The Best Contact Centre Manager Courses!

4.9
Our contact centre manager courses have an average rating of 4.9 out of 5 stars based on the 63 latest reviews!
Excellent92%
Very good8%
Average0%
Poor0%
Terrible0%

The modern Contact Centre manager requires a lot of skills and tools to be successful and our numerous Contact Centre manager courses provide the best opportunity to refine skills for existing managers or learn fundamental contact centre management techniques  (that can apply to any Contact Centre) for someone about to step into a new role.

With Contact Centres a melting pot of balancing customer expectations, internal stakeholders, technology, data, employee management and so on it’s certainly no easy task.

Contact Centre managers also need to provide leadership, be tactical and strategic in their decision-making, make complex decisions based on data and have high levels of emotional intelligence.

Don’t ask for much do we?

When you consider that 75% of Contact Centre managers started on the phones themselves, it’s critical that Contact Centre managers are provided with the skills they need to succeed in this highly complex environment.

Contact Centre Manager Courses

The Perfect Contact Centre Management Course

Review of Contact Centre Management Fundamentals (September 2022 class)

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.

Avatar for Jennifer Caulfield
Jennifer Caulfield
Head of Clinic Operations and Service Improvement
Australian College of Optometry

The different disciplines of contact centre management

All of our Contact Centre Manager courses have been designed, and are facilitated by, experienced Contact Centre managers with decades of real operational experience.

As we mentioned earlier, there are lots of different moving parts to running a successful contact centre operations and our training courses range from general management through to niche areas if you need to hone your skills in a particular niche – whether you are new to contact centre management, or looking to hone your professional skills even further.

Contact Centre Manager Courses can include:

  • The science of contact centres – Proven contact centre concepts that can apply to any contact centre irrespective of industry, type etc including formulas to calculate workload and staffing requirements.
  • How contact centres work  – Understanding the operational dynamics and processes that create an effective and cost-efficient contact centre including what type of KPIs to use.
  • Leadership & Engagement – At the heart of every contact centre is people. Knowing how to lead and engage your team is critical to ongoing success.
  • Workforce Optimisation – Understanding the drivers of costs in a contact centre and ways you can deliver more for less including creating rosters, optimising queues and more (view the Workforce Optimisation/WFM courses >)
  • Quality Management  – The tools, processes and methodologies required to deliver a consistent quality customer experience.

Industry Leading Resources for Contact Centre Managers! 

As well as the Contact Centre Manager courses that we offer, there is also a heap of valuable resources available for Contact Centre Managers on the Australian Customer Experience Professionals Association (ACXPA) website.

From private support groups, expert videos they can watch on demand, regular live roundtables, articles, tools they can download and lots more!

Plus, all ACXPA members receive 25% off all the CX Skills courses!

Learn more about an ACXPA Membership for your business >

Public or Private Training Course Options

All our Contact Centre Manager courses can be delivered privately (either online or in-house) or publicly, either online or at a public venue.

Public Courses

Our publicly available Contact Centre Manager courses enable you to enrol as few as one employee making them a cost-effective way of upskilling yourself or a select few in the latest contact centre management skills and practices.

The public courses can also be a great way to interact and learn from others in either the same or different industries.

Each course has fixed times and dates making it easy to plan around shifts, holidays, induction periods etc.

You’ll find a list of all our upcoming public Contact Centre Manager Training Courses at the bottom of this page.

Private Courses

Whilst the public Contact Centre Management training courses can be a great way to interact with others and are perfect for small numbers, sometimes you need more flexibility with the dates and times or you’d like the benefits of training larger groups of agents within your business.

Our private courses can be delivered in-house or online with dates and times to suit you and we can also include custom-built role plays, simulations and call examples based on your business rather than generic ones we use in our public courses.

Learn more about our private training options >

Don’t forget about your Team Leaders! 

We’ve also got a range of courses for Contact Centre Team Leaders, designed to help them succeed in their current role and prepare them for their next!

