Call Centre Operations Management for Team Leaders

What an amazing course, very engaging and super helpful. I would recommend this course to all who are both new and experienced in the call centre environment.

Daniel delivered an excellent Contact Centre Management Fundamentals course that was both engaging and highly relevant to day-to-day contact centre operations. The training provided practical leadership strategies, effective coaching techniques, and valuable insights into managing performance and team engagement.

I found the content easy to apply in a real-world environment, and Daniel’s experience and facilitation style kept the sessions interactive and informative throughout. I would highly recommend this course to anyone looking to strengthen their contact centre leadership and management skills.

I found the training insightful. I’ve been in contact centre environment for nearly 10 years and wished I’d had this training 10 years ago. Daniel was very engaging with everyone.

I like how Daniel broke it down into more focus sections, which then led onto the next section. I took multiple things out of each day of training. Would highly recommend this course for any contact centre leader.

Daniel covered a range of essential topics that have fundamentally changed the way that I think about performance, and measuring performance, in my Contact Centre.

Having participated in this course with several managers from our contact centre, it has also been incredibly powerful for our team to be aligned and have a shared understanding of these concepts.

I am certain this course has prepared us to drive meaningful and valuable uplift for our teams, that will also positively impact our customers too. Thanks to Daniel for this fantastic course, and will be absolutely recommending to anyone in a similar position.

I really enjoyed the information provided, it was valuable in learning something new and refreshing some knowledge I had before that must have fallen behind the filing cabinet of life along the way.

Every element is clearly explained, lots of discussion and great stories along the way to bring it all together. If you have been working in call centres for a long time, or this is your first rodeo in the contact centre world – this is a must do course for any leader who wants to really understand the science and be more effective.

Daniel was a fantastic facilitator, the content was also super insightful. Would recommend the course to anyone working in contact centres.

I’ve attended a lot of CX and Customer Service Training throughout my career and I can say hands-down that Daniel is an exceptional facilitator. He has a natural ability to draw insights and experiences out of participants rather than simply presenting content. This approach creates genuine buy-in and ensures the discussions are relevant to our contact centre and the challenges our teams face every day.

He consistently reinforces the importance of maintaining a positive mindset and not being drawn into a customer’s negativity, while still demonstrating empathy and professionalism. These messages were woven naturally throughout the course and resonated strongly with the team.

Despite delivering the training online, Daniel kept participants highly engaged throughout. His energy, authenticity, and interactive facilitation style made it easy for everyone to contribute, which is no small achievement in a virtual environment.

Daniel is approachable, knowledgeable, and an excellent communicator. He creates a psychologically safe learning environment where people feel comfortable asking questions, sharing experiences, and challenging their own thinking. He also takes time to praise the conversations taking place and notes when people are hitting the mark which creates enthusiasm and excitement in his participants. He adapts seamlessly to the needs of the group, provides practical and relevant examples, and strikes the perfect balance between theory and real-world application.

I would highly recommend Daniel to any organisation looking to build customer service capability through engaging, practical, and memorable training.

Really valuable training, I found the five chairs concept to be really interesting, I will aim to use UNER and UER to help with those difficult conversations!

I learnt a lot from this course. Great to learn new techniques and ways of looking at things.

Highly recommended, the course is good!

Daniel and Marcus were brilliant in delivering a 2-day course (4-hours each day) that is current, relevant and easily tailored to different types of Call Centre leadership roles. I’ve acquired skills that I can implement immediately in my role to help create and maintain an environment and culture where our people thrive.

I thoroughly enjoyed the Operations Management for Team Leaders training conducted by Daniel Ord. His training style is enriching and highly applicable to today’s context, making the content relevant and easy to relate to. Daniel is an engaging trainer who keeps you on your toes throughout — you certainly won’t find yourself dozing off!

What stood out most was how he opened up perspectives from multiple angles — the management view, the employee view, the customer view, and the reality on the ground.

A special mention to Marcus, who was incredibly helpful throughout the training. When we were unable to access the training materials, he promptly stepped in, which was greatly appreciated!

I felt that Dan had a real passion for the topic at hand and expertly guided us through the topics, as well as answering questions in depth.

In a world where customer service increasingly handles complex and often frustrating issues left behind by automated systems, Daniel and his team provide a wide range of practical tools that bring a much-needed human touch to customer interactions.

Very easy to understand and apply to workplace. Gives great tools for managing difficult customer interactions and improving customer experience. I would recommend this course for any business, as applying this training will improve customer outcomes and increase staff confidence.

Great training with useful techniques for managing difficult customers

I learnt what type of ‘chair’ I was and that the green would be more relevant in customer service, using the UNER technique.

Lots of different techniques were learnt and I found it to be a refreshing approach to customer service training. Dan and Marcus were lovely.

I recently completed this course and found it incredibly valuable. Daniel was a standout—highly experienced, knowledgeable, and genuinely a pleasure to listen to. His delivery was almost therapeutic at times, and he created a great environment for open discussion.

The content itself was strong and really helped me build my skills, especially in thinking about how to scale a CX practice within my organisation. The only improvement I’d suggest would be more opportunities to directly apply the theories to our own organisational contexts and receive feedback—but I understand time constraints likely made that difficult.

Overall, a great experience, and it’s definitely inspired me to consider pursuing the CCXP exam.

It was great to link all the elements of CX together. A clear path of which CX muscle to flex to deliver an outcome. Comprehensive, refreshing, engaging and great for those with years of experience or just new on the scene. You will learn something!