About CX Skills

CX Skills is a local Australian business that offers courses exclusively in the call centre, customer service and customer experience industry with a customer based in Australia, the broader Asia Pacific region and more recently, the entire world!

Launched in late 2018 by Australian Contact Centre and CX industry veteran Justin Tippett, the goal was to partner with leading trainers and companies from around the world who share the same passion and drive in advancing the contact centre, customer experience and customer service industries by offering high-quality training courses that can truly make a difference.

About CX Skills training in Australia — One of our first classes we held in Melbourne 2019

We’ve been incredibly fortunate that even with the challenges of COVID, we’ve had a large number of companies both locally and from overseas that have trusted us with helping them to improve the skills for themselves, their employees or both!

And our Customer Testimonials tell us that we’re on the right track. But with Customer Experience continuing to become a competitive point of difference for organisations and demand increasing across the world there is no time to rest on our laurels!

Throughout 2022 we’ll continue to offer new courses and as with all our training courses, the content will be continually optimised to ensure you learn from the very best.

The move to online training

When CX Skills launched in late 2018, we had no idea just how much the world was going to change. At that point, online training was not even on the horizon. We had already run some local training events flying global CX & Contact Centre expert Daniel Ord down to Australia to run some great workshops in Melbourne with plans for more a lot more courses to follow.

Of course, everything changed with COVID and like many businesses (and employees) we had to quickly adapt to an online world.

Of course, sometimes face to face is still better and as COVID rules are relaxed within Australia and across the Asia Pacific, we hope to be offering the choice of online or onsite again in the future.

Online customer service emails training course — Moving to online learning has delivered a number of unexpected benefits!

And whilst it took some adjusting at first, we have now taken full advantage of online training as it has delivered some unexpected positive benefits:

We can offer courses at a cheaper rate as we no longer have travel and venue costs we need to factor in (especially for global trainers).
With the physical barrier removed, our courses are available to a much wider audience and we’ve literally had students join us from all over the world (as good contact centre, customer service and customer experience skills are location agnostic).
We have been able to deliver a wider range of courses, and more often, providing more flexibility in finding the right course to suit your requirements.
From a learning perspective, being able to break the training into smaller chunks over a longer period can be more beneficial than trying to cram everything into a one or two day course.
It’s been much easier for businesses to balance operations. Rather than run a full day course for example that required employees to be offline for the whole day, a one day course can now easily be spread out over 2,3,4 days. And no travel time for offsite events delivers further benefits.

Customer Reviews and Testimonials

4.9

We have an average customer rating of 4.9 out of 5 stars across all our courses (based on 112 reviews)

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As a training business, we live and die by our customer testimonials and we wouldn’t have it any other way! All of our training partners are incredibly passionate about the training they provide and we take all feedback extremely seriously as it provides us with an opportunity to continually refine our courses to ensure we meet (and exceed) expectations. Below is a sample of our most recent reviews – you can read all the customer reviews here >

If you need to chat, why not Live Chat!

25 February 2022

This course was really good. Daniel was a great instructor and had a lot of good tips and helpful advise

Marion Law

Consumer Service Co-ordinator

Unicharm Australasia

Invaluable Information!

28 January 2022

Thank you to Daniel, Marcus and Justin for this presentation, though we think we know a fair amount of “what customers want” and “how customers like to be treated” and “how to speak in an email or over the phone”, it’s always a good lesson to hear how others would present and solve a customer complaint. The presentation was extremely valuable and gets the juices flowing and really makes you think before responding to emails.

Victoria Scobie

Customer Relations Executive

Viking Cruises

Helpful, practical advice

9 December 2021

Review of December 2021 How to Monitor and Coach Contact Centre Agents

Thanks Daniel and Justin for running another course full of helpful and practical advice. The lessons learnt in this coaching and monitoring course can be applied to many aspects of our day to day work.

Sheree Laursen

Team Leader, Customer Service and Education

PLSA

Engaging and insightful

3 December 2021

Review of December 2021 How to Monitor and Coach Contact Centre Agents

I have taken many learnings from this course. Daniel presented in an delightfully engaging manner and provided a wealth of knowledge and insight. I see a lot of long term benefit from this course. It has sparked new ideas, and has shifted my mindset in several ways. Daniel provided many practical tools to utilise, and presented some fantastic ideas and valuable feedback.

Amanda Buisson

Senior Customer Service and Education Officer

Portable Long Service Authority

Google Reviews

As well as receiving reviews and testimonials from customers after they complete a course, we also invite all customers to leave a review on Google with the latest reviews below. Google reviews cannot be edited by the business so you can be assured of their authenticity.

Highly Recommended!

Raheel Almas

05:53 21 Apr 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

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

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

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

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

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

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

04:45 16 Jul 21

Dirk van Noort

12:06 12 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

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

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

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

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

04:45 29 Mar 21

Game-changing training and insight. Highly recommend CX Skills training program.

Lee Siefken

22:57 15 Mar 21

An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.

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

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

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

03:58 25 Feb 21

A very well structured training course. The trainer was very knowledgeable and a very good presenter.

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

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

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

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.

Katherine Robshaw Ed Dept

04:06 30 Nov 20

Linda P

04:52 16 Nov 20

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

23:43 21 Sep 20

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The CX Skills Difference

We might only be a small team, but we are incredibly proud of the courses we offer, the trainers we partner with and the quality of our training courses and we’ve been humbled by the number of repeat customers who have engaged us on numerous occasions to help them on their journey.

A few more things about CX Skills:

We only specialise in training courses related to Customer Experience, Customer Service and Contact Centres.
We only partner with trainers who are industry experts with the ‘runs on the board’. If we wouldn’t let them train staff in one of our business, we certainly wouldn’t let them train in yours.
We are committed to leading and growing our industry and we are one of the founding partners in the Australian Customer Experience Professionals Association (ACXPA) that launches in 2022.

The CX Skills Guiding Principles

Thanks to our global best-practice training partners, we offer a range of courses from short beginner courses to advanced high-performance workshops. Regardless of the trainer facilitating the course, you’ll always experience the same guiding principles in every CX Skills course you attend:

Quality matters – We take the time to make sure all our courses are regularly updated to ensure we deliver optimal value to attendees.

Make learning fun – We create a fun, rewarding and safe environment for people to laugh, learn and grow.

Facilitate Networks – We help course participants to build and nurture a professional network for support and growth opportunities.

Pride – We are proud and passionate about the Customer Experience, Customer Service and Contact Centre industry and the amazing career opportunities it provides and we make no apologies for protecting and promoting our industry!

So whether you are just starting your own personal customer experience, customer service or contact centre journey or you are looking for solutions to transform your workforce, we’d love the opportunity to be a part of your future success.

Got questions about any of our courses? Want to talk about training solutions for your whole team or centre? Contact us on +61 3 9008 7287 between 8:30 am to 5:30 pm AEST/AEDT Monday to Friday or send us a message anytime >

Training Course Categories

All our courses are now available online – to see all the available courses by category, just click on the applicable button below. If you can’t find a course that meets your requirements, please contact us to discuss a customised training program.

Contact Centre Courses

Customer Service Courses

Customer Experience Courses

Employee Wellbeing Courses

Live Chat Courses

Email Customer Service Courses

Net Promoter Scores

Back Office Optimisation

Online via Zoom

Learn how to manage angry, upset and difficult customers with confidence in this 2 x 4-hour July 2022 online course suitable for all customer-facing employees.

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