CX SKILLS
The Leading Customer Service, Customer Experience (CX), Contact Centre, Workforce Optimisation & Workplace Wellness training experts in Australia.
Select the type of training you need:
UPCOMING ONLINE TRAINING COURSES
November 2024 WFM for Contact Centre Team Leaders
Designed for Contact Centre Team Leaders to learn the basics of Call Centre Workforce Management in this one-day November 2024 WFM for Contact Centre Team Leaders training course.
November 2024 Quality Frameworks for Contact Centres
Learn how to improve qualty and compliance in your call centre in this November 2024 Quality Frameworks for Contact Centres course.
November 2024 Tech Support PRO
Empower your technical support/helpdesk employees with premium customer service skills in the November 2024 Tech Support PRO course delivered over 3 x 3-hour live virtual/online sessions (total 9 hours training).
November 2024 Customer Service Phone Essentials
The November 2024 Customer Service Phone Essentials course is a 3-hour online course designed to teach premium customer service skills for phone-based employees.
November 2024 Introduction to Contact Centre Management
Fast-track your knowledge of contact centre management in this 2 x 3-hour course November 2024 introduction course delivered by Australian contact centre expert Justin Tippett.
November 2024 Inbound Phone Sales Essentials
The November 2024 Inbound Phone Sales Essentials course helps employees build engagement with customers and increase sales opportunities (without the use of scripts!).
November 2024 WFM Essentials
Learn the essentials of Workforce Management for Call Centres in this 3-day November 2024 WFM Essentials training course delivered by the WFM experts at CallDesign.
November 2024 Customer Service Phone Professionals
Equip your employees with superior customer service skills in the November 2024 Customer Service Phone Professionals Training course with 9 hours of facilitated learning (3 x 3-hour sessions) suitable for all phone-based employees.
November 2024 Customer Journey Mapping
Gain all the skills, tools and support you need to start Customer Journey Mapping in the November 2024 Customer Journey Mapping training workshop.
November 2024 Retail and Hospitality Sales and Service PRO
The November 2024 Retail Sales & Service PRO course teaches premium customer service and sales skills to frontline employees in a 3 x 3-hour sessions online/virtual course.
November 2024 Inbound Phone Sales Professional
Improve your employee’s sales conversions and customer service skills in this November 2024 Inbound Phone Sales Professional training course designed for all phone-based employees.
November 2024 Retail Essentials
The November 2024 Retail Essentials training course teaches customer service and sales skills to employees in a short, live 3 hour online/virtual course.
December 2024 Real-Time WFM for Contact Centre Analysts
The December 2024 WFM Real-Time Analyst for Contact Centres training course is a one-day online training course designed for employees working in a Real-Time Analyst role in a Contact Centre.
December 2024 Customer Service Reception Essentials
The December 2024 Reception Essentials course teaches essential customer service skills for in-person, phone and email – suitable for all front desk/reception roles.
December 2024 Managing Difficult Customers
Learn global best-practice skills on how to manage angry, upset and difficult customers with confidence in this 2 x 4-hour December 2024 online course – suitable for all customer-facing employees.
December 2024 Customer Service Phone Essentials
The December 2024 Customer Service Phone Essentials course is a 3-hour online course designed to teach premium customer service skills for phone-based employees.
Since we launched CX Skills in 2018 we’ve been incredibly grateful to our training partners who have enabled us to help hundreds of businesses across the public and private sectors.
We take enormous pride in bringing you industry best-practice training courses from all over the world and we’re extremely grateful for the amazing customer testimonials we have received with the most recent listed below.
Some of our customers who have conducted training with us
We’ve been incredibly grateful that a diverse range of businesses have trusted us to deliver training for some or all of their customer-facing employees with a select of companies below.
Click here to see a list of all our customers (and industry sectors) >
Customer Reviews
View some of our customer reviews below or click here to read all our customer testimonials >
Customer Service Training Courses
Whether it’s customer service training for your whole business, customer service teams, admin staff, receptionists, admin staff, retail staff, field staff and so on, anyone who has interaction with your most valuable commodity, customers, can all benefit from enhancing their customer service skills.
From learning how to have effective conversations, handling objections or difficult customers or learning how to make the customer feel like the most important person in the world, we’ve got a range of customer service training courses that will empower your teams with the skills they need to excel.
So whether its over the phone, live chat, in person or via emails, we can ensure your customers receive great customer service no matter which channel they choose to engage in.
Contact Centre Training Courses
When it comes to contact centres, one thing is for sure – they are diverse! From small contact centres to large, inbound to outbound, sales, service, technical support, complaints, telephone account management and so one there are literally hundreds of different call centre ‘types’ that have all evolved to meet the needs of their respective business.
So whether you need a course for frontline employees, Team Leaders or Managers – from customer service training, sales training, learning how to run an efficient contact centre operation, be a better team leader, how to design a quality assurance program and so on, CX Skills has a range of call centre courses all designed and delivered by proven industry experts to help you deliver a best-practice contact centre operation.
And with Contact Centres more than just phone calls, we’ve also got great training courses for live chat, email customer service, managing difficult customers and more.
