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Introduction to Contact Centre Management – September 2021

September 15 @ 1:00 PM - 5:00 PM AEST
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One event on Jul 16, 2021 at 1:00 PM

Introduction to contact centre management online training September 2021 online course


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Introduction to Contact Centre Management - September 2021
$ 497.00 ex GST

Introduction to Contact Centre Management September 2021 Workshop 

Have you got some talented contact centre agents that are ready to take the next step? Some existing Team Leaders that are looking to learn more about contact centre management?

Our Introduction to Contact Centre Management September 2021 course is designed to prepare frontline agents and/or future or existing Team Leaders for a management role within a contact centre environment.

Facilitated by local contact centre industry expert Justin Tippett, the course is designed to excite, inform and educate future leaders of our industry on the career opportunities, current trends and challenges ahead for the contact centre industry whilst equipping them with the fundamental skills and awareness that are applicable to all contact centres globally that they will need for success.

Across 7 different modules, students will learn the basic principles of contact centre management that apply regardless of the size, location or industry type of your contact centre.

The skills and knowledge can be applied instantly and will deliver an immediate impact to both their personal development and the performance of your contact centre operations!

Introduction to contact centre management online training courses in September 2021

Setting up your team for success

If you’ve identified an emerging leader in your contact centre then it’s critical you provide them with the skills to successfully take the next step in their career.

Whether it’s to prepare your emerging leader for a temporary ‘acting opportunity’ to cover some annual leave, part of a formalised succession plan or just being thrown into the deep end, our courses will ensure that they are ready to step into a leadership role in a contact centre environment.

It’s no secret that the contact centre Team Leader role is one of the toughest transitions to make, yet it’s also one of the most critical roles in your contact centre as consider the consequences of appointing someone without the right skills:

  • You won’t just have one disengaged employee (the new Team Leader), you’ll have a whole team of disengaged contact centre agents.  And you know what that means – reduced performance, increased sick leave, increased turnover and plummeting customer satisfaction scores.
  • You’ve probably already lost your best agent (you took them off the phones for this opportunity remember) and if they aren’t supported in their new opportunity, you just may lose them altogether as an employee. What a terrible loss for your organisation!

This course helps equip students with the fundamentals of call centre management that will also help them see ‘the big picture’ in how all the different components of a contact centre have to work together for ultimate success.

7 Great Modules

The 2 x 4-hour workshop is designed to give participants an overview of fundamental contact centre management that will empower them with practical skills and knowledge they can immediately take back to the workplace.


We’ll explore the current trends in contact centres, explain the difference between CX and customer service, why CX matters to contact centres, the impact of changing customer preferences as well as common contact centre industry jargon and acronyms used so you’ll know the difference between your GOS, AHT, ACW, FCR and more.

Team Leader Roles & Responsibilities

We explore the common functions performed by a Team Leader and how to prioritise what’s really important.

KPIs & Metrics

How performance is measured in a contact centre environment and how KPIs can be used to drive the right behaviours and outcomes. We’ll also explore the relationship between the top KPIs typically used in a contact centre environment and how focusing on one, can impact another.

Calculating Workload

We’ll also cover Erlang C and how it can help optimise the efficiency of your contact centre along with understanding how the performance of one contact centre agent can impact the performance of the entire contact centre.

Measuring Quality

It’s not difficult to find quantitative metrics to use in the contact centre (e.g. number of calls, Average Handling Time etc) but measuring quality at both centre and agent level can be a lot trickier! We explore some of the methods used to measure customer experience at both a business level and agent level.

Human Behaviour

A large part of being a leader in contact centres is learning how to relate and manage people so we’ll teach you the basics of human behaviours and how it can help you deliver better customers experiences and be a better leader.


We’ll teach you a coaching method that can help deliver meaningful feedback to employees that will build relationships and help improve performance.

Built for online

While the Introduction to Management training course has traditionally been delivered on-site/in-person, with the arrival of COVID we’ve now adapted this course to be delivered online via ZOOM teleconferencing.

Delivered over  2 x 4 Hour modules on consecutive days, it enables students to still attend to urgent work matters whilst still having the energy left to learn!

Course materials will be sent to students via email prior to the course commencing.

