Introduction to Contact Centre Management

Really enjoyed the insights shared by Justin throughout the day we spent going through the training package. The analytics were super interesting to see and highlighted a lot of aspects of the business in which we really need to adjust for the better. I’m hoping this course and any future courses help uplift the way we work for the betterment of our staff and customers.

I recently completed the Introduction to Call Centre Management course and found it extremely valuable. It provided a solid understanding of contact centre metrics, how to interpret and apply them effectively, and introduced practical coaching frameworks that can be applied immediately in the workplace.

I enjoyed having exposure to wider contact centre practices, which helped me now understand the drivers of corporate decisions. This has shifted my own focus to be more aligned to the directions of a healthy operation centre.

I learnt a lot of different terminologies and equations for things I’ve never been exposed to before. I wish I could’ve had this training with Justin at the beginning of my journey as a Team Leader.

Justin himself was relatable and great at keeping the content engaging as we moved through the different topics. These topics varied in how interesting they were, but all were well explained and presented and very relevant to the management of contact centres.

Overall the training was insightful, useful, and made sense. I would recommend this course for anyone starting out in any leadership or management role in a contact centre, and in particular learning how to link raw data with actual performance and outcomes was really great. Thanks Justin!

This course really opened my eyes to how call centres work and the metrics that are looked at to determine quality.

After this course I feel more equipped to handle and support my staff with the tools and information given to me with this course. I thank Justin for running my colleagues and myself through this so I can now support my staff and coach them to better version of themselves.

Good introduction into the roll. Good break down and explanation of metrics, what they are and how each one effects/impacts different areas and the big picture. Overall very clear and easy to understand.

Justin was confident, to the point, and full of very useful information and insight. The way his training session was presented was very easy to understand and validated a lot of thoughts I originally had about contact centre management. Could not recommend it more, and I look forward to any further sessions I have.

This is honestly one of the best training programs I have ever attended. The training was extremely knowledgeable, practical, and directly relevant to what we do on a daily basis in customer service and contact centre operations.

Everything was explained so clearly and in a way that was very easy to understand. Justin is great, I had a pleasure to even meet him before his training for hours which was great for my experience. Hope to do many more sessions like this one but only with Justin!

I would recommend this course as it provides helpful and useful tips and tricks in order to run the best call centre team whilst showing the full impact of what may seem like a minor annoyance. Tools are provided to help teams work to their full potential. It also helped me personally confirm some of my own training skills I had put into play with my team and how they were on the right track in order to lead my team to success.

I really enjoyed the environment Justin created for us. He placed us in a group that embraced a straightforward, no-nonsense approach while providing a clear overview of where we currently stand as a department. This allowed us to remain open-minded and focus on the structures and processes we want to develop moving forward. I believe our leadership group will continue to learn and grow over time with his guidance. I would highly recommend this program to anyone experiencing leadership challenges within their business.

This