Live Online Data and Analytics for Customer Service & Experience Training Course
Live online, instructor-led · next cohort Nov 2, 2026 · from USD 800
Service operations generate more data than almost any other part of an organisation: call records, ticket histories, chat logs, survey scores, complaints and app reviews. Most of it ends up in monthly reports that describe what happened without explaining why, so managers keep fixing symptoms. Over five hands-on days you learn to turn that data into decisions. Working in Excel, Power Query and Power BI, you clean and join data from CRM, ticketing and telephony systems, calculate NPS, CSAT, customer effort score, first contact resolution and handle time correctly, and test whether changes in scores are real or noise.
Analysis labs cover correlation and regression to find what drives satisfaction, text analytics for coding complaints and verbatim comments, cohort and churn analysis, RFM segmentation and forecasting contact volumes for Erlang C staffing. You finish by designing a service dashboard and an insight briefing for managers. Customer experience analysts, contact centre and workforce planners, quality assurance leads, CRM and business intelligence officers and service managers in banking, telecoms, utilities, retail and government will gain most. Classroom, online and in-house options are available, each leading to a CPD-accredited certificate.
At a Glance
How Live Online Training Works
Live online training, led by a trainer in real time, for participants anywhere.
More about live online training →- Format
- Live online, instructor-led
- Duration
- Mon - Fri (5 Days)
- Fee
- USD 800 (KES 80,000)
- Next start dates
- Nov 2, 2026, Nov 30, 2026, Dec 28, 2026
- Certificate
- Certificate of Completion
- What you need
- A computer with a reliable internet connection, a webcam and a headset
About this course
Customer experience decisions are too often made on anecdote: the latest escalated complaint, a manager's impression or a single month's dip in satisfaction. Meanwhile the evidence needed to make better decisions sits unused in contact centre platforms, CRM systems, survey tools and social media channels, rarely joined together or analysed beyond simple averages.
The Data and Analytics for Customer Service & Experience Training Course gives service professionals practical analytical skills applied to their own field. It starts with the service data landscape, data quality and the correct definition of core metrics. Participants then build a clean, linked dataset and explore it with pivot tables and visualisation before moving to statistical methods: sampling and margins of error for survey scores, key driver modelling, and simple A/B comparisons for service changes. Further labs cover unstructured feedback, using sentiment scoring and topic coding, and predictive questions such as which customers are likely to leave and how many contacts to expect next week. Data protection and ethical use of customer data are addressed throughout.
Every session is a lab using anonymised service datasets in Excel and Power BI, with optional Python and pandas examples for those who code. Participants finish with a working dashboard and an insight briefing.
Training Objectives
On completing the course, participants will be able to:
- Identify, extract and combine service data from CRM, ticketing, telephony and survey systems.
- Clean and structure customer data in Excel and Power Query for reliable analysis.
- Calculate NPS, CSAT, customer effort score, first contact resolution and handle time consistently.
- Test whether changes in service scores are statistically meaningful.
- Use correlation and regression to identify the drivers of satisfaction and loyalty.
- Analyse complaint text and verbatim comments with sentiment scoring and topic coding.
- Forecast contact volumes and identify customers at risk of churn.
- Design Power BI dashboards and insight briefings that prompt action.
What you'll learn
Key Takeaways
Each participant leaves with:
- A cleaned, linked service dataset and a documented data preparation routine in Power Query.
- A metric definitions sheet that ends disputes over how scores are calculated.
- A key driver analysis showing which service attributes most affect satisfaction.
- A coding frame for classifying complaints and verbatim feedback.
- A contact volume forecast with staffing estimates from an Erlang C calculator.
- A churn-risk view built from customer behaviour data.
- A working Power BI service dashboard and a one-page insight briefing.
Training Methodology
Learning is hands-on from the first morning, with each concept practised on data. The course uses:
- Computer labs in Excel, Power Query and Power BI using anonymised service datasets
- Guided walkthroughs followed by independent analysis tasks
- Optional Python and pandas notebooks for participants with coding experience
- Group interpretation sessions where teams explain findings to a mock management panel
- Clinics on participants' own metrics and reporting problems
Day 1: The Service Data Landscape and Core Metrics
- Sources of service data: CRM, ticketing, IVR and telephony, surveys, social media and app reviews
- Customer, contact and case: building a simple data model
- Data quality problems in service data and how to detect them
- Correct definitions of NPS, CSAT, customer effort score, first contact resolution and handle time
- Data protection, consent and anonymisation of customer records
- Lab: importing and cleaning service data with Power Query
- Lab: pivot tables for a first look at service performance
Day 2: Measuring with Confidence
- Survey sampling, response rates and non-response bias
- Margins of error and confidence intervals for NPS and CSAT
- Separating real change from noise with control charts
- Comparing segments, channels and branches fairly
- A/B tests for scripts, messages and process changes
- Linking survey responses to operational data
- Lab: testing a month-on-month change in satisfaction
Day 3: Finding What Drives Experience
- Correlation analysis and its traps
- Multiple regression for key driver analysis
- Importance against performance matrices
- Journey and touchpoint analysis from event data
- Root causes of repeat contacts and failure demand
- Lab: key driver analysis on a satisfaction survey dataset
- Interpreting and explaining driver results to non-analysts
Day 4: Text Analytics, Segmentation and Prediction
- Coding complaints and verbatim comments with a topic frame
- Sentiment scoring and its limits with local and mixed-language text
- RFM segmentation and customer value tiers
- Cohort retention and churn analysis
- Introduction to logistic regression for churn risk
- Forecasting contact volumes and Erlang C staffing estimates
- Optional Python and pandas walkthrough for text and churn analysis
- Lab: building a churn-risk list and a volume forecast
Day 5: Dashboards, Insight and Action
- Dashboard design principles for service audiences
- Building a Power BI service dashboard with drill-down
- DAX measures for service KPIs
- Writing an insight briefing that leads to decisions
- Closed-loop processes: from insight to owner and action
- Governance of service data and analytics routines
- Final presentation of dashboards and insight briefings
The course suits professionals who produce, interpret or act on service data, including:
- Customer experience and customer insight analysts
- Contact centre managers and workforce planners
- Quality assurance and complaints analysis leads
- CRM administrators and business intelligence officers
- Customer service managers who want to read data critically
- Marketing and retention analysts working with customer data
- Service performance officers in utilities, health and government agencies
- Digital channel managers tracking chat, app and self-service usage
Participants who attend every lab and complete the analysis exercises receive a CPD-accredited Certificate of Completion issued by Vision Reach Global Consultancy.
