The Best Contact Centre Manager Courses!
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.
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.
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.
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.
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.
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 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.
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.
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.
The December 2023 WFM Real-Time Analyst for Contact Centres training course is a one-day online training course designed for employees working in a Real-Time Analyst role in a Contact Centre.
Learn the essentials of Workforce Management for Call Centres in this 3-day February 2024 WFM Essentials training course delivered by the WFM experts at CallDesign.
The March 2024 WFM Real-Time Analyst for Contact Centres training course is a one-day online training course designed for employees working in a Real-Time Analyst role in a Contact Centre.
Learn the essentials of Workforce Management for Call Centres in this 3-day April 2024 WFM Essentials training course delivered by the WFM experts at CallDesign.
Learn how to improve qualty and compliance in your call centre in this April 2024 Quality Frameworks for Contact Centres course.
Learn how to assess and coach Contact Centre Agents for performance in this May 2024 training course delivered online by global expert Daniel Ord. Suitable for all contact centres!
The May 2024 WFM Real-Time Analyst for Contact Centres training course is a one-day online training course designed for employees working in a Real-Time Analyst role in a Contact Centre.