CX & CONTACT CENTRE
TRAINING SPECIALISTS
Select what training you need:
UPCOMING ONLINE TRAINING COURSES
Introduction to Contact Centre Management – November 2021
Help upskill, prepare and inspire your new and existing Team Leaders on the basic fundamentals of contact centre management
Managing Difficult Customers – November 2021
Learn how to manage difficult customers in this 2 x 4-hour November 2021 online masterclass facilitated by world CX & Contact Centre expert Daniel Ord.
Customer Service Emails – November 2021
Learn how to connect with customers through email (sales or service) using a structured framework delivered by a global CX expert over 2 x 4-hour sessions across two consecutive days.
Quality Assurance for Contact Centres – November 2021
Learn how to design and build a quality assurance program for customer service, call centres etc that will drive customer service excellence in our November 2021 online course delivered by global expert Daniel Ord.
Create Amazing Call Centre Team Leaders – November 2021
Gain the skills and access to 18 customisable resources in the November 2021 Create Amazing Call Centre Team Leaders training course delivered online over ZOOM.
How to Monitor and Coach Contact Centre Agents – December 2021
Learn the skills to effectively Monitor and Coach Contact Centre Agents in this December 2021 training course delivered online by global expert Daniel Ord.
Managing Difficult Customers – January 2022
Learn how to manage difficult customers with confidence in this 2 x 4-hour January 2022 online course delivered by world CX & Contact Centre expert Daniel Ord.
Customer Experience Management Training – February 2022
Master the five core competencies of CX Management (Customer Experience) with our February 2022 online training course delivered by global CX expert Daniel Ord.
How to Monitor and Coach Contact Centre Agents – February 2022
Learn the skills to effectively Monitor and Coach Contact Centre Agents in this February 2022 training course delivered online by global expert Daniel Ord.
Live Chat Customer Service Training February 2022
The Live Chat February 2022 Customer Service course is for frontline agents handling live chat conversations with customers delivered over 2 x 4-hour online sessions facilitated by global CX expert Daniel Ord.
Contact Centre Management Fundamentals – March 2022
Learn global best practice contact centre management skills in these 16 hours (4 x 4-hour sessions) March 2022 online training course delivered by global expert Daniel Ord.
Managing Difficult Customers – March 2022
Learn how to manage difficult customers with confidence in this 2 x 4-hour March 2022 online course delivered by world CX & Contact Centre expert Daniel Ord.
Customer Experience Management Training – May 2022
Master the five core competencies of CX Management (Customer Experience) with our May 2022 online training course delivered by global CX expert Daniel Ord.
Managing Difficult Customers – May 2022
Learn how to manage difficult customers with confidence in this 2 x 4-hour May 2022 online course delivered by world CX & Contact Centre expert Daniel Ord.
Contact Centre Management Fundamentals – June 2022
Learn global best practice contact centre management skills in these 16 hours (4 x 4-hour sessions) June 2022 online training course delivered by global expert Daniel Ord.
Reviews & Testimonials
Our best advocates are attendees who have completed our courses – we have only just started using Google Reviews (we were a bit late to the party 🤦♂️ ) but you’ll also find written and video testimonials for CX Skills on the individual course pages.
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 Central 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, Education and Advice Team Leader, TWU Super
What a fantastic, informative, fun and mind-changing course! Loved every minute of it and learned so much; things that will remain with me for a very, very long time. Having a presenter like Daniel Ord, who made the whole course so engaging, makes all the difference. I can honestly say, this is the best course I have ever attended. A special thank you also goes out to Justin and Marcus! – Amanda, Enrolment Officer, Harrisdale Secondary School
It is one of the best courses I have done in my career. It was all so relevant and logical. My challenge now will be ‘where to start’! It was great meeting everyone and hearing their stories too – Christine, Capability Manager, Contact Centre Branch, Water Corporation
I loved the training! I’d been looking for this type of training for some time and it certainly exceeded all my expectations. A great opportunity to learn the fundamental principles and frameworks behind Customer Experience – Katrina, Manager Commercial Operations, The Gordon
Contact Centre Training Courses
When it comes to contact centres, one thing is for sure – they are diverse! From small 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 program and so CX Skills has a range of call centre courses all delivered by proven industry experts who have walked the walk (or more importantly talked the talk!) to help you deliver a best-practice contact centre operations.
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 Service Training Courses
Customer Service training doesn’t just belong to the contact centre. Whether its customer service teams, 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 courses for Live Chat and Emails to ensure your customers receive great customer service no matter which channel they choose to engage in.
Customer Experience (CX) Training Courses
As well as contact centre and customer service training courses, we also offer 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.
Online, Public or Private Training Courses
All our contact centre, customer experience and customer service courses can be delivered online (live via ZOOM teleconferencing) or in-person subject to the current 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.
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 an effective method to train larger groups and ensure all your staff are ‘on the same page’.
Contact centre, Customer Service and Customer Experience (CX) training courses to suit all skills and budgets
The customer experience and call centre training specialists in Asia Pacific
Unlike corporate training companies with hundreds of different courses, we only specialise in the contact centre, CX and customer service industry and all of our courses are designed and facilitated by industry experts with decades of experience to deliver real, practical skills backed by real-life examples and stories to bring the training to life and that deliver results.
Based in Melbourne Australia, we offer both online and onsite training programs across the world including Australia, New Zealand, Singapore, Malaysia, Hong Kong, China, Thailand, Vietnam, Fiji, PNG and a whole lot more!
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