Learn more >

Recent Customer Testimonials for our Call Centre Management Courses

We’re incredibly proud of the customer testimonials we’ve received for our Contact Centre Management training courses. You can read some of the latest below or you can read all of our customer testimonials here >

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.

CX Skills Australia Training Courses
CX Skills
Excellent
5.0
Based on 33 reviews
I recently had the privilege of attending Daniel Ord's workshop on "Managing Difficult Situations" hosted by Omni Touch, and it was nothing short of outstanding. Daniel's expertise and passion for the subject matter truly shine through in his teaching style, making it a transformative experience for all participants.From the moment the workshop began, Daniel's enthusiasm was infectious. He has an exceptional ability to convey complex concepts in an understandable and relatable way. I left the workshop with a profound understanding of how to navigate challenging scenarios, both in my professional and personal life.What truly sets Daniel apart is his commitment to engagement. Throughout the session, he encouraged active participation and created an inclusive atmosphere where questions and discussions were not just welcome but encouraged. It's evident that he genuinely cares about each participant's learning journey.The real-world examples and practical strategies shared during the workshop were invaluable. Daniel's ability to connect theory to practical application made the content highly relevant and actionable.The workshop was impeccably organized, and Daniel's presentation skills were top-notch. He kept the audience engaged and motivated throughout, making the entire experience enjoyable and enlightening.In conclusion, I cannot recommend Daniel Ord's workshops enough. If you're looking to enhance your skills in managing difficult situations, he is the go-to expert. Thank you, Daniel, for an enriching and eye-opening workshop. I eagerly look forward to attending more of your sessions in the future.If you're considering attending one of Daniel's workshops, don't hesitate – you won't be disappointed!
Response from the owner: Thanks so much for the lovely review Trisha! We're thrilled that you enjoyed the Managing Difficult Customers course and we are very lucky to have Daniel as one of our trainers - as you've articulated, we truly think he's the best in the business and testimonials such as yours certainly help confirm we are not alone in that thinking! For anyone reading this and considering the course, you'll find more information here: https://cxskills.com.au/managing-difficult-customers-course/
I highly recommend this training for anyone interested in a Customer Service role or wanting to improve their skills. Simon has a great understanding of what is required to achieve a high standard of Customer Service. I really enjoyed this training which was also delivered with a great sense of humour!
Response from the owner: Thanks Angela, Simon certainly has a great way of making learning fun! So glad you enjoyed the course and thanks for taking the time to leave a review!
Simon was great at delivering the course! I have learnt few essentials steps that have improved my confidence and the quality of my customer service! I highly reccomend his courses.
Response from the owner: Thanks Kira, great to hear you enjoyed the Customer Service Essentials course! We think Simon is pretty awesome so its always nice when people take the time to leave a review and let us know they also thought he was great!
The best course I have taken in 4 decades of customer service.
Response from the owner: Oh wow, thank you Alison! We really think Daniel Ord is the best customer service trainer in the world and we are very lucky to have him! We might be a little bias but we really think everyone who deals with customers should complete the Managing Difficult Customers course! Especially theses days with so much angst in the world with price increases, staff shortages, stock shortages etc! Thanks again for taking the time to leave a review 🙂
Great course delivery and awesome techniques to use with customers.
Response from the owner: Thanks Yvonne, managing difficult customers is never fun but its a whole lot easier when you are provided with the rights skills. Glad to hear you enjoyed the course!
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!
Response from the owner: Thanks Kyoko, Contact Centre Management really is a skill that can be learnt with some fundamentals that apply to all centres. Good luck with your contact centre management journey, it's a great job when armed with the right skills which you've now got!
Great company to work with. Excellent training course with trainers that really bring the content to life!
Response from the owner: Thanks Joyi, it was a pleasure to have you on our Contact Centre Management Fundamentals course, your enthusiasm and passion is infectious!
Fantastic virtual environment. Daniel who hosted our course was well articulated and engaging. I thoroughly enjoyed participating in this CX course and feel ready to apply the skills I gained.
Response from the owner: Thanks Eloise, thrilled you enjoyed the course and put the skills learnt into action! We look forward to hearing about your future successes 🙂
Highly Recommended!
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.
Response from the owner: Thanks Todd, it was great to have you personally attend another one of our courses. You're right, we love working with Daniel as he's the best in the business with his experience, training style and passion a great combination. Thanks for the review and I look forward to seeing you on a course again in the near future when we train some of your frontline employees - Justin
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.
Response from the owner: Thanks Sheree for taking the time to leave us a review and glad you enjoyed the course!
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!
