Contact Centre Omnichannel Service – for the employees that need to do it all! 

With increasing channels of customer communication being managed through the contact centre, it’s operationally more efficient to set up blended channel queues, where employees/agents handle not only different types of enquiries, but different channels as well.

For example, they may handle a phone call and then respond to an email. Or they may handle a phone call followed by a live chat or video chat and back to another email. You get the drift.

Implemented effectively, running a blended channel environment provides benefits to customers, employees and the organisation. For many, the focus when shifting to this environment is on technology, but the reality is there are three critical stakeholders we refer to as the CEO where C=Customers, E=Employees and O=the Organisation and all three are fundamental in Contact Centre design and operation.

This Contact Centre Omnichannel Service training course is focused on equipping frontline employees with the understanding, mindset and skills they need to ensure they succeed in the omnichannel environment.

While we’ve been teaching a range of single-channel courses that provide the skills and know-how required to deliver great phone calls, email, live chat, social media and video chat for over 20 years, when you’ve got to combine them all it requires some specialist skills!

So we’ve taken the best of the best of each of the single channel courses,  combined it with the experience we have working with advanced omnichannel clients across the world and designed this course exclusively for contact centre/customer service centres running (or planning to run) and multi-channel/omnichannel queue.

Contact Centre Omnichannel Customer Service training course

Contact Centre Omnichannel Service training course Fast Facts

  • 16 hours of live facilitated training delivered via Zoom (delivered over 4-hour sessions each day for four consecutive days)
  • Suitable for employees who are required (or will be soon) to handle customer enquiries across multiple channels.
  • Learn premium skills & methodologies that can be applied across any industry.
  • Public and private training options available (with more flexibility on delivery dates/times & duration).
  • Delivered live & online by the world’s top Contact Centre & CX trainer Daniel Ord!

Optimised for online training!

Whilst we have been delivering our workshops face to face (in a pre-COVID world) for decades, we have now fully optimised this course to be delivered online using Zoom teleconferencing. There are many benefits to online training and importantly, our customer review scores and testimonials have continued to remain high which is the ultimate test!

The Contact Centre Omnichannel Service training course is our most comprehensive frontline agent training course available – covering the do’s and don’ts of each and every channel of communication out there.  Because that’s what it takes to succeed in omnichannel environments.

The public version of this course is delivered over 4 x 4-hour sessions on consecutive days (a total of 16 hours of facilitated live training), or alternative training schedules are available for private bookings.

Contact Centre Customer Service training course online

Who should do this course?

Contact Centre Omnichannel Service course suitability

The Contact Centre Omnichannel Service training course has been designed to equip frontline employees with the premium skills required to excel in a contact centre/customer-facing work environment.  We recommend this course for existing omnichannel environments or for those organisations that seek to implement true omnichannel environments in the future.

The modules have been designed to be delivered in a structured manner enabling students to progressively build their skills with lots of checkpoints along the way to ensure the learning is sinking in!

The skills we teach are applicable to all industries, products and services and any employee that interacts with customers across multiple channels throughout the course of their day or week.

Typical roles include:

  • Contact centre agents (sales or service)
  • Customer service employees
  • Office/Administration employees
  • Telephone account management
  • Complaints/Resolutions teams (although if you handle lots of complaints check out our Managing Difficult Customers course)

What you’ll learn

Over 16 hours of facilitated learning (4 x 4-hour workshops covering 8 modules), the Contact Centre Omnichannel Service training course is designed to equip frontline employees with the skills & knowledge to deliver outstanding customer service in an omnichannel environment.

Module 1:  The Blended Channel Environment – what is it and why now?

It’s important for anyone working in a blended channel environment to understand what that actually means, how it compares to more ‘traditional’ channel design and why it benefits today’s customers, the employees themselves and the organisation at large.

  • Defining the Blended Channel Environment
  • Compare & contrast Blended to Traditional Channel Design
  • What blended means for Customers
  • What blended means for you and your Colleagues
  • What blended means for your Organization
  • Summing up the benefits using C E O (Customers, Employees, Organization)

Module 2:  The Four Step Pattern for Managing an Inbound Customer Enquiry 

Scripts don’t work very well with today’s Customers. But patterns and techniques do.

They strengthen the confidence & delivery of the Agent. And they ensure a great Contact Centre interaction for the customer.

This is the essential pattern we can apply across nearly any channel with the understanding we’ll tailor the pattern to fit the inherent ‘uniqueness’ of each channel.

  • Step One: Greet
    • Greet KPIs and behaviours
  • Step Two: Listen
    • Listen KPIs and behaviours
    • Includes Human Touch & Empathy
  • Step Three: Control
    • Control KPIs and behaviours
    • Includes How to be consultative
  • Step Four: Solution
    • How to Present a Basic Enquiry
    • How to Present a Problem-Solving Solution
    • How to Present a Product & Service Solution
  • Big Picture thinking for today’s Customer (or a bit of CX)
    • The Customer Experience Pyramid
    • The role of the Customer Journey in delivering a better experience
    • Transaction or Relationship? What’s the difference?
    • The core responsibilities of the Contact Centre Touchpoint today

Module 3:  How to succeed on the Phone

For many Customers, the phone remains an essential channel when their enquiries involve complexity and/or emotion.

