Customer Experience (CX) Management for Team Leaders
A practical, real-world CX course designed and delivered by Daniel Ord .
Among all roles in the Contact Centre, none has more day-to-day influence on Customer Experience than the Team Leader. Every roster, huddle, quality discussion and coaching conversation shapes how customers feel.
Customer Experience (CX) Management for Team Leaders gives TLs a clear understanding of what CX actually is, how it connects to business performance, and how to translate CX strategy, journeys and metrics into daily leadership conversations with their teams.
- Delivered on limited public dates
- 2 × 4.5 hour live online sessions
- Built from 25+ years of global CX practice
- Understand CX, why it matters and how it links to business results
- Use CX architecture — lifecycles, journeys and touchpoints — with your team
- Connect VOC and CX metrics to everyday coaching, quality and communication
Why CX Management Training Matters for Team Leaders
Most CX strategies are written in decks and documents far away from the Contact Centre floor. Team Leaders are then told to “drive CX” without a shared understanding of what that actually looks like in day-to-day practice.
Without a clear CX foundation, TLs struggle to connect journeys, VOC, metrics and business outcomes to the way they coach, plan and communicate with their teams. CX ends up sounding abstract instead of actionable.
Customer Experience (CX) Management for Team Leaders demystifies CX and gives TLs a practical way to use lifecycles, journeys, CX strategy, VOC insights and metrics to guide decisions and conversations.
It’s CX, translated into the language and reality of frontline leadership.
A short interview with Daniel Ord introducing this course
This brief conversation introduces the CX focus of the course, who it’s designed for, and how Team Leaders typically apply CX thinking in their day-to-day leadership and customer interactions.
Tip: If you’re looking for deeper training on CX strategy, measurement and end-to-end experience design, see our CX Management Fundamentals course.
Who Is This Course Suitable For?
Customer Experience (CX) Management for Team Leaders is designed for Management and Supervisor levels working in Contact Centre and Customer Service environments — whether new or experienced.
It’s ideal for Team Leaders who want to move beyond “handle time and scores” to a more complete understanding of CX, and for Senior TLs or aspiring leaders who need a confident way to link company CX ambitions to team behaviour.
The course is especially valuable where organisations are investing in CX, VOC and journey work, but need Team Leaders to understand what it all means for coaching, quality and day-to-day leadership.
This course is one of four programs in Daniel Ord’s Team Leader Development Pathway, which includes Call Centre Operations Management, Quality Management & Coaching, Leadership & People Management, and Customer Experience Management.
Typical roles that benefit from this course include:
- Team Leaders / Supervisors: responsible for day-to-day CX performance and team behaviour.
- Senior Team Leaders: connecting CX strategy to multiple teams and channels.
- Emerging Leaders: high-potential Advisors preparing to step into Team Leader roles.
- CX / QA / Insights Partners: working closely with TLs to interpret VOC and CX metrics.
- Customer Service / Contact Centre Managers: wanting stronger CX literacy at TL level.
Delivered Live Online Across Two Consecutive Days
Customer Experience (CX) Management for Team Leaders is delivered as 2 × 4.5 hour live online sessions on consecutive days.
Day One focuses on the foundations: what CX is, how CX architecture works, and how CX connects to business performance. Day Two moves into CX strategy, Voice of the Customer and metrics — and what all of that means for Team Leaders and their teams.
Sessions are practical and interactive, using real examples, reflection and group discussion so TLs can see exactly how CX shows up in day-to-day leadership.
- ✔️ Live, practical CX training focused on real TL scenarios
- ✔️ Clear models and frameworks TLs can explain back to their teams
- ✔️ Built for busy Team Leaders who need usable, human approaches to CX
TLs leave with a CX playbook they can bring straight into quality, coaching and team communication.
Course Modules
The course is built around four structured modules, each focused on a different aspect of Customer Experience management for Team Leaders.
Participants move from understanding CX and architecture, to CX strategy and VOC, to metrics, and finally to what it all means for their daily leadership practice.
1. Understanding Customer Experience
Team Leaders explore what CX really means and why it matters to customers, employees and the organisation. They learn how to see the world through customers’ eyes using a simple CX architecture.
Topics include the business rationale for CX, CX ecosystem, customer lifecycles, journeys, jobs to be done, touchpoints, expectations and the difference between Customer Service and CX.
2. CX Strategy & Voice of the Customer
This module covers the core elements of CX strategy and how organisations listen to customers in practice.
Topics include purpose and CX vision, research methods, personas, journey mapping and how Voice of the Customer dashboards turn feedback into insight that informs CX decisions.
3. CX Metrics — Are We on the Right Track?
Team Leaders learn how CX metrics work and how they cascade from organisation-level goals down to frontline behaviour.
Topics include descriptive, perception and outcome metrics, data architecture, and how CX measures connect to business results.
4. What This Means for You as a Team Leader
The final module brings everything together and focuses on how TLs apply CX thinking in real life with their teams.
