The “Manage Incidents Referred to a Contact Centre” module focuses on developing the skills and knowledge required to effectively handle and resolve incidents reported through a contact centre. It covers the processes for receiving, recording, prioritizing, and escalating incidents while ensuring clear communication and customer service standards. Learners explore how to manage incidents efficiently to minimize disruption and support timely resolution, adhering to organisational policies and legal requirements. This module is essential for contact centre professionals aiming to enhance incident management, improve customer satisfaction, and contribute to the overall operational effectiveness of their organisation.