Close the Gap™

The pilot course of Close the Gap is a structured, 9-module training programme designed to help contact centre leaders, team managers, WFM analysts, and operations professionals understand — and fix — the hidden intelligence gaps that affect performance. 

It’s practical, real-world training built from Christine’s 30 years of global consulting experience.. This will be the first of many courses.

Close the Gap is for:

• Contact centre managers
• Team leaders
• Workforce planning teams
• Reporting & analytics teams
• Quality & coaching teams
• Digital & automation teams
• CX & service improvement
• Vendors, partners, and CCaaS providers
• Anyone working in or around contact centre operations will benefit.

By the end of your first course, you will be able to:

• Identify operational blind spots
• Analyse metrics with clarity
• Understand hidden assumptions
• Improve reporting accuracy
• Build actionable intelligence
• Strengthen cross-functional communication
• Improve decision-making
• Ask higher-quality operational questions
• Create meaningful performance change
• You’ll walk away with a whole new level of operational confidence.

Each module is designed to take 60–90 minutes, but learners typically complete the full programme over:

2–4 weeks (intensive), or

6–9 weeks (paced)

You can progress entirely at your own speed.

Every module includes:

• Christine’s video training
• Clear learning outcomes
• Downloadable workbook
• Real-world examples
• Templates & frameworks
• Practical action tasks
• A short assessment
• A completion badge

Access to the Close the Gap community

Everything you need to learn and apply the content.

Yes — after completing the final assessment, you’ll earn the Close the Gap Certification, plus a verified LinkedIn badge to showcase your new skillset professionally.

The SME version teaches individuals and small businesses how to understand operational intelligence.

The Corporate Edition goes much deeper, including:

• capability mapping
• diagnostic workshops
• cross-functional intelligence
• leadership alignment
• enterprise playbooks
• live consulting sessions

The SME version is self-paced.

The Corporate Edition is a full enterprise transformation programme.

No — the course is built for all skill levels.

Christine explains every concept in clear, accessible language, with real-world examples that make everything easy to understand.

Yes — you can enrol:

• individuals
• teams up to 5
• full departments
• entire organisations (via corporate licensing)
• Team learning pathways and group discounts are available.

Yes — Close the Gap includes a Partner Programme with:

• affiliate commissions
• reseller options
• co-brand opportunities
• enterprise bundles
• This is perfect for consultants, BPOs, or CCaaS providers supporting customer operations.

Learners receive:

• email support
• workbook guidance
• optional coaching calls
• access to new updates
• priority access to additional modules
• community Q&A (coming soon)
• The system is built to support every learning style.

Yes — Christine includes examples from:

• travel
• banking
• retail
• telecom
• healthcare
• utilities
• global online marketplaces
• leading digital brands

All examples are anonymised but grounded in real operational complexity.

Traditional training teaches process.

Close the Gap teaches intelligence — how to see what others miss, how to reveal hidden assumptions, and how to build clarity where confusion typically exists.

It focuses on sustainable decision-making, not just metrics and dashboards.

Most learners spend:

• 1–2 hours per week on video + workbook
• 20–30 minutes per week applying action tasks
• optional deeper dives if needed

But you can go faster or slower depending on your schedule.

Simply click Start the Course or Begin Module 1 on the Close the Gap page.

You’ll receive instant access to:

• Module 1
• the workbook
• your learner dashboard
• onboarding instructions
• your certification pathway
• No waiting — you can begin today.