If you’d rather have the course delivered in-person on your premises please refer to our private training options >

Online call centre manager course September 2021

Dates and Times

This Introduction to Contact Centre Management September 2021 online course is being held via ZOOM on the following dates:

  • Session One – Wednesday 15th September 2021 13:00 to 17:00 AEST (Melbourne, VIC)
  • Session Two – Thursday 16th September 2021 13:00 to 17:00 AEST (Melbourne, VIC)

Who is this course suitable for?

The Introduction to Contact Centre Management September 2021 training course is suitable for:

  • Contact centre agents preparing to take the next step into a Team Leader/Supervisor role.
  • New Team Leaders with little contact centre experience who need to know how things work.
  • Existing Team Leaders with an aspiration for contact centre management.
  • Managers of smaller contact centres who never received any training on contact centre management practices, techniques and methodologies.

Key Course Takeaways

For participants

  • You’ll get an overview of contact centre management and the various components required to be a successful leader in any contact centre environment.
  • You’ll learn about the common KPI’s used in contact and how and why they are used.
  • You’ll learn how to measure agent performance and how to explain the ‘power of one’ and how each agent contributes to the overall success of your contact centre.
  • You’ll be equipped with some human behavioural skills that can help build better personal and professional relationships.
  • You’ll meet others on a similar journey so you can start to build your professional network with.

For the business

  • Your emerging leaders will have a broader understanding of the core fundamentals of contact centre management and how they can drive performance improvements.
  • They’ll gain confidence in their ability to lead a team and have quality conversations.
  • It will spark lots of ideas and passion for furthering their contact centre career.
  • You’ll end up with much higher engaged staff (both the emerging leader attending the workshop and the employees they manage as a result of their improved skills!)

About your facilitator

Justin Tippett is the founder of CX Skills and one of the most recognised contact centre leaders in Australia with over 30 years of experience in the contact centre and customer experience industry across both the private and public sector.

He’s been the judge of numerous local award programs including the Auscontact Association awards as well as award programs overseas including the World Contact Centre awards held in Las Vegas, Singapore Contact Centre Awards and lots more.

The founder and Chief Editor of CX Central (Australia’s most visited website in Australia for contact centre and customer experience professionals) Justin is also a regular speaker and chair at conferences here and across the globe as well as a strong advocate for the CX and contact centre industry across various media outlets.

In 2019 Justin was also named one of the Top 25 CX Influencers in the world.

Justin Tippett is the facilitator Intro to Call Centre Management Course

Course Testimonials

Kaylee Gerbes Testimonial for CX Skills

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 Skills and Justin for training and support. Kaylee Gerbes, Team Leader Quality & Learning, MOIRA. 

“Justin’s knowledge and experience in the industry gives you an invaluable insight into how we can improve our operations. The course was very informative and enjoyable!”

“Justin was an excellent teacher, very charismatic with his information delivery. The course was informative, relevant and presented in a logical way that was easy to understand.”

“A great experience for anybody seeking to become a leader in the call centre. Clear and comprehensive material that will challenge you to become a better you.”

“A great course which just flew! Justin was knowledgable and engaging.”

“Justin is a wealth of knowledge and adapts well to the skill of the audience. We will certainly be implementing a few of the concepts we learnt.”

“Highly recommend this course to anyone looking to move off the floor into an entry-level management position in contact centres.”

“As an existing Team Leader, I found this course helpful in many ways that will help me improve in coaching and training my team”

“It was great to be able to gain further knowledge on how to be a great team leader as well as reinforcing some of the things we were already doing were the right thing!”

“Realistic, meaningful and truly practical approach to current call centre management.”

“It was great to be able to gain further knowledge on how to be a great team leader as well as reinforcing some of the things we were already doing were the right thing!”

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.

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CX Skills
Based on 20 reviews
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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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Book now

If you’ve got further questions about the Introduction to Contact Centre Management September 2021 training course or would like to discuss private delivery options for your whole team contact us on +61 3 9008 7287 AEST/AEDT Monday to Friday or send us a message >

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Click the ‘Get Tickets’ button to secure your place.


September 15
1:00 PM - 5:00 PM
Courses Category:


CX Skills
+61 3 9008 7287
View Organiser Website


Best suited for:
Future/Emerging Leaders, Team Leaders
Justin Tippett
Session Duration
4 Hours
Number of sessions
Total Course Hours