Customer Experience (CX) Training Courses
As well as contact centre and customer service training courses, CX Skills also offers a range of Specialist customer experience (CX) training courses. From our Introduction to CX, CX Fundamentals based on the global CCXP standards, the Certified Customer Experience Professional (CCXP) exam preparation course through to Customer Journey Mapping, Net Promoter Scores, Voice of the Customer Programs and more.
Our specialist Customer Experience courses are all designed to help you identify and improve the customer experience across your entire business, not just the contact centre.
Sales Training Courses
For any business to succeed, you need revenue, and by investing in our sales training courses for your business, you’ll be ensuring your employees make the most of every opportunity!
We have a range of purpose-built courses ranging from short 3-hour courses to full-day courses to customised sales training programs that can be specially built for your business.
Our sales training courses can be delivered virtually (online via Zoom) or onsite, whether it’s in Melbourne, Sydney, Brisbane, Hobart, Perth, Adelaide, etc.
Employee Wellbeing & Workplace Resilience Training Courses
No one ever said that working with customers all day is easy! Whether it’s working in a contact centre, retail store, office, warehouse and so on, having to put on a smile and help customers all day long can be tough for anyone. Even when things are going well, it can just be hard work some days as your own energy levels, aches and pains and life outside of work all take a toll.
And then there are factors you can’t control – customers can be frustrated by a whole myriad of issues from stock shortages, product failures, long wait times, policies and procedures and so on and the customer service employees are typically in the direct firing line.
Now more than ever, it’s essential to ensure we equip employees with the skills to enable them to consistently perform at their best both at work and at home so we’ve recently introduced a range of courses designed just for frontline employees, including Workplace Resilience (Essentials), Workplace Resilience (Advanced) and How to Manage Difficult Customers.
Online, Public, Private & Self-paced Training Courses
All of the CX Skills contact centre, customer experience and customer service courses can be delivered online (live via ZOOM teleconferencing) or in-person subject to the applicable COVID restrictions (which we hope never return!).
From short online courses or half-day courses to brush up on some skills, one-day courses for call centre agents and emerging leaders through to high-performance management programs delivered over multiple days, we have a range of training courses and workshops to suit all skill levels, diaries and budgets.
Our public courses are a great way to interact with others with fixed dates and times to enable you to plan ahead.
Private courses are delivered exclusively for your employees and offer more flexibility with dates and times to suit your operational requirements.
For those that like to train at their own pace, we are continually adding self-paced training courses across a range of different topics.
CX Skills has Contact Centre, Customer Service, Customer Experience (CX), Workforce Optimisation and Workplace Wellness training courses to suit all skills, experience and budgets.
The customer service, customer experience and call centre training specialists across Australia and the Asia Pacific
We offer both online and onsite training programs to Melbourne, Sydney, Adelaide, Perth, Brisbane, Hobart, Darwin and Canberra, as well as New Zealand, Singapore, Malaysia, Hong Kong, China, Thailand, Vietnam, Fiji, PNG and a whole lot more (subject to the latest COVID restrictions).
With online training, we’ve been able to expand our course offerings globally and we’ve been thrilled to have students join us from all over the world including the United Kingdom, USA, Europe and more!
CUSTOMER SERVICE, CX & CONTACT CENTRE SPECIALISTS
CX Skills only specialise in training courses directly related to the Customer Service, Customer Experience & Contact Centre industry.
RESULTS BASED ON EXPERIENCE NOT THEORY
Our courses aren’t put together by academics and delivered by corporate trainers. All of our courses are designed and facilitated by industry experts so you benefit from decades of experience and learn from trainers that can speak with authority.
GENUINE INDUSTRY EXPERT TRAINERS
We only partner with the best trainers in Australia and from across the world to ensure you learn directly from proven industry experts. You know exactly who will be conducting the training when you book with us!
OFFICIAL TRAINING PARTNER
We are the official training partner of the Australian Customer Experience Professionals Association (ACXPA) – connecting contact centres, customer experience, digital service and customer service professionals in Australia to create better customer, business, career and industry outcomes.
We only specialise in courses for customer service, contact centres, customer experience, workforce optimisation and workplace wellness.
Courses include:
- Service Experience Essentials
- Phone Customer Service Essentials
- Phone Customer Service Professionals
- Reception Essentials
- Reception Professionals
- Customer Service Foundations
- Inbound Phone Sales Essentials
- Inbound Sales Sales Professionals
- Inbound Sales Sales Foundations
- Tech Support/Helpdesk Essentials
- Tech Support/Helpdesk PRO
- Tech Support/Helpdesk Foundations
- Retail Sales & Service Essentials
- Retail Sales & Service PRO
- Retail & Hospitality Sales & Service Foundations
- Managing Difficult Customers
- Live Chat Customer Service
- Email Customer Service
- Omnichannel Customer Service
- Customer Service Excellence
- Introduction to Contact Centre Management
- How to Assess & Coach Contact Centre Agents
- How to Lead & Manage Contact Centre Employees
- How to Be a Great Team Leader
- Contact Centre Management Fundamentals
- Introduction to Customer Experience
- Customer Experience Management Fundamentals
- Customer Journey Mapping
- Net Promoter Score
- How to Design a Call Centre QA Framework
- Live Chat for Managers
- How to CREATE Amazing Call Centre Team Leaders
- WFM for Team Leaders
- WFM Essentials
- WFM for Real Time Analysts
- Workplace Resilience Essentials
- Workplace Resilience Advanced