Root Cause Analysis for Change

Learning Level: Manager

Format: Half-Day (3hr)

Delivery: Virtual

When change initiatives fail, it’s often because the real issue was never identified. This practical course helps you move beyond assumptions, uncover root causes, and create lasting improvements that drive meaningful results in your contact centre.

It’s easy to focus on symptoms when problems arise. Performance dips, customer complaints increase, or team engagement falls, and immediate action follows. Yet without understanding what’s really driving the issue, change efforts often deliver short term gains before the same problems return.

This course equips you with a structured approach to root cause analysis, helping you uncover the factors that sit beneath operational challenges. You’ll explore proven techniques that help separate symptoms from causes, allowing you to make better decisions and implement more effective solutions.

Using practical examples and real workplace scenarios, you’ll learn how to investigate problems objectively, gather meaningful evidence, and identify the changes that will deliver the greatest impact. You’ll also discover how to engage others in the process, creating a culture of accountability rather than blame.

Designed for anyone involved in continuous improvement, problem solving, or operational change, this course combines practical tools with real world application. Through discussion, activities and structured exercises, you’ll leave with a blueprint for success that helps you lead change with confidence and create sustainable improvement across your contact centre.

Course content

Understanding root causes Differentiate between symptoms, contributing factors, and genuine underlying causes.

The cost of assumptions Recognise how misdiagnosis creates ineffective change and wasted effort.

Five Whys Technique Use structured questioning to uncover deeper causes behind issues.

Fishbone analysis Explore potential causes across people, process, systems, and environment.

Evidence gathering Collect meaningful data to support objective problem investigation.

Pattern identification Analyse trends and recurring challenges to focus improvement efforts.

Stakeholder engagement Involve the right people to strengthen investigation quality and ownership.

Solution evaluation Assess improvement options against identified causes and business objectives.

Change implementation Develop practical actions that address causes rather than symptoms.

Measuring success Monitor outcomes to ensure improvements remain effective over time.

Learning outcomes

Identify underlying causes rather than reacting to symptoms and recurring operational issues

Apply structured root cause analysis techniques to support successful organisational change initiatives

Gather and evaluate evidence objectively before proposing solutions to business challenges

Use questioning techniques to uncover barriers impacting performance, quality and effectiveness

Select appropriate improvement actions based on identified causes and desired outcomes

Engage stakeholders effectively throughout investigations to build ownership and commitment

Create sustainable change plans that address causes and prevent future recurrence

Enquire here

Who should attend?

Anyone responsible for improving processes and leading change.

What will you learn?

Identify true causes and implement sustainable change solutions.

How much is it?

£375 +VAT. Members receive a 20% discount.

Format Info

3 hour online workshop, using Zoom.

Group discount

Additional discounts available for group bookings

Enquire

For more than 30 years, the CCMA has been dedicated to supporting contact centre leaders. We push ourselves to do more for our thriving membership base, which is the largest community of industry professionals in the UK.

The CCMA was founded with the goal of sharing best practice and networking to improve skills and knowledge in order to progress contact centre operations - and we live by that to this day.

Quick Links

Resources

Contact Us

0333 939 9964
info@ccma.org.uk
CCMA Ventures Limited
5th Floor
16 Great Queen Street
Covent Garden
London
WC2B 5DG
CCMA LinkedIn

Reg No: 5799326