Here are the ideas, insights & tips that make your phone conversations ‘work’.

  • 5 Golden Rules for Phone-based Service

Module 4:  How to succeed on Video Conference

In our ‘new normal’ people have used video conferencing in one form or another for work and for family.  Talking to people on screen is a new normal behaviour.

Here are the ideas, insights & tips that make your Video conferencing ‘work’.

  • 5 Golden Rules for Video Conference service

Module 5:  How to succeed on Emails

Email is probably the most challenging channel of all.  Because it takes detective work combined with solid email writing ability.

Here are the ideas, insights & tips that make your Emails ‘work’.

  • 5 Golden Rules for Email service

Module 6:  How to succeed on Live Chat

Is Live Chat like phone?  Well yes and no.  Is Live Chat like email?  Well yes and no.  Now we get to combine writing ability with synchronous communication skills.

Here are the ideas, insights & tips that make your Live Chats ‘work’.

  • 5 Golden Rules for Live Chat service

Module 7:  How to succeed for Social Media service

Social media requires you to think on your feet.

And social media is fast & easy for Customers to access and they’re well aware that they have multiple audiences for their posts – including other Customers.

Here are the ideas, insights & tips that make your Social Media service ‘work’. 

  • 5 Golden Rules for Social Media service

 Module 8:  The Psychology of Channel Switching

There’s some neurological science involved in ‘channel switching’.  Here’s the science and what to consider when you work in a channel-switching environment.

  • How your brain works and what to know about channel switching
  • Channel switching isn’t the same thing as multi-tasking
  • All you need to remember about any Customer interaction
  • How to take care of your brain

Looking for something shorter or more specific courses? Other courses suitable for customer service employees include our Phone Customer Service Essentials (short 3-hour course)Customer Service Phone Professionals, Live Chat Customer Service, Email Customer Service and Workplace Mental Health

About Your Trainer

The trainer for the Contact Centre Omnichannel Service training course is Daniel Ord from OmniTouch International – recognised as one of 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 he has been a regular visitor to Australia for over 20 years.

Credentials-wise, Dan is a Certified Customer Experience Professional (CCXP), one of only a handful of recognised CXPA trainers in the world, an International Customer Management Institute (ICMI) Certified Associate, a Call Centre Industry Advisory Council Training Partner (CIAC), Net Promoter Certified and Daniel was the first to bring professional management level Contact Centre certification to Asia back in the early 00s (he was based in Singapore for 20 years).

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 excel.

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.

Daniel Ord facilitator of the Contact Centre Omnichannel Service course

Daniel Ord Testimonials 

We consistently receive great feedback and testimonials from participants and managers who have completed a training course with Daniel Ord with a selection of testimonials below.

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 32 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 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!
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We're grateful to the following companies who have trusted CX Skills with their training. View our full customer list here >

Public and Private training options

The Contact Centre Omnichannel Service course is delivered online via Zoom and is available for both public and private delivery.

Public Courses

The Contact Centre Omnichannel Service course is delivered as four x 4-hour online sessions. You can purchase a ticket for one employee or send multiple employees with discounts available for sending two or more employees.

The times and dates are fixed to enable you to plan ahead to minimise any impact on your operations.

If you would like to have more flexibility on the dates, times and content refer to our priva

te options.

Private Courses

Whilst the public 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 to balance your operational requirements, or you’d like to drive transformational change across all of your frontline employees.

Our private courses can deliver the same course but with the dates, times and durations to suit you. And for larger groups (a minimum of 6 employees), it can be more cost effective for your business.

Learn more about private courses >

Pricing and Payment Options

The Contact Centre Omnichannel Service training course is $1,297 AUD per person ex GST for the 16 hours of facilitated learning (four x 4-hour sessions).

Tickets can be purchased using a credit card or by requesting an invoice on checkout (the invoice must be paid in full prior to the course commencing).

Available Discounts

  • Save 15% if you purchase 2 or more tickets in the same transaction
  • Need to train your whole business? Contact us for larger groups/teams/centres volume discounts.
Contact Centre Omnichannel Service online course

Want to Save 25% off ALL CX Skills Courses and gain access to industry best practices?

Members of the Australian Customer Experience Professionals Association (ACXPA) save a massive 25% off ALL CX Skills courses for a full 12 months!

With annual memberships starting from just $35 per employee, it can be a great way to save money immediately on your training, plus, you'll gain access to a vast array of best-practice resources to improve your customer experience. 

Got questions about this course? Want to train your whole team or centre? Contact us on +61 3 9008 7287 between 8:30 am to 5:30 pm AEST/AEDT Monday to Friday or send us a message anytime >

Purchase tickets now to the next Contact Centre Omnichannel Service public course

Select your preferred date from the courses below – click on the course to see the exact dates and times and to purchase a ticket.

We are currently only accepting private bookings for this course (minimum of six employees). Please contact us for available dates and pricing.

If you only have one employee or a few you would like to attend this course, we are aiming to have a public session available in the second half of 2023.