Contact Centre Management Fundamentals Training Course
$1,897 AUD per person
The Contact Centre Management Fundamentals training course teaches global best-practice contact centre operations to improve the performance of any inbound contact centre regardless of the size, location or industry of your contact centre.
Not only will you learn the leading contact centre management strategies to empower your team to improve performance with efficiency, but you’ll also be equipped with the practical skills you need to implement everything that you learn, delivering an immediate return on your investment.
Importantly, this course is completely agnostic – it is not associated with any vendors, consulting groups, etc, pushing their own agendas, so it doesn’t matter what your contact centre technology platform is.
It’s a course that’s been honed over 20 years and is based on leading industry best practices to provide you with skills and knowledge that can be implemented effectively into any inbound contact centre to improve performance.
Facilitated by international expert Daniel Ord, this is the gold standard for contact centre management training across the world for good reason.
With thousands of satisfied customer testimonials, Daniel is one of the most sought-after contact centre trainers on the planet, with impeccable experience and extensive qualifications combined with great storytelling and a contagious passion for the industry; this course is truly essential for anyone in a contact centre manager role.
Informative, Educational and Fun!
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.
In this course you’ll learn how to:
IMPLEMENT A CUSTOMER SERVICE VISION, MANAGE QUALITY AND CONDUCT EFFECTIVE COACHING.
FORECAST STAFF WORKLOAD TO MAXIMISE EFFICIENCY.
CALCULATE AND MANAGE CALL CENTRE BUDGETS.
EFFECTIVELY MEASURE STAFF PERFORMANCE.
UNDERSTAND KEY METRICS, HOW THEY WORK AND WHICH ONES TO USE IN YOUR CENTRE.
Meet the course designer and facilitator, Daniel Ord
The value and power of any training course are aligned with the skill and experience of the trainer, and at CX Skills, it’s what sets our training apart as we only use trainers who we know deliver exceptional outcomes.
In this video, founder of CX Skills and local contact centre expert Justin Tippett talks to the course designer and facilitator, Daniel Ord, about the Contact Centre Management Fundamentals course.
Course Suitability
The Contact Centre Management Fundamentals training course will benefit anyone who wants to understand the fundamentals that apply to all inbound contact centres, including roles such as:
- A current Team Leader who is preparing to move into a more senior role contact centre leadership role (i.e. Senior Team Leader, Operations Manager or Contact Centre Manager).
- A current contact centre manager who is looking to acquire global best-practice contact centre management skills to help them improve their existing operations.
- A current contact centre manager who has learned on the job and has never had any formal contact centre management training.
- A newcomer to contact centre management who may have been ‘thrown’ in the contact centre manager role and needs to equip themselves with the skills to manage the centre effectively.
- A senior executive who has assumed accountability for the contact centre channel and would like to equip themselves with the core fundamentals to enable them to effectively manage the channel and communicate with the contact centre leadership team.
16 Hours of Live, Facilitated Learning delivered via 4 x 4-hour sessions:
The Contact Centre Manager Fundamentals course is delivered live via Zoom across 4 x 4-hour online modules.
The four modules are delivered across four consecutive days to maximise learning effectiveness.
Regular breaks are included to ensure you can maintain focus throughout the course and with just half the day committed to learning, there is still some bandwidth left to enable you to stay on top of any pressing issues.
Module 1: Begin at the Beginning – Customer Wait Time (4 hours)
For the Contact Centre to achieve Customer, Employee & Organisational goals requires a masterly level understanding of Service Level, Response Time and associated Wait Time metrics.
We share the practices that matter – and the ones that don’t. Along with Service Level Recovery plans, interpreting Readerboard data and improving queue management in real-time.
Module 2: Measuring Contact Centre Success (4 hours)
What is ‘efficiency’ in a Contact Centre? Setting & measuring the right KPIs for different job roles is a senior management responsibility. Because when you get it right – you get great performance.
When it’s not right – or based on a misaligned understanding of how Contact Centres really work – you get barriers to performance.
We share our popular Agent & Team Leader P, Q & A performance system – so easy to understand and explain it helps transform Contact Centre performance almost immediately.
Module 3: Forecasting Practices (4 hours)
Healthy Workforce Management practices are foundational to Centre success. While not everyone needs to ‘do’ WFM, everyone needs to understand what is involved and how they contribute to success.
Time Series Forecasting, Bottoms Up Forecasting, Blending in Judgement – we cover the essentials so everyone can do their part when it comes to WFM.
Note: If you want to deep-dive into WFM we recommend the WFM Essentials course.
Module 4: Contact Centre University (4 hours)
If there were a Contact Centre University, these topics would be included in the curriculum – the Immutable Laws, the role & use of Erlang C, Shrinkage, using the Response Time Formula and, of course, the right way to budget Contact Centre Labour.
You’ll gain a solid understanding of how to articulate the Contact Centre complexities to both senior management and your own Team Members.
