Global best-practice contact centre management training
This Contact Centre Management Fundamentals training course is based on global best-practice contact centre operations to improve the performance of your contact centre.
Facilitated by Daniel Ord, from OmniTouch International – this is the gold standard for contact centre management training across the world.
Daniel is a world leader when it comes to contact centre training and he brings his wealth of experience and extensive qualifications to show you how you can transform your own contact centre operations regardless of the industry or size.
Not only will you learn the leading contact centre management strategies to empower your team to generate more sales and /or enhance customer satisfaction, but you’ll be equipped with the practical skills you need to implement everything that you learn.
This is not a theoretical course – it will provide you with real skills and knowledge you can immediately implement effectively into your contact centre to improve performance.
If there is only one course you ever did to learn how to manage a contact centre, this would be it!
In this course, you’ll learn how to:
Who should do this course?
This course will benefit anyone who wants to understand the fundamentals that apply to all inbound contact centres including roles such as:
- An existing call centre Team Leader who is preparing to move into a more senior role.
- An existing contact centre manager who is looking to learn global best-practice operations and/or was never taught any formal contact centre management skills (it’s very common!).
- A newcomer to contact centre management (e.g. promoted from a different department!).
- A senior executive with accountability for the contact centre channel who wants to learn the key fundamentals to enable them to effectively manage the channel.
16 Hours of Live, Facilitated Learning delivered via 4 x 4-Hour sessions:
We’ve adapted our two-day classroom course into 4 x 4-hour online modules delivered across four consecutive days to maximise learning effectiveness.
Module 1: Begin at the Beginning – Customer Wait Time
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
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 misaligned understanding of how Contact Centres really work – you get barriers to performance.
And 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
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.
Module 4: Contact Centre University
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.
The modules are delivered via Zoom teleconferencing and we have a list of publicly available courses at the bottom of this page.
We also offer this course with private training – perfect if you’d like to train multiple team members and have more flexibility over the dates and times (it can also be more cost-effective for larger groups).
What happens in the course:
In the Contact Centre Management Fundamentals course, you’re going to learn leading contact centre management practices supported by quizzes, exercises and discussions in a fun, supportive online environment.
The course is designed to help you develop superior mastery of this often complex and misunderstood area bringing you global best practice 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.
You also have a heap of fun! Daniel Ord is super-engaging and you’ll also build your professional network meeting other contact centre professionals on the course.
What you’ll leave with
We know that when you invest time and money on upgrading your skills at this level, you expect results!
If you’re looking for ways to maximise efficiency, staff performance and to start seeing a tangible increase in results when it comes to your contact centre performance, this course can do just that.
Learn how to increase productivity, improve your employee engagement and of course, improve the customer experience to gain that elusive competitive edge in your marketplace.
You will also:
- 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!
About Your Trainer
Daniel has trained over 50,000 participants across over 40 countries and is regularly featured in leading contact centre publications and he has been a regular visitor to Australia for over 20 years.
Participants consistently rank Daniel as the best trainer they’ve had with incredible subject matter expertise, excellent storytelling with real-world examples and of course, a great sense of humour so you’ll have some fun while you learn!
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), Net Promoter Certified and the first to bring professional management level Contact Centre certification to Asia back in the early 00s.
Like to learn more about Daniel?
Daniel, Marcus and Justin provided an outstanding course that was presented professionally and engaging. It was great to attend a training course that enabled time to ask relevant questions, obtain reassurance and seek clarification from other participants.
Though the session was run via Zoom, I felt Daniel engaged with the attendees in such a way that it encouraged networking opportunities and to learn from each other as well as supporting each other in progressing theory into current real-life examples.
Cannot speak enough about the after course work and the offering Justin provides for the CX community. Adrian Powell, Team Leader, Portable Long Service Authority
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
I have to say I didn’t sleep much at all last night, so much information and learning bouncing around in my head, so much to challenge and definitely lots of opportunities to improve. The hardest part is going to be where to start! Ah wait, I know the answer to that one, Service Level! – Claire Prescott, Contact Centre Manager, Unity Water
The past two days would not have been so worthwhile and enjoyable without the contribution of the group – thank you for your openness and honesty, and it was a pleasure to meet you! And especially thank you to Justin and Daniel for the simple but effective way of explaining the content – so easy to follow along and absorb, even at the end of the day! – Jessica Lonergan, Coordinator Customer Service, Gordon Tafe
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 Stuart, Capability Manager, Contact Centre Branch, Water Corporation
I thoroughly enjoyed the course and for me personally, I rank the course as the best one I have done throughout my career. – Clare Hagioglou, Senior Systems Officer Customer Service, Customer & Digital, City of Casey
The feedback from attendees of the Contact Centre Management Fundamentals training course attendees is overwhelmingly positive with all participants rating it 10/10 for value, content and delivery:
“The Contact Centre Management course was full of practical help and advice. Daniel and Justin were very knowledgeable and tailored the course to the participant’s needs. It was very enjoyable and a well thought out course!”
“It’s the course that anyone who manages a contact centre, no matter how big or small, should attend. You won’t be disappointed”.
“An eye-opener which will helped me manage the Call Centre better with the right systems in place.”
“Daniel was an expert communicator in what can be a complex topic.”
“A very practical approach based on extensive knowledge & experience to empower best practice in inbound contact centre operations.”
“As a new Manager, this was a fantastic affirmation of the direction I am headed in. Daniel was professional and engaging and has given me the tools to improve the experience at our organisation.”
“All great topics and learnings – I got many great things out of everything that was covered.”
“Fantastic program clearly addressing the subject matter. Super energy maintained right through the program. Keep it up!!”
We’ve got lots of written testimonials but sometimes it’s nice to see and hear directly from course participants. Below is a video from the last time we ran this course on-site pre-COVID back in 2019.
About CX Skills
CX Skills is a specialist training business that only delivers customer experience and customer service related courses facilitated exclusively by industry professionals. Our main website, CX Central is Australia’s most trusted website for contact centre and CX professionals in Australia and we also manage the popular Call Centre Legends Facebook page followed by over 30,000 call centre employees.
As well as training solutions, we also provide CX & Contact Centre consulting services using the same practices, processes and methodologies that we use in our training courses so you can rest assured you’ll be learning best-practice skills that work in the real world.
Pricing and Payment Options
The Contact Centre Management Fundamentals training course facilitated by global expert Daniel Ord is just $1,697 ex GST for 16 hours of facilitated learning delivered over 4 x 4-hour modules.
The rate includes a comprehensive online workbook that will be sent to you prior to the course commencing.
Tickets can be purchased online using a credit card or requesting an invoice (the invoice must be paid in full prior to the course commencing).
Buy in bulk and save
If you purchase 2 or more tickets in the same transaction you will save 15%!
And if you are considering training an entire team, talk to us about our private training options that can be more cost-effective for larger groups and you can have more flexibility with the dates and times.