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Contact Centre Management Fundamentals – May 2021

May 4 @ 1:00 PM - May 7 @ 5:00 PM AEST |$1697


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Contact Centre Management Fundamentals (May 2021)
$ 1,697.00 ex GST

Global best-practice contact centre management training 

This comprehensive May 2021 Contact Centre Management Fundamentals course delivers global best-practice contact centre strategies to improve the performance of your contact centre operations.

We’ve again secured Daniel Ord, from OmniTouch International to deliver his most popular course back to Australia albeit this time in an online capacity given the COVID travel restrictions.

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. 

Contact Centre Management Fundamentals Training

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.

Who should do this course?

May 2021 call centre management fundamentals training course

The May 2021 Contact Centre Management Fundamentals 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.
  • A newcomer to contact centre management.
  • A senior executive with accountability for the contact centre channel who needs 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 what used to be our classroom-based course into 4 x 4-hour modules delivered across four 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.

Zoom Zoom!

The modules are delivered via Zoom teleconferencing with the dates and times for the May 2021 Contact Centre Management Fundamentals training course as follows:

  • Module 1 – Tuesday 4th May, 2021 – 1:00pm to 5:00pm AEST
  • Module 2 – Wednesday 5th May, 2021 – 1:00pm to 5:00pm AEST
  • Module 3 – Thursday 6th May, 2021 – 1:00pm to 5:00pm AEST
  • Module 4 – Friday 7th May, 2021 – 1:00pm to 5:00pm AEST

Listen to the feedback from some of the course participants filmed in Melbourne (the last time we were able to run this course on-site pre COVID).

What happens in the course:

In our May 2021 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.

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

Your trainer for the May 2021 Contact Centre Management Fundamentals course is Daniel Ord from OmniTouch International the leading contact centre trainer in the world with his courses regularly selling out across the globe.

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? Read some of Daniel’s articles on CX Central, listen to some Podcasts on the CX Hustle or view Daniel’s profile on linkedin.

Daniel Ord training his contact centre managers course

Course Testimonials 

Adrian Powell testimonial for Contact Centre Management Fundamentals course

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

Claire Prescott profile picture

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

Jess Lonergan profile pic

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

Christine Stuart profile picture

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 

Clare Hagioglou Profile Picture

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 and testimonials for this course are always overwhelmingly positive with all participants rating it 10/10 for value, content and delivery.

“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!!”

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.

CX Group Australia logo

Pricing and Payment Options

The May 2021 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.

On checkout you can pay instantly by credit card or request an invoice (the invoice must be paid in full prior the course commencing).

Got Questions?

If you have further questions please contact us on +61 3 9008 7287 or send us a message.

Our office is open Monday to Friday 8:30 am to 5:30 pm Monday to Friday AEDT/AEST.

Want to register more than 1 person?

Save 15% when booking for two or more people in the same transaction (note: the discount will be applied on the final checkout page).

Questions for the May 2021 contact centre managers course

Purchase now

Tickets to the May 2021 Contact Centre Management Fundamentals course can be purchased using a credit card, direct bank transfer or via invoice below. Just click the ‘Get Tickets’ button.


May 4 @ 1:00 PM AEST
May 7 @ 5:00 PM AEST
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CX Skills
+61 3 9008 7287


Course Completion:
Four Days
Best suited for:
Future/Emerging Leaders, Team Leaders, Managers
Daniel Ord
Session Duration
4 Hours
Number of sessions
Total Course Hours