Outstanding course- highly recommend for any Contact Centre Manager
Excellent course with a well thought and usefull material that can be put into practice immediately . Definitely will help to solve a lot of common challenges any CCM experiences. Many CCMs get their knowledge through experience and passed from their leaders, however this course certain helps to complete the knowledge gaps and also challenge some of the way you were taught. Thanks to Dan and Marcus .
Optimised for online training
The course is delivered via Zoom teleconferencing across 4 x 4-hour sessions, and the available dates and times for the Contact Centre Management Fundamentals training courses are at the bottom of this page.
Being online, the course is accessible to anyone with an internet connection, whether they are working from home, in the office, or in a remote location. Regular break times are provided during the sessions to ensure learning outcomes are maximised.
The 4-hour daily sessions provide the flexibility to manage any urgent work or personal matters while allowing for progressive learning.
This approach gives you the valuable opportunity to absorb and reflect on the content each day—a significant advantage over attending an intensive, on-site course.
Additionally, the online setup has allowed us to attract a more diverse group of attendees from across the globe, including the UK, USA, Germany, Hungary, Malaysia, Singapore, New Zealand, Hong Kong, and Australia.
This international mix enriches the learning experience through interactive discussions and valuable insights from other contact centre professionals worldwide, providing a broader perspective than what’s possible in an in-person setting.
What happens in the course:
learn leading contact centre management practices supported by quizzes, exercises and discussions in a fun, supportive online environment with other contact centre professionals.
The course is designed to help you develop superior mastery of this often complex and misunderstood area, bringing you global best practices honed with decades of experience.
And it’s not just theory! You’ll be able to immediately apply and implement your learnings to deliver instant benefits to your call centre.
The course is highly interactive, and Daniel Ord is renowned for his highly engaging delivery style and for sharing great stories that bring it all to life!
What you’ll leave with
We understand that when you invest your time and money into upgrading your skills, you expect real, measurable results.
If your goal is to enhance efficiency, boost staff performance, and see a tangible improvement in your contact centre’s outcomes, this course delivers exactly that.
You’ll learn strategies to increase productivity, elevate employee engagement, and enhance the customer experience—giving your business a distinct competitive advantage.
The best-practice skills you gain are not only applicable to any inbound contact centre but are also entirely transferable, empowering you to make an impact wherever your career takes you.
On completing this course, you’ll be able to:
- Unlock the complete forecasting & staffing process, including how to calculate a labour budget and how to use an Erlang C Calculator.
- Learn exactly which metrics matter the most for each role in your centre.
- Understand the interrelationships between key metrics and how to interpret results.
- Learn where the leverage is to enhance efficiency and quality.
- Understand the job role and expected outcomes of the team leader and quality assurance roles.
- Learn how and when to implement self-coaching practices.
- Be in a position to guide others in their contact centre work.
- Develop new confidence as a contact centre manager!
About Your Trainer, Daniel Ord
The trainer for the Contact Centre Management Fundamentals training course is Daniel Ord from OmniTouch International – recognised as one of (if not THE!) leading customer experience and contact centre trainers in the world.
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.
Customer Testimonials for this course:
What truly sets Daniel Ord apart from other trainers is his exceptional subject matter expertise, his knack for storytelling with real-world examples, his great sense of humour, and his genuine passion for the industry and for helping people succeed.
It’s no wonder that, despite his many industry accolades and recognitions, Daniel’s greatest pride lies in the positive feedback from his clients.
Take a moment to read through a selection of his recent testimonials below.
Deep understanding of key concepts, connecting the dots, engaging atmosphere
Here’s why anyone looking to boost their professional game should consider this course:
1. **The Knowledge Depth is Something Else**: Having been in the tech consulting world for over 20 years, I thought I knew a thing or two about how contact centres tick. I’ve learned heaps from both hitting the books and real-life client work. But Daniel, he’s on another level. He peels back layers on stuff you thought you knew through and through, and he backs it all up with examples from top-tier companies. It makes all those theoretical concepts really come to life.
2. **It’s All Connected**: One of the coolest things about Daniel’s approach is how he connects the dots. It’s like putting together a giant puzzle – piece by piece, you start to see the big picture emerge, where everything flows together smoothly. It’s not just about memorizing stuff; it’s about seeing how one thing affects another, which is super helpful for remembering and applying what you learn.
3. **The Live Experience Rocks**: Daniel’s all about the live course vibe. You get to throw questions at him, chat with fellow participants, and even grow your network with some quality connections. Targeted at Aussies, for me it meant almost no sleep for four nights. But Daniel’s way of keeping things lively, with discussions and the odd joke, made it feel easy. Plus, being up when the world’s quiet meant fewer distractions and better focus on my end.
Wrapping it up, if you’re looking to level up or streamline your contact centre management skills, Daniel’s course is the way to go. Trust me, you’re going to get a lot out of it!
Happy learning!
