UPCOMING ONLINE TRAINING COURSES

4.9
Rated 4.9 out of 5
CX Skills has an average customer rating of 4.9 out of 5 stars across all courses (based on 117 reviews)
Excellent90%
Very good10%
Average0%
Poor0%
Terrible0%

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.

Informative, Educational and Fun!

Rated 5 out of 5
5 July 2022
Review of June 2022 Contact Centre Management Fundamentals

A great course that supports Call Centre managers, no matter what their experience!
Strongly encourage anyone who manages a Call Centre, or has a Call Centre in their department to sign up and take this course! You won’t regret it.

Avatar for Peter Cavallaro
Peter Cavallaro
Call Centre Manager
AIA Australia

Wow! Just so engaging!

Rated 5 out of 5
22 June 2022
Review of June 2022 Contact Centre Management Fundamentals

Daniel has an amazing ability to connect with people. He is very personable, and has this amazing ability to bring training content to life!

Avatar for Joyi Lu
Joyi Lu
Service Improvement Lead
Queensland University of Technology

Fantastic!

Rated 5 out of 5
3 June 2022
Review of June 2022 Contact Centre Quality Assurance Training

I thoroughly enjoyed workshopping Quality Assurance with Daniel. Daniel introduced us to the structure, framework and application of Quality Assurance in a Contact Centre environment, providing some really key techniques to ensure successful implementation.
If you are looking to implement a QA program in your business or to future proof the quality of Service Delivery Team, I highly recommend taking this course.

Avatar for Eloise Leech
Eloise Leech
Quality and Training Lead
MECCA Brands

Invaluable tips on how to manage difficult customers

Rated 4 out of 5
6 April 2022
Review of Managing Difficult Customers (Private class)

The video outlining the 5 chairs presented a succinct and excellent outline of how to respond when faced with a dilemma or difficult situation. There are aspects of the course that stood out for me, such as the enquiry confirmation. This is an aspect that I believe the team could really benefit from as in my experience it is not used enough.
The use of negative/positive words role play certainly enhanced to me and the team how easy it is to use a word or phrase that could make a difficult situation worse or better. Overall the pace and engagement with the participants was about right for me. The trainer provided some good examples and was able to convey and deliver the course content in an engaging way.
I would recommend the course to any person who deals with customers service.

Avatar for Denise Downham
Denise Downham
Service Centre Team Leader
Department of Transport and Main Roads

Google Reviews

As well as customers sending us reviews/testimonials directly after a course, we are also grateful for customers also leaving us a review directly on Google with the latest reviews listed below.

