Contact Centre Coaching PROTuesday 23, Thursday 25 and Friday 26 February 2027

I learnt some amazing time management skills. Excellent tools for call monitoring, performance management and coaching. Marc is friendly and full of knowledge. He really tailored the program to what I needed and had some fabulous advice. Highly reccomend.

Highly recommended, the course is good!

Daniel and Marcus were brilliant in delivering a 2-day course (4-hours each day) that is current, relevant and easily tailored to different types of Call Centre leadership roles. I’ve acquired skills that I can implement immediately in my role to help create and maintain an environment and culture where our people thrive.

I thoroughly enjoyed the Operations Management for Team Leaders training conducted by Daniel Ord. His training style is enriching and highly applicable to today’s context, making the content relevant and easy to relate to. Daniel is an engaging trainer who keeps you on your toes throughout — you certainly won’t find yourself dozing off!

What stood out most was how he opened up perspectives from multiple angles — the management view, the employee view, the customer view, and the reality on the ground.

A special mention to Marcus, who was incredibly helpful throughout the training. When we were unable to access the training materials, he promptly stepped in, which was greatly appreciated!

I felt that Dan had a real passion for the topic at hand and expertly guided us through the topics, as well as answering questions in depth.

I learned about the structure and techniques behind effective coaching, found the session highly valuable and insightful, and would strongly recommend it to anyone who leads a team. Great session Simon!

The contact centre coaching PRO training course was held over 3 half days. Simon has a great knowledge and skill in this area. Simon is very engaging. The main area I believe it will assist me is in having difficult conversations with my team. It is hard to pinpoint what part of the course that I liked the most as it was all fantastic. I would highly recommend this course to any team leaders or managers.

Simon is an incredible facilitator and presenter, and his knowledge of call centre operations becomes evident almost immediately. The tips, strategies, and practical applications he shares are explained thoughtfully, with clear links to the underlying psychology, which really helps them land. He also creates a genuinely safe space to practise these skills with other participants.

I would recommend this training to any team leader, whether new or experienced. This session has increased my confidence and strengthened my approach to building effective coaching structures and philosophies to better support my team. I can genuinely see myself shifting from ‘manager’ to ‘coach’ after this session by taking a more thoughtful and measured approach to each individual’s needs

The training was very helpful; I learnt so much and it very much helped with how to manage my team.

The training is very good in terms of people management; how to approach people, what to say, how much time to spend with which officers. The one thing I learnt which was so new was to spend more time with the best performers.

That was something as I was spending more time with officers who were not performing so it was a good mindset change!

The course is very effective and helpful as it provides insight on the skills needed to communicate productively with team members, family and other people that we cross path with daily.

Very good training and excellent techniques delivered throughout the training. One thing that stood out for me, and I see that it helps during conversations with the person I am coaching, is the silent technique.

Asking a question and giving the silence, prompts the person coached to open up and say what’s in his mind – great technique that really worked!

The training was excellent because the trainer (Simon) used real life experience techniques and skills to provide training on coaching.

I will definitely recommend CX Skills to any individual or corporate bodies as I’ve tried the techniques and skills used in the training and it really helped me in terms of having one on one coaching with my team members and helping to develop their skills.

Simon was so knowledgeable and easy to work with. I look forward to bringing his enthusiasm and skills to the rest of my team. This course is definitely worth it!

Even though the business I am a part of really isn’t large enough to be a “contact centre” this course has given me some fantastic insight into how I can help extract some working data around customer service that will give insight into best practices moving forward as we expand.

Justin was fantastic – everything was explained so well and even I could keep up!! He was enthusiastic and it was informative and fun!!

I completed the course ‘How to Develop Effective Call Centre Team Leaders’ with our Senior Customer Support Manager. Marc was an engaging and thorough trainer, taking us through best practices, operational rhythms and providing us with templates and material so we would put it into practice.

I would recommend the course for any contact centre leader – it will help you develop your Seniors and team members. We had many takeaways that we are embedding with our other Managers and Seniors.

I highly recommend completing this course. Marc was a very engaging facilitator and opened the floor to some impactful discussions on each topic.

We had a smaller group session and it was the perfect way to absorb all the learnings.

Good training, learned many new things regarding call centre & leadership skills. Training provided by Marc was excellent.

Just finished the introduction to contact centre management course, I really enjoyed it Justin was excellent as facilitator. Some fantastic content.

This course is great for a variety or people in different positions. Team leaders looking to progress would get a lot of benefit but even Contact Centre managers like me who have done the role for a while.

It provided some great insights to customer experience and how to help your team leaders to have a greater impact on their people & customers. I’m armed with quite a few practical take aways.

Marc shows a deep understanding of the contact centre industry and is able to explain ideas and concepts in a clear manner. I will try to put to practice what I have learnt to improve behaviours and performance.

The course done with Marc helped me to view my role in a more clear and scheduled way. I was a little lost before starting these sessions, but setting aside that time each week to deep dive into methods we can implement in our teams has been a massive help.

The tools and reading materials that were shared with us are all engaging and can be implemented into most Team Leader based working environments.

I would recommend these sessions for anyone wanting to view a team leader role with more clarity and understanding or those who want to learn the skills needed to effectively manage a group of people