Response from the owner: Thanks Keira, was great to meet you on the course and I wish you all the best with the new adventure and hearing about your progress! - Justin
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!
Response from the owner: Awesome Jamie, thanks for taking the time to leave a review. Daniel is certainly very knowledgeable and passionate about contact centres so thrilled to hear you got a lot out of the course. We really do believe if there was one course any call centre Team Leader or Manager should attend in their career this would be it!
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
Response from the owner: Thanks Helen, so great to hear. Journey Maps can often feel a bit daunting but when they are explained well and supported with some great examples it does give people the confidence they need to get cracking!
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.
Response from the owner: Thanks Jim for taking the time to provide a wonderful review. It was a pleasure having you and the team on the course. You've got a great team behind you so I look forward to hearing about your successes in the future as you roll out some of the new initiatives. - Justin
Justin offers such a wealth of knowledge and skills that can be applied to leaders in any business. Thank you Justin!
Response from the owner: Thanks Sam, was great to meet you on the Introduction to Contact Centre Managers course! Looking forward to staying connected and hearing about future successes with your career.
Response from the owner: Thanks Dirk for attending the Introduction to Contact Centre Managers course. Good luck with your new business venture!
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
Response from the owner: Wow, thanks Bec! It's been great to spend some time with the Digicall Assist team and it's been our pleasure in helping you to continue your focus on upping the game for your customers!
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!
Response from the owner: Thanks Marianne, was lovely to have your input and experience in the group. Dan is certainly very passionate about CX (and also with contact centres like you!) and I think you're spot on, the examples Daniel uses really does bring the course to life and make the learnings stick!
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.
Response from the owner: Thanks Rachael for your lovely review and for your input throughout the course. You're right, the combination of Daniel's training and learning from others is a great way to learn and build your network - you've now got some new CX friends from the UK, Malaysia, Germany, Budapest and the USA!
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.
Response from the owner: Thanks Eva for your review and recommendation! We are thrilled you enjoyed the class (even though the time zones made it a bit more challenging for you in Budapest) and we are here to help when you take the next step and sit for the CCXP exam 🙂
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.
Response from the owner: Thanks Rory, appreciate you taking the time to send us in a review!
Game-changing training and insight. Highly recommend CX Skills training program.
Response from the owner: Thanks so much Lee, your marketing insights also added a lot of value to the group and wish you all the best in implementing your new Quality program into the contact centre.
An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.
Response from the owner: Thanks Vanessa, so glad you could join us on the How to Design a QA program for contact centres and best of luck with the implementation!
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!
Response from the owner: Thanks Adrian, really appreciate your detailed review. Having already completed our Contact Centre Management Fundamentals course a couple of months ago it was great to have you back for this course! The QA course is certainly one of our favourites as having the right framework in place really drives everything you do in your contact centre. And as you have pointed out, just handing out a scorecard and saying 'use this' rarely works. Defining what quality is to your business is the key, and then having the right frameworks in place to ensure you drive it delivers sustainable results so we look forward to hearing your progress as you implement your program!
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.
Response from the owner: Thanks Monica for the wonderful review. It's been a pleasure working with yourself, Todd and all of your wonderful staff in delivering our Managing Difficult Customers course to your entire team.
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!
Response from the owner: Thanks Chris for your great review and so pleased you enjoyed the Inbound Sales Professional course with Simon. And we agree, once you've learnt the structure it makes sales a much more effective and enjoyable process!
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.
Response from the owner: Thanks Nicole for your wonderful review! It was great to meet you on the course and I look forward to hearing about your future successes.
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.
Response from the owner: Thank you Badri. So great to hear you loved the Managing Difficult Customers course and that the learnings have helped you in both your work and personal life!
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.
Response from the owner: Thanks Sarsha, was great to meet you and the team and I wish you all the best on your customer experience and call centre journey!
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.
Response from the owner: Thanks Katherine, we loved having you on the course and thanks for sharing some of your interesting stories and examples!
Response from the owner: Thanks Linda, great to have you in our course!
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.
Response from the owner: Thanks Kaylee, it was a pleasure to spend some time with the team and I'm sure with that level of enthusiasm and passion your contact centre will be in good hands for the future!
js_loader