Response from CX Skills
Wow! What are wonderful review – thank you so much Maksim and we’re thrilled you got so much out of the course and that you didn’t need too much coffee!
Great Learning Experience
The course was very informative and opened my eyes to many new ideas and concepts I previously had no knowledge of. This will definitily help improve our companies processes.
Daniel was a really great teacher, and is really impressive at keeping everyone engaged and positive reinforcement.
Overall, it was a very enjoyable course that I benefited alot from. Thank you!
Response from CX Skills
Thank you Jessica, glad to hear your enjoyed the course and that Daniel kept you engaged the whole way through (he has a tendency to do that!).
Wonderful course !!
This course was so informative and insightful. It was brilliantly delivered and should be mandatory for anyone working in management in a contact centre.
There were so many practical take aways that we have already started implementing (before the course even finished). I could not recommend this highly enough.
And Daniel kept us interested and engaged the whole time. Thanks so much!
Response from CX Skills
Thanks Anita, we agree – Daniel is a master at contact centres and its great to hear you’re already implementing some of the learnings before the course had even finished, love it!
Great Contact Centre Management course!
The trainer, Daniel well explained how contact centres works and this is exactly what I needed for my role. It was also great to learn practices and experiences from other trainees as well.
Daniel, thank you for the wonderful training. I really enjoyed the 4 days!
Great Contact Centre Management Course!
The contact centre management course was comprehensive and well-organized. It covered a wide range of topics, including contact centre metrics, workforce forecasting, and performance metrics.
The instructor (Daniel) was knowledgeable and engaging, and the course materials were easy to follow. I particularly appreciated the hands-on exercises and case studies, which helped me to apply what I learned to real-world situations.
Overall, I highly recommend this course to anyone looking to improve their skills in managing a contact centre.
The Perfect Contact Centre Management Course
Daniel was a fantastic, energetic and engaging presenter. This course starts at the beginning and provides a great foundation for what you need to manage a successful contact centre.
The course is excellent at identifying key metrics to measure performance and more importantly what metrics should never be targeted. As a newcomer to the CCM game, I learnt a lot and can’t wait to put it into practice. Highly recommend.
Interesting fundamentals course
Daniel is an engaging teacher who was able to keep the content interesting and relevant. The insight of key KPIs to be used in a Contact Centre was a good learning I have taken from this course.
Very informative
Coming into this course I had no idea what factors were involved in a contact centre, as this is a new role for me and the company, but now I feel confident to take what I have learnt and build on what we need to make our contact centre a success.
Thank you to Daniel on keeping us focused and making the experience fun and very informative.
Excellent!
Really enjoyed this course, thorough and broken down excellently, great engagement from Daniel and the pacing was on point!
Informative, Educational and Fun!
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.
About CX Skills
CX Skills is a specialist training business that only delivers customer service, customer experience (CX), contact centre, workforce optimisation (WFM/WFO) and workplace wellness courses designed and facilitated exclusively by industry professionals.
We're the official training partner of the Australian Customer Experience Professionals Association (ACXPA), and we are proudly Australian-owned and operated.
We’re grateful to have been trusted by hundreds of customers, and we’re proud of the amazing customer testimonials we’ve received, so you can rest assured that when you book a training course with CX Skills, your training is in good hands.
Our Recent Customers Include:
We're grateful to the following companies who have trusted CX Skills with their training. View our full customer list here >
Pricing and Payment Options
The Contact Centre Management Fundamentals training course facilitated by global expert Daniel Ord is $1,897 ex GST for 16 hours of facilitated world-class learning delivered over 4 x 4-hour online modules.
The rate includes a comprehensive online workbook that will be sent to you prior to the course commencing, a certificate of completion and ongoing support beyond the course.
At checkout, you can pay instantly by credit card, or request an invoice (the invoice must be paid in full prior to the course commencing).
- Save 15% when booking for two or more staff in the same transaction (note: the discount will be applied on the final checkout page, and no other discounts apply).
- ACXPA Members save 25% off all CX Skills courses (including this one!) along with a host of other benefits for any contact centre professional in Australia Learn more > (no other discounts apply)
Purchase tickets now to upcoming Contact Centre Management Fundamental Training Courses:
Take advantage of this opportunity to learn the leading contact centre management skills directly from the best contact centre management trainer in the world.
With limited places available for each course, you can select from the upcoming course dates below to see the exact dates and session times and to secure your ticket.
March 2025 Contact Centre Management Fundamentals
Online via Zoom Price: $1,897.00 AUD ex GSTLearn global best practice contact centre management skills in this 16 hours (4 x 4-hour sessions) March 2025 online training course designed specially for contact centre managers.
September 2025 Contact Centre Management Fundamentals
Online via Zoom Price: $1,897.00 AUD ex GSTLearn global best practice contact centre management skills in this 16 hours (4 x 4-hour sessions) September 2025 online training course designed specially for contact centre managers.