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 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, associations, consulting groups etc pushing their own agendas. It’s a course that’s been honed over 20 years and is based on leading industry best-practice 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 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
We believe in full transparency when you book a course with CX Skills so you will always know who your trainer will be. 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.
Who should do this course?
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:
- An existing 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 who was never taught any formal contact centre management skills.
- A newcomer to contact centre management.
- A senior executive with accountability for the contact centre channel that needs to learn the core fundamentals to enable them to effectively manage the channel.
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
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 a 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.
Note: If you want to deep-dive into WFM we recommend the WFM Essentials course.
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.
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 with the dates and times for the Contact Centre Management Fundamentals training course fixed so you can plan ahead (see available course dates at the bottom of the page).
Regular break times are provided during the sessions to ensure learning outcomes are maximised.
With just 4 hours for each session, it enables you to stay on top of urgent work matters while still having time to learn new skills.
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 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.
You also have a heap of fun (Daniel Ord is super-engaging!) and you’ll get to build your professional network with 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.
The skills you learn apply to any inbound contact centre – helping you in your existing workplace as well as being completely transferrable.
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 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:
The best advocates for this course are the people who have completed it! Below are some recent testimonials from course graduates.
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.
About CX Skills
CX Skills is a specialist training business that only delivers contact centre, customer experience, customer service, workforce optimization and workplace wellness courses designed and facilitated exclusively by industry professionals.
We're an accredited training provider 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 Customers Include:
We're grateful to the following companies who have trusted CX Skills with their training. See the full list here >
Pricing and Payment Options
The Contact Centre Management Fundamentals training course facilitated by global expert Daniel Ord is exceptional value at $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).
Just select from the available dates below to secure your ticket.
Bonus! Save 15% when booking for two or more people in the same transaction (note: the discount will be applied automatically on the final checkout page). No other discounts apply.
Purchase tickets now to upcoming Contact Centre Management Fundamental Training Courses:
Don’t miss out on 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, select from the upcoming course dates below to see the exact dates, session times and to secure your ticket.
February 2024 Contact Centre Management Fundamentals
Learn global best practice contact centre management skills in this 16 hours (4 x 4-hour sessions) online training course designed specially for contact centre managers.
June 2024 Contact Centre Management Fundamentals
Learn global best practice contact centre management skills in this 16 hours (4 x 4-hour sessions) online training course designed specially for contact centre managers.