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 >

Available Contact Centre Manager Training Courses

Learn more about the different training courses that are suitable for contact centre managers by clicking on the buttons below or see a list of all the upcoming public courses you can purchase tickets to at the bottom of this page.

Great Contact Centre Management Course!

Review of January 2023 Contact Centre Management Fundamentals

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.

Avatar for Marie Schmidt
Marie Schmidt
Head of Guest Services and Reservations
NZSki

View upcoming public Contact Centre Manager Courses

The Contact Centre Manager Courses below are all public – meaning you can purchase a single or multiple ticket(s) to attend.

Purchases can be made using a credit card or you can request an invoice on checkout.

Views Navigation

Course Views Navigation

Today

May 2024 Introduction to Contact Centre Management

Online via Zoom
Price: $497.00 AUD ex GST

Fast-track your knowledge of contact centre management in this 2 x 3-hour course delivered by Australian contact centre expert & CX SKills CEO Justin Tippett.

June 2024 WFM Essentials

Online via Zoom
Price: $2,797.00 AUD ex GST

Learn the essentials of Workforce Management for Call Centres in this 3-day June 2024 WFM Essentials training course delivered by the WFM experts at CallDesign.

July 2024 WFM Essentials

Online via Zoom
Price: $2,797.00 AUD ex GST

Learn the essentials of Workforce Management for Call Centres in this 3-day July 2024 WFM Essentials training course delivered by the WFM experts at CallDesign.

August 2024 WFM Essentials

Online via Zoom
Price: $2,797.00 AUD ex GST

Learn the essentials of Workforce Management for Call Centres in this 3-day August2024 WFM Essentials training course delivered by the WFM experts at CallDesign.

October 2024 WFM Essentials

Online via Zoom
Price: $2,797.00 AUD ex GST

Learn the essentials of Workforce Management for Call Centres in this 3-day October 2024 WFM Essentials training course delivered by the WFM experts at CallDesign.

November 2024 WFM Essentials

Online via Zoom
Price: $2,797.00 AUD ex GST

Learn the essentials of Workforce Management for Call Centres in this 3-day November 2024 WFM Essentials training course delivered by the WFM experts at CallDesign.

February 2025 WFM Essentials

Online via Zoom
Price: $2,797.00 AUD ex GST

Learn the essentials of Workforce Management for Call Centres in this 3-day February 2025 WFM Essentials training course delivered by the WFM experts at CallDesign.

April 2025 WFM Essentials

Online via Zoom
Price: $2,797.00 AUD ex GST

Learn the essentials of Workforce Management for Call Centres in this 3-day April 2025 WFM Essentials training course delivered by the WFM experts at CallDesign.

May 2025 WFM Essentials

Online via Zoom
Price: $2,797.00 AUD ex GST

Learn the essentials of Workforce Management for Call Centres in this 3-day May 2025 WFM Essentials training course delivered by the WFM experts at CallDesign.

June 2025 WFM Essentials

Online via Zoom
Price: $2,797.00 AUD ex GST

Learn the essentials of Workforce Management for Call Centres in this 3-day June 2025 WFM Essentials training course delivered by the WFM experts at CallDesign.

Do you have any questions about our Contact Centre Manager courses? Whether it’s about an existing course or you’d like to discuss something customised, we’re just a phone call away!

Call us on 03 9008 7287 or send us a message at [email protected] 

We’re open Monday to Friday, 8:30 to 17:30 AEST or AEDT (Melbourne, Australia).