5.0
Based on 28 reviews
Great company to work with. Excellent training course with trainers that really bring the content to life!
Joyi Lu
Joyi Lu
05:53 22 Jun 22
Fantastic virtual environment. Daniel who hosted our course was well articulated and engaging. I thoroughly enjoyed participating in this CX course and feel ready to apply the skills I gained.
Eloise
Eloise
07:00 03 Jun 22
I've participated in several courses with CX Skills now, specifically with Daniel Ord as the instructor. Daniel has a wealth of knowledge around customer experience and his history in customer service is top notch. CX Skills has become my go to for my teams customer service and customer experience development.
Todd Johnson
Todd Johnson
02:05 16 Feb 22
Training with CX Skills is always engaging and worth every cent. The team are helpful and the lessons are practical and easy to translate into the workplace.
Sheree Laursen
Sheree Laursen
21:15 08 Dec 21
Attended the Introduction to Contact Centre Management course – found it extremely informative and left with a much better understanding of the world I'm about to step into! The course was well structured and Justin was a great teacher. His wealth of knowledge (and passion) absolutely shone through. Am keen to learn more!
Keira Smith
Keira Smith
02:55 29 Nov 21
I did the management of contact centres four day workshop, it was fantastic! The facilitator was really engaging and explained everything from WFM to forecasting in a easy to understand manner. Highly recommend to anyone working in a contact centre environment!
Jamie Leonard
Jamie Leonard
05:13 15 Oct 21
I had a fantastic learning experience with the half day Journey Mapping course. Shane was our trainer and explained things thoroughly, used great practical examples and helped through the exercise when needed. He was very knowledgeable and engaging. The group size was not too big so everyone was able to contribute online. I feel confident to 'give a journey map a go' now, thank you. Helen
GVW Intranet
GVW Intranet
04:48 15 Oct 21
The Introduction to Contact Centre Management is an excellent course for those looking to understand contact centres from a helicopter view and benchmark their operations. From the fundamental pillars to critical KPIs and performance metrics that underpin almost every contact centre globally, Justin is personable and professional and speaks with authority on a topic he knows intimately.
Jim Rodd
Jim Rodd
00:00 14 Sep 21
Justin offers such a wealth of knowledge and skills that can be applied to leaders in any business. Thank you Justin!
Sam Petroulias
Sam Petroulias
04:45 16 Jul 21
We have done a few training courses now through Justin and the CX Group.In these sessions the facilitator has been Dan Ord and Dans knowledge of the Contact Centre world is second to none. This was great for us as we attended as a team to ensure that the training that we received was able to be applied across my entire management team and also allowed me to drive the right outcomes based on Dan, Marcus and Justins advice and guidance.The best thing about this is that this was not one of those courses that you attend and then nothing more is said or done with this. . . Dan/Justin offer their email address so if you come up with additional questions later that you want guidance on you can ask and they are more than willing to assist.Dan, Marcus and Justin thanks for facilitating this training and we will sure be intouch for other training courses that we would like to run through the CX Group.Bec Goss
Rebecca Goss
Rebecca Goss
21:20 26 Apr 21
This course is absolutely fundamental to anyone dealing with customer experience, the customer journey and also customer service departments. The course is packed with real life examples illustrating the 6 pillars of customer experience! Dan shares all his knowledge and expertise freely and with great love and enthusiasm for the subject matter!
Marianne Rutz
Marianne Rutz
11:06 26 Apr 21
The CX Management Fundamentals course was exceptional, a balanced blend of best in-class examples and theory . Daniel was the utmost professional, sharing his wealth of knowledge in customer experience and contact centre management. Content was relevant and covered an array of business examples. A course that exemplifies two-way participation (no death by PowerPoint). The diverse group of attendees had the opportunity to share their experiences and knowledge, which was priceless. I highly recommend this course for anyone in the customer experience realm, even beginners like me.
Rachael Lowe
Rachael Lowe
22:30 25 Apr 21
I learnt a lot about CX and the course gave me clarity on the 6 main competencies. The training was fun, enjoyable, I can recommend to anyone who is passionate about the "Customer" subject. Daniel is very knowledgeable and experienced, he used real life business examples to understand both the strategic and tactical elements of CX. He also involved us which generated even more credibility.
Eva P
Eva P
16:53 25 Apr 21
I could not recommend this Company highly enough, I have now done two courses with the Fantastic Dan & Marcus and have taken so much away. I want to thank everybody involved with CX Skills.
Rory Lynch
Rory Lynch
04:45 29 Mar 21
Game-changing training and insight. Highly recommend CX Skills training program.
Lee Siefken
Lee Siefken
22:57 15 Mar 21
An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.
Vanessa Gralton
Vanessa Gralton
22:17 15 Mar 21
Another great course put together by Justin presented by their partners at Omnitouch, Daniel and Marcus.The "How to Design a Quality Assurance Program for Contact Centres" was extremely fitting for our organisation as we transition to a new telephony system.The course was not one of those courses where they give you the answer and a few templates sending you on your way. Daniel and Marcus take you through why an appropriate framework should take into consideration the Organisations, Mission Statement, Values and Customer Service Charter.As the session was run via Zoom, it enabled and encouraged networking opportunities not only across Australia but also with International attendees. This was a fantastic benefit as it allowed us to draw on each others lived experiences.I really encourage you all to check out the courses and information that CX Skills has to offer as they are the best place to not only continue but to also start your learning and development!
Adrian Powell
Adrian Powell
11:34 15 Mar 21
Justin and the team at CX Skills have gone over and above the call of duty to deliver great Customer Service training to our entire Service Centre team. The training has been high quality, delivered remotely, and Justin has been extremely flexible with necessary changes to attendees due to operational requirements. I highly recommend CX Skills to assist with your training needs.
Monica Malgarini
Monica Malgarini
06:29 03 Mar 21
The training provided manages to take complex sales strategies and make them easy to understand and implicate in a sales call. It provides a structure that isn’t stifled by wordy scripts and pitches, and guides consultants towards a successful outcome for both the customer and consultant.This training took efficient, tried and tested sales concepts and expand on them to not only generate higher conversion, but a more positive customer experience.Aside from the training, which was amazing, Simon - the trainer - was a pleasure to work with. He was attentive and showed a real passion and desire to enhance the trainee’s sales expertise.I would recommend CX Group to anyone who will listen!
Chris Remnant
Chris Remnant
03:58 25 Feb 21
A very well structured training course. The trainer was very knowledgeable and a very good presenter.
Elena Prenner
Elena Prenner
22:06 03 Feb 21
I recently attended the Contact Centre Management Fundamentals course and found it extremely useful and relevant. Daniel was extremely knowledgeable on all topics and handled questions with ease. He was a great trainer and i found the session had a great mix to suit all learning styles. I have taken so much from this course, the networking opportunities as well as the CX website and associated resources. I highly recommend attending if you are looking to better understand contact centre management regardless of what level you work at.
Nicole Field
Nicole Field
05:25 02 Feb 21
Thank you team-It has certainly changed the whole perspective on how I used to see and handle the issues not just at the workplace but also in day to day life. Very practical and informative course content delivered in a very professional way. I truely recomend everyone out there to use this platform.
Badri Pokhrel
Badri Pokhrel
05:52 21 Jan 21
Justin created a great call centre fundamentals program for our organisation, based on the skill gaps needed filling. Although it was at the height of the Melbourne lockdown the session was still interactive, interesting and achieved the desired result.
Sarsha S
Sarsha S
23:39 22 Dec 20
Really enjoyed course on handling difficult customers. I came away with a number of tools that I can use not only with customers, but also day to day life.
Justin from CX responded promptly to my training enquiry. He heard what we wanted and we discussed best way to present this during Melbourne Lockdown. He conducted the introduction to contact centre leadership remotely with a small group. He weaved his contact centre experience with humour and activities that were appropriate and engaging. At the end each person agreed that they learnt lots and were going to apply at least one thing back in their role. I would highly recommend CX and Justin for training and support.
Kaylee Gerbes
Kaylee Gerbes
23:43 21 Sep 20
js_loader

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 its 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. 

Contact Centre Training Courses by CX Skills Australia

Customer Service Training Courses

Customer Service training doesn’t just belong to the contact centre. Whether its customer service teams, 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.

And it’s not just in the call centre or retail counter, we also have customer service courses for Live Chat and Emails to ensure your customers receive great customer service no matter which channel they choose to engage in.

Customer service training courses Australia

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.

Customer Experience Courses by CX Skills including CXPA courses

Employee Wellbeing 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 important 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, Stress Management and How to Manage Difficult Customers.

Employee Wellbeing training courses

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 current applicable COVID restrictions.

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 offer more flexibility with dates and times and can be a cost-effective method to train larger groups.

For those that like to train at their own pace, we are continually adding self-paced training courses across a range of different topics.

Online customer service training by CX Skills

Contact centre, Customer Service and Customer Experience (CX) 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.