Topics include the Team Leader as CX translator, applying CX concepts to quality and coaching, using VOC insights in daily operations, which metrics TLs can influence, and how to teach and reinforce customer expectations with the team.
What You’ll Be Able To Do After This Course
Customer Experience (CX) Management for Team Leaders builds practical CX capability that TLs can apply immediately in their day-to-day leadership.
- Explain what Customer Experience is, why it matters, and how it links to business performance.
- Use CX architecture — lifecycles, journeys, jobs to be done and touchpoints — to better understand customer relationships and experiences.
- Distinguish clearly between Customer Service and Customer Experience, and articulate how the two disciplines work together.
- Interpret CX strategy elements such as organisational purpose, CX vision and customer expectations.
- Understand how Voice of the Customer (VOC) works, including key research methods, personas, journey mapping and VOC dashboards.
- Make sense of CX metrics, how they cascade through the organisation and how they connect to business outcomes.
- Apply CX principles in daily leadership work — including coaching, quality discussions, team communication and cross-functional collaboration.
- Translate company-level CX strategy into clear, actionable expectations for frontline teams.
TEAM LEADER DEVELOPMENT PATHWAY
Explore the Daniel Ord Team Leader Development Pathway
The Team Leader role rarely comes with formal training. Most people move up because they excelled in frontline work — then discover the job requires a completely different skillset. The Team Leader Development Pathway fills that gap, providing clear, practical, real-world training for Team Leaders at every stage of experience.
This CX for Call Centre Team Leaders course is one of four courses covering Call Centre Operations, Quality & Coaching, Leadership & People Management, and Customer Experience — each one standalone, but together forming a complete foundation for confident, capable Team Leader performance.
Call Centre Operations Management for Team Leaders
Understand the processes, metrics and dynamics that drive performance — and how daily TL decisions influence customers, employees and results.
View courseQuality Management & Coaching for Team Leaders
Learn how to define, measure and coach service quality using standards, monitoring and supportive, performance-shifting conversations.
View courseLeadership & People Management for Team Leaders
Move from firefighter to leader — build trust, hold the right conversations, and create team rhythms that drive performance, growth and engagement.
View courseCustomer Experience Management for Team Leaders
Help Team Leaders connect journeys, VOC and CX metrics to daily decisions, coaching and communication in the Contact Centre.
You’re viewing this courseLooking for broader CX and contact centre management coverage?
For managers and senior leaders, we also offer: Introduction to Contact Centre Management , Contact Centre Management Fundamentals and, for CX leaders operating beyond the Contact Centre, CX Management Fundamentals .
About Your Trainer, Daniel Ord
The Customer Experience Management for Team Leaders course is designed and facilitated by Daniel Ord, one of the most respected global educators in Customer Experience and Contact Centre management. Daniel has trained CX and service professionals around the world for more than 25 years, specialising in helping organisations lift CX capability at every leadership level.
Daniel brings deep expertise in CX strategy, journeys, metrics, VOC and communication — and translates these concepts into practical, real-world guidance for Contact Centre Team Leaders. TLs learn how their daily decisions, coaching and communication shape customer perception and influence the broader customer journey.
Team Leaders walk away with a clearer understanding of CX fundamentals, how to connect data and insights to the floor, and how to communicate CX thinking in a way that influences both frontline agents and stakeholders.
Daniel has trained over 50,000 participants across over 40 countries and is regularly featured in leading customer management publications and presenting keynote speeches across the world.
Credentials-wise, Dan is a Certified Customer Experience Professional (CCXP), an International Customer Management Institute (ICMI) Certified Associate, a Call Centre Industry Advisory Council Training Partner (CIAC) and is Net Promoter Certified.
Daniel is consistently regarded as the best trainer in the industry with his incredible subject matter expertise, excellent storytelling with real-world examples, a great sense of humour and a clear passion for the industry and helping people achieve success.
So it's not surprising to note that despite all the numerous industry accolades and recognition, it's the Customer Testimonials Daniel is most proud of and you can read a selection of his recent testimonials below.
What People Say About Training with Daniel Ord
Daniel Ord’s training has been delivered globally for decades across operations, quality, leadership and customer experience. The feedback is consistently strong: clear explanations, practical models and a delivery style that makes complex ideas easy to understand and apply.
Participants across industries talk about leaving Daniel’s programs with sharper tools, a shared language and the confidence to lead performance the right way. Here’s a sample of what people have said about training with Daniel:
Passion oozes and learning is fun
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!
Great overview of the key metrics and considerations for managing a contact centre.
The Contact Centre Management Fundamentals course offers a comprehensive and practical overview of the essential principles required to effectively manage a contact centre. Covering core metrics and operational strategies, the course is well-suited for both new and experienced managers overseeing small or large teams.
A standout feature of the course was the facilitation by Daniel, whose engaging style and inclusive approach fostered open communication and active participation among all attendees. His ability to encourage dialogue and share real-world insights made the learning experience both dynamic and relatable.
