The “Manage Incident Management Systems in a Contact Centre” module focuses on the skills and knowledge required to effectively oversee the processes involved in handling incidents reported through a contact centre. It covers the procedures for receiving, recording, prioritizing, and escalating incidents while ensuring timely and accurate communication with customers and relevant stakeholders. Learners explore how to coordinate resources, monitor incident progress, and implement solutions to minimize impact and support resolution. The module also emphasizes compliance with organisational policies and regulatory requirements. Mastery of this module enables individuals to manage incidents efficiently, improving customer satisfaction and operational effectiveness.