social media).

  • Case Study: Cross-channel analytics in a retail bank.

Module 2: Data Collection & Integration Across Channels

  • Sources: CRM, helpdesk, telephony, chatbots, social platforms, GA4.

  • Consolidating data into a central warehouse.

  • Common challenges: data silos, inconsistent metrics, real-time sync.

  • Hands-on Lab: Connect Zendesk/Freshdesk data to Power BI.

Module 3: Building Dashboards & Reports

  • Principles of good dashboard design (clarity, context, comparability).

  • Building real-time dashboards in Power BI and Tableau.

  • Creating drilldowns for agent, team, and channel-level performance.

  • Workshop: Build a multi-channel dashboard to track service performance.

Module 4: Advanced Analytics & Forecasting

  • Trend analysis and workload forecasting.

  • Using regression and time-series models for ticket volumes.

  • Applying sentiment analysis for text & social channels.

  • Exercise: Predict next month’s chat volumes using historical data.

Module 5: Insights, Storytelling & Continuous Improvement

  • Translating analytics into business actions and decisions.

  • Using analytics for coaching, process optimization, and CX design.

  • Establishing continuous monitoring and feedback cycles.

  • Capstone Project: Create a full analytics report with KPIs, dashboard, insights, and a 90-day action plan.

03

Course Administration

Methodology

Instructor-led sessions use a blended learning approach combining presentations, guided practical exercises, web-based tutorials, and group work, delivered by seasoned industry experts. All facilitation and course materials are in English, so participants should be reasonably proficient in the language.

Accreditation

Upon successful completion of this training, participants will be issued a Tech For Development Certificate of Course Completion

Training Venue

The training will be held at the Tech For Development Training Centre. The course fee covers the course tuition, training materials, two break refreshments, and lunch. All participants will additionally cater to their travel expenses, visa application, insurance, and other personal expenses.

Accommodation & Airport Transfer

Arranged upon request.For reservations contact the Training Officer:
Email: [email protected]
Phone: (+254) 790 824 179

Tailor-Made

This training can also be customized to suit the needs of your institution upon request. You can have it delivered in our T4D Training Centre or at a convenient location.

Payment

Payment should be transferred to the T4D account through a bank on or before the start of the course. Send proof of payment to [email protected].

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Kigali
Addis Ababa
Kuala Lumpur
Accra
Cairo
Pretoria
Cape Town
Johannesberg
Zanzibar
Arusha
Kisumu
Dubai
Mombasa
Nairobi
Nakuru
Machakos
Naivasha
Kampala