Loading Courses

All Courses

Contact Centre Management Fundamentals – June 2022

Jun 7, 2022 @ 1:00 PM - Jun 10, 2022 @ 5:00 PM AEST | $1597
call centre manager training course for Asia Pacific in June 2022

Tickets

The numbers below include tickets for this event already in your cart. Clicking "Get Tickets" will allow you to edit any existing attendee information as well as change ticket quantities.
Contact Centre Management Fundamentals (June 2022)
$ 1,797.00 $ 1,597.00 ex GST
Unlimited

Global best-practice contact centre management training 

This comprehensive June 2022 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 that has trained thousands of contact centre managers across the world.

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 just a course packed full of fancy theories – it will provide you with real skills and knowledge you can immediately implement effectively into your contact centre to improve performance. 

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.

Watch the Video

Founder of CX Skills Justin Tippett talks to the course facilitator Daniel Ord to learn more about the Contact Centre Management Fundamentals course.

Who should do this course?

June 2022 call centre management fundamentals training online via Zoom

The June 2022 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 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 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 online sessions 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 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.

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 course is delivered via Zoom teleconferencing with the dates and times for the June 2022 Contact Centre Management Fundamentals training course below.

Regular break times are provided during the sessions to ensure learning outcomes are maximised.

Image of a person in the June 2022 call centre management fundamentals training
  • Module 1 – Tuesday 7th June 2022 – 1:00pm to 5:00pm AEST
  • Module 2 – Wednesday 8th June 2022 – 1:00pm to 5:00pm AEST
  • Module 3 – Thursday 9th June 2022 – 1:00pm to 5:00pm AEST
  • Module 4 – Friday 10th June 2022 – 1:00pm to 5:00pm AEST

What happens in the course:

In our June 2022 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.

You also have a heap of fun (Daniel Ord is super-engaging!) and you’ll build your network meeting 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.

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 June 2022 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.

An image of Daniel Ord who is the trainer for the Contact Centre Management Fundamentals course

Course Testimonials 

Highly Recommended!

Rated 5 out of 5
19 October 2021

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!

Avatar for Jamie Leonard, A/Operations Manager at Department of Justice and Community Safety, Victoria
Jamie Leonard, A/Operations Manager at Department of Justice and Community Safety, Victoria

Insightful course!

Rated 5 out of 5
15 October 2021

This is such an insightful and interesting course. Daniel is very experienced and the way he explains makes things easy to understand. I like how the course is split into various sections such that it is not too overwhelming to learn each day and also how each module are connected to each other. He is very knowledgeable and is able to answer my enquiries.
I also like the fact that the course is held in a small group, suitable for people to speak comfortably and ensure they are attended to. There are many meaningful discussions that arose during the course and it is surprising at times to know how similar/different we are with other organizations.
Overall, this is such a great experience, which I would definitely recommend to others. I foresee the things I learnt could be applied to my organization to further improve our service center.

Avatar for Lin Yi Terh, CC Service Executive, Central Provident Fund, Singapore
Lin Yi Terh, CC Service Executive, Central Provident Fund, Singapore

Extremely useful & relevant

Rated 5 out of 5
2 February 2021

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 Central 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.

Avatar for Nicole, Education and Advice Team Leader, TWU Super
Nicole, Education and Advice Team Leader, TWU Super

Outstanding in every way!

Rated 5 out of 5
25 January 2021

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.

Avatar for Adrian Powell, Team Leader, Portable Long Service Authority
Adrian Powell, Team Leader, Portable Long Service Authority

One of the best courses I've done in my career!

Rated 5 out of 5
9 April 2019

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.

Avatar for Christine Stuart, Capability Manager, Contact Centre Branch, Water Corporation
Christine Stuart, Capability Manager, Contact Centre Branch, Water Corporation

Easy to follow and absorb

Rated 5 out of 5
9 April 2019

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!

Avatar for Jessica Lonergan, Coordinator Customer Service, Gordon Tafe
Jessica Lonergan, Coordinator Customer Service, Gordon Tafe

Wow!

Rated 5 out of 5
9 April 2019

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!

Avatar for Claire Prescott, Contact Centre Manager, Unity Water
Claire Prescott, Contact Centre Manager, Unity Water

THE best course I've ever done!

Rated 5 out of 5
9 April 2019

I thoroughly enjoyed the course and for me personally, I rank the course as the best one I have done throughout my career.