The dashboard, driver analysis and insight briefing produced in class can be kept as a portfolio of applied analytics work, useful when discussing new responsibilities or projects with managers.
Choose Where You Want to Learn
Data and Analytics for Customer Service & Experience Training Course Venues
KenyaNairobiNext Nov 9· 13 dates$1,500- KenyaMombasaNext Oct 26· 13 dates$1,600
- KenyaNaivashaNext Nov 2· 13 dates$1,500
- KenyaKisumuNext Oct 26· 13 dates$1,500
- KenyaMachakosNext Nov 2· 13 dates$1,600
UgandaKampalaNext Nov 2· 13 dates$1,900
RwandaKigaliNext Oct 26· 13 dates$1,900
TanzaniaArushaNext Nov 9· 13 dates$1,900- TanzaniaDodomaNext Oct 26· 13 dates$1,800
- TanzaniaDar es SalaamNext Oct 26· 13 dates$2,000
- TanzaniaZanzibarNext Nov 16· 13 dates$2,600
NigeriaLagosNext Nov 16· 13 dates$2,800- NigeriaAbujaNext Nov 9· 13 dates$2,800
South AfricaPretoriaNext Nov 2· 13 dates$3,200- South AfricaJohannesburgNext Nov 2· 13 dates$3,400
- South AfricaCape TownNext Oct 26· 13 dates$3,800
UAEDubaiNext Oct 26· 13 dates$3,800
GhanaAccraNext Nov 16· 13 dates$4,500
Scroll sideways to see all 18 cities →
Frequently Asked Questions About Live Online Data and Analytics for Customer Service & Experience Training Course
Everything you need to know about this course before you register.
By the end of the Data and Analytics for Customer Service & Experience programme, you'll be able to identify, extract and combine service data from crm, ticketing, telephony and survey systems, clean and structure customer data in excel and power query for reliable analysis, calculate nps, csat, customer effort score, first contact resolution and handle time consistently, and test whether changes in service scores are statistically meaningful. The full breakdown of topics is covered session by session in the Course Outline tab above.
The course suits professionals who produce, interpret or act on service data, including: Customer experience and customer insight analysts, Contact centre managers and workforce planners, Quality assurance and complaints analysis leads, CRM administrators and business intelligence officers, Customer service managers who want to read data critically, Marketing and retention analysts working with customer data, Service performance officers in utilities, health and government agencies, and Digital channel managers tracking chat, app and self-service usage.
Data and Analytics for Customer Service & Experience Training Course typically runs as 5 Days. It's available as in-person classroom, live virtual, and in-house corporate training — every course can also be delivered on-site for your team on dates that suit you.
Data and Analytics for Customer Service & Experience Training Course is scheduled in-classroom in Nairobi, Kenya, Mombasa, Kenya, Naivasha, Kenya, and Kisumu, Kenya, and 14 other locations, plus a live interactive virtual classroom you can join from anywhere. Check the schedule panel above for exact upcoming dates and fees in each location.
The next live virtual cohort of Data and Analytics for Customer Service & Experience starts November 2, 2026, with new classroom cohorts also running on a rolling basis. Pick a date and location in the schedule panel above, then click "Register for the Course" — it takes a few minutes and your seat is confirmed once payment or a signed purchase order is received.
Yes — delegates who meet the attendance requirement receive a Certificate of Completion for Data and Analytics for Customer Service & Experience Training Course from Vision Reach Global Consultancy, issued in the name you register with, so double-check the spelling at checkout.
Data and Analytics for Customer Service & Experience Training Course is pitched at intermediate professionals. If you're unsure whether it's the right fit for your current role or background, message our training advisors before you register and they'll help you confirm.
Fees for Data and Analytics for Customer Service & Experience Training Course vary by delivery location and format and are shown in real time in the schedule panel above once you pick a date. Register 3 or more delegates on the same course together and a 5% team discount is applied automatically — larger cohorts can request a custom corporate quote.
Yes — Data and Analytics for Customer Service & Experience Training Course can be delivered on-site at your offices (or virtually for distributed teams), with case studies and examples tailored to your industry and the specific challenges your team is working through. Switch to the "In-House" tab in the schedule panel above to request a proposal.
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What Our Clients Say
VRG brings strategic discipline to complex organizational challenges. Their approach is structured, data-driven, and outcome-focused.
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