Whether you’re stepping into a contact centre leadership role or looking to refine your management approach, this course provides valuable tools and frameworks to support performance, engagement, and service excellence. Highly recommended for professionals seeking to strengthen their foundational knowledge and drive impactful results.
Engaging and structured!
Daniel has made the 4 x half days fly very quickly, even through online delivery. The course was very engaging and informative. He has made the big beast of CX management not so scary and gave practical examples of where to start. The big takeaway for me is how all the many “big” aspects tie together, and that we don’t need to know all of it to get our CX journey going. Thank you Daniel and Marcus!
Top Tier!
This course was helpful in breaking down how to build a quality contact centre QA framework, and has challenged my thinking of what we had already established. I particularly found the segment around the Service Vision was the most interesting for me.
Daniel was an amazing facilitator, making the space feel safe to contribute thoughts and ideas.
Truly Enlightening
Big thanks to Daniel and Marcus for the incredible two days training. I appreciate and acknowledge your effort in providing us with better understanding of how to enhance email, communicate well using structured framework and associate techniques. Thank you.
Thankyou!
Very informative training. I will definitely apply the knowledge gained from the email customer service training in my everyday communications with the customers. Thank you team!
Best Email Training!
This training was great because we were able to lean a lot within two days. While on the first day of the training, I was already able to picking on my errors and make the changes very quickly.
Priceless and engaging
This was one of the most enjoyable courses that I have ever done. No boring bits! Daniel was amazing and kept us totally engaged in this interactive course. Our comments and opinions were warmly welcomed. The course content was priceless for our roles in customer service.
Of course, we were given tools to make sure our customers were given top tier customer service. What I didn’t expect was how these tools would also benefit us so much. I feel more confident and calmer moving forward. While all of this is a work in progress, I am excited to try these new techniques, have fun with them and no doubt enjoy great results. Thank you so much!
Engaging session very relevant to our business
We recently attended the Managing Difficult Customers Course presented by Daniel Ord and found it to be highly beneficial. Daniel was an engaging presenter who kept us captivated throughout the session. The course covered many relevant topics that directly apply to our day-to-day work.
We thoroughly enjoyed the course and are already discussing ways to tweak our current practices to incorporate the strategies we learned. Overall, it was an insightful and practical experience that we believe will significantly enhance our customer relations.
Enlighting and helpful
An enjoyable course providing valuable insights to help to have valuable conversations with our customers. Well presented and very engaging. Great Job!
AMAZING!!!
I would highly recommend this course to any new or experienced Quality Assurance member. I am new to the role and have gained so much from this course. Myself and a colleague are in new roles in a brand new team where we have had to build our roles from the ground up. Whilst we have done this since Feb 2025 this course and Daniel have given myself and my colleague very valuable information that will assist us in developing ourselves, it will also assist in the development of our teams.
Fantastic course!
A really a comprehensive and enjoyable course to attend.
A great course
Daniel was fantastic! The course gave me a fresh perspective of how to deal with difficult interactions with customers as well as different techniques when having those tough conversations. I highly recommend this course!
This training session was awesome!
Daniel did an excellent job sharing tips and tricks for handling conversations with difficult customers. I will definitely use the tools he provided! Thank you Daniel & Marcus
Friendly, Insightful, Professional
Daniel’s course was a very pleasant experience. His friendly and open approach creates wholesome environments where all participants can engage and ask questions. His course material is also easy to understand, easy to remember, insightful and helpful.
You can really see how applicable his course material is to your work and how teaching this course has evolved based on the feedback he has received while teaching it.
Trusted by Leading Organisations Across Australia
Hundreds of businesses — from local councils to national brands — have chosen CX Skills to upskill their teams with practical, real-world customer service training.
Pricing and Payment Options
The Customer Experience Management for Team Leaders course is delivered live online across two consecutive days as 2 × 4.5-hour sessions, facilitated by Daniel Ord. Public sessions run on select dates throughout the year and often fill quickly.
You can enrol a single Team Leader or book multiple seats for your leadership group. Choose your preferred date in the Upcoming Dates section below and complete your booking.
💳 Credit card and invoice payments are both accepted.
Sessions are intentionally capped for a high-quality learning experience. Booking early is recommended.
📅 Upcoming Public Courses - Customer Experience Management for Team Leaders
Join an upcoming Customer Experience Management for Team Leaders training course. Choose your preferred date below, go to the course page, and complete your booking in minutes.
This course is delivered live online across two consecutive days as 2 × 4.5-hour sessions. Sessions run on select dates throughout the year and often book out early.
Prefer to talk first or want private delivery for your Team Leaders? Call +61 3 9008 7287 or send us a message.
May 2026 CX for Call Centre Team Leaders
Online via Zoom Price: $897.00 AUD ex GSTLive online CX training for Team Leaders in May 2026. Learn CX architecture, journeys, VOC, CX strategy and metrics, and how to apply them in your team.