Avatar for Clare Hagioglou, Senior Systems Officer Customer Service, Customer & Digital, City of Casey
Clare Hagioglou, Senior Systems Officer Customer Service, Customer & Digital, City of Casey

This is one of our most popular courses with feedback and testimonials consistently rating it 10/10 for value, content and delivery.

“The Contact Centre Management course was full of practical help and advice. Daniel and Justin were very knowledgeable and tailored the course to the participant’s needs. It was very enjoyable and a well thought out course!”

“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 was maintained right through the program. Keep it up!!”

Testimonials for CX Skills

As well as the Contact Centre Management Fundamentals course, we run a number of other courses for Contact Centres and Customer Experience (CX) professionals and we take the same amount of pride in all our customer reviews and testimonials across all of our courses.

CX Skills
5.0
Based on 23 reviews
powered by Google
Jamie Leonard
Jamie Leonard
05:13 15 Oct 21
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!read more
GVW Intranet
GVW Intranet
04:48 15 Oct 21
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. Helenread more
Jim Rodd
Jim Rodd
00:00 14 Sep 21
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.read more
Sam Petroulias
Sam Petroulias
04:45 16 Jul 21
Justin offers such a wealth of knowledge and skills that can be applied to leaders in any business. Thank you Justin!
Marianne Rutz
Marianne Rutz
11:06 26 Apr 21
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!read more
Rachael Lowe
Rachael Lowe
22:30 25 Apr 21
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.read more
Eva Palfi
Eva Palfi
16:53 25 Apr 21
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.read more
Rory Lynch
Rory Lynch
04:45 29 Mar 21
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.read more
Vanessa Gralton
Vanessa Gralton
22:17 15 Mar 21
An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.
Monica Malgarini
Monica Malgarini
06:29 03 Mar 21
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.read more
Chris Remnant
Chris Remnant
03:58 25 Feb 21
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!read more
Elena Prenner
Elena Prenner
22:06 03 Feb 21
A very well structured training course. The trainer was very knowledgeable and a very good presenter.
Sheree Laursen
Sheree Laursen
04:48 03 Feb 21
The Contact Centre Management course was full of practical help and advice. The trainers were very knowledgeable and... tailored the course to the participants needs. It was very enjoyable and well thought out course.read more
Nicole Field
Nicole Field
05:25 02 Feb 21
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.read more
Adrian Powell
Adrian Powell
09:44 25 Jan 21
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 learn from each other as well as supporting each other in progressing theory into current real life examples.I look forward at seeing what other courses CX Skills can not only me but other team members.Cannot speak enough about the after course work and the offering Justin provides for the CX community. Look forward to seeing you a future session... Maybe the QA development session later this year!read more
Badri Pokhrel
Badri Pokhrel
05:52 21 Jan 21
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.read more
Sarsha S
Sarsha S
23:39 22 Dec 20
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.read more
Katherine Robshaw Ed Dept
Katherine Robshaw Ed Dept
04:06 30 Nov 20
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.read more
Linda P
Linda P
04:52 16 Nov 20
Kaylee Gerbes
Kaylee Gerbes
23:43 21 Sep 20
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.read more
Next Reviews

Listen directly to feedback from some of the course participants filmed in Melbourne (the last time we were able to run this course on-site pre-COVID back in 2019).

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 June 2022 Contact Centre Management Fundamentals training course facilitated by global expert Daniel Ord is exceptional value at $1,797 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.

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

Early Bird Saving! Book by 7th April 2022 and save $200 per ticket. 

Want to register more than 1 person?

Save 20% 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.

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.

Picture of question marks for the June 2022 contact centre managers course in June 2022

Purchase now

Tickets to the June 2022 Contact Centre Management Fundamentals course can be purchased using a credit card, direct bank transfer or via invoice.

Just click the ‘Get Tickets’ button below or at the top of the page.

Details

Start:
Jun 7, 2022 @ 1:00 PM AEST
End:
Jun 10, 2022 @ 5:00 PM AEST
Cost:
$1597
Courses Categories:
,
Courses Tags:

Organiser

CX Skills
Phone:
+61 3 9008 7287
Email:
hello@cxskills.com.au
View Organiser Website

Other

Course Completion:
Four Days
Best suited for:
Future/Emerging Leaders, Team Leaders, Managers
Trainers:
Daniel Ord
Session Duration
4 Hours
Number of sessions
4
Total Course Hours
16