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How to Monitor and Coach Contact Centre Agents – February 2022

Feb 10, 2022 @ 1:00 PM - Feb 11, 2022 @ 5:00 PM AEDT | $497
A Team Leader providing feedback to a call centre agent


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How to Monitor and Coach Contact Centre Agents (February 2022 Class)
$ 497.00 ex GST

How to Effectively Monitor and Coach Contact Centre Agents (February 2022 training course)

Frontline Team Members represent the organisation to its customers and the manner in which they handle Customer contacts can make or break satisfaction, loyalty and efficiencies.

Supervisors/Team Leaders and Quality Assurance work hard to coach their Team Members to higher levels of performance.

At the same time, they face challenges related to making enough time to coach, dealing with difficult coaching situations, ensuring calibration and articulately communicating the organisation’s standards.

This How to Monitor and Coach Contact Centre Agents February 2022 training course addresses the business reasons for coaching and provides practical guidelines for how (and why) you need to make time for coaching, different approaches to coaching and the ‘how-to’ of coaching successfully using OmniTouch’s proprietary 7-Step Coaching Process.

Participants are provided with insights and ideas to measure individual and Team Performance across both Quality and Productivity dimensions and leave this course with confidence in how to manage both the ‘easy’ and more ‘challenging’ Coaching situations.

A call centre manager discussing performance with a call centre agent.

How to Monitor and Coach contact centre agents February 2022 training course fast facts:

  • 2 x 4-hour online modules delivered in consecutive days.
  • All delivered live & online by Daniel Ord, the world’s top Contact Centre trainer!
  • Gain confidence in handling all coaching situations with frontline agents.
  • Perfect for Team Leaders (emerging and existing), Managers & Quality Assurance members. 

  • Public and private training options available.

Who should do this course?

A call centre agent receiving help from a call centre team leader

Learning how to coach contact centre agents is one of the most critical elements of a leaders job in a contact centre yet it’s a skill that is often not fully understood and seldom learnt.

The How to Monitor and Coach Contact Centre agents February 2022 training course will provide students with  a structured process to monitor the performance of a contact centre agent and coach for improvement and is ideally suited to:

  • Contact centre agents being prepared to step into a leadership role
  • Existing Team Leaders who haven’t been taught a structured process on how to provide feedback and coach for improvement
  • Contact Centre Managers
  • Quality Assurance Team members

Seven modules delivered over 2 x 4-hour sessions:

Session 1 – Monitoring, Understanding Performance Standards & Calibration

Monitoring provides the data we need.  So understanding monitoring practices and how Performance standards are designed & calibrated gives Coaches a uniform & consistent way to look at what’s going on.

Module 1. Organisational Design

  • How Organisational design and call centre size impacts quality
    • General management vs. Specialist Roles
  • Comparing & contrasting the roles of Quality Assurance & Team Leaders
    • How they can best work together without inefficiency

Module 2. Monitoring

  • The 4 Strategic Objectives for Monitoring
    • It’s about more than Agent Development
  • The 4 Classic Forms of Monitoring
    • The pros and cons of each and how to use them

Module 3. Understanding Performance Standards

  • Where do Performance Standards come from?
  • The role of Compliance vs. Caliber and what this means to scoring and coaching
  • Why Customer Satisfaction & Monitoring scores don’t always agree
  • The 4 critical pieces of documentation for Performance Standards
    • Why you need these 4 pieces of documentation for coaching

Module 4. Calibration

  • Defining the who/what/when and how of Calibration
  • The 4 levels of Calibration and how each one works
  • Why Customer Satisfaction & Monitoring scores don’t always agree

Session 2 – Teaching, Coaching & Managing Frontline Performance

Coaching is where behavioural change happens.  So we begin with Teaching – because the best Teachers make the best Coaches.  Then we learn how to Coach – including the difficult sessions – to inspire behavioural change.

And we close with our popular Productivity, Quality & Attitude Model for Agents.

Module 5. How to Teach

  • Why being a good Teacher helps you become a great Coach
  • How to Teach a Performance Standard
  • How teaching fits into coaching

Module 6. How to Coach

  • The definition of Coaching
  • Coaching best practices
  • Using Level 2 coaching to change behaviour
  • The 7 Step Process for Level 2 coaching
  • Dealing with difficult Coaching situations
  • Using performance management techniques

Module 7. Wrapping it up with overall agent performance

  • How to evaluate Agents across both Productivity & Quality dimensions

Date and Times

The How to Monitor and Coach Contact Centre Agents February 2022 training course is delivered over 2 x 4-hour sessions with exact dates and times below enabling you to plan ahead.

  • Session 1 – Thursday 10th February 2022, 13:00 to 17:00 AEDT (Melbourne, Australia)
  • Session 2 – Friday 11th February 2022, 13:00 to 17:00 AEDT (Melbourne, Australia)

About Your Trainer

Your trainer for the How to Coach Contact Centre Agents training course is Daniel Ord from OmniTouch International – the leading Contact Centre & Customer Experience 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.


The How to Coach Contact Centre Agents course is a popular course as it’s an area that most leaders lack confidence in how to deliver feedback and coach for improvement. Learning a structured framework is a skill that provides benefits for life and we’ve received some great feedback from those who have completed the course:

“The coaching tips & role-plays definitely help me to prepare & carry out coaching sessions with my staff.”

“This training rekindled my passion to coach!” 

“Thank you Daniel for keeping the training so alive & interesting.  I appreciated the experience and will apply in my daily job!”                

“The learnings & content of this course can be really easily absorbed and applied right away.  Really appreciate the clarity!”                    

See more testimonials for Daniel Ord >

About CX Skills

CX Skills is a boutique Australian training business that specialises in contact centres, customer experience, customer service and leadership 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.

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CX Skills
Based on 23 reviews
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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
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How and when its delivered

The How to Monitor and Coach Contact Centre Agents February 2022 training course is delivered via Zoom Teleconferencing and users will be sent any required materials prior to the course commencing. We offer this course both publicly and privately with the differences outlined below:

Public Courses

The How to Monitor and Coach Contact Centre Agents February 2022 training course is delivered as two 4-hour modules in consecutive days.

Being public, it’s a great way to hear and learn from others in the course (and build your network!) as well as being a cost-effective model for small numbers of attendees.

The times and dates are fixed to enable you to plan ahead and typically we run this course once a month. If you would like to have more flexibility on the dates, times and content or need to training larger groups refer to our private 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 or you’d like the benefits of training larger groups of Team Leaders/Managers within your business (can be great to get all your coaches on the same page at the same time!).

Our private courses can deliver the same course with dates and times to suit you and we can also include more specific role-plays based on your business rather than generic ones we use in our public courses.

Learn more about our private training options >

Got questions?

The February 2022 How to Monitor and Coach Contact Centre Agents training course is $497 per person ex GST for 8 hours of facilitated learning (2 x 4-hour sessions) delivered global contact centre expert Daniel Ord.

Dates don’t suit?

Check here for more options or learn more about our private training options where you can have more flexibility with the dates and times along with customised content to specifically tailor to your business (perfect for getting all your leaders ‘on the same page’).

Questions marks to encourage people to ask any questions they have about this Team Leader training course

Purchase Now

Tickets to the How to Monitor and Coach Contact Centre Agents February 2022 training course can be purchased online using a credit card or requesting an invoice at the top of this page. 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 10% when booking for two or more people in the same transaction (note: the discount will be applied on the final checkout page).


Feb 10, 2022 @ 1:00 PM AEDT
Feb 11, 2022 @ 5:00 PM AEDT
Courses Category:


CX Skills
+61 3 9008 7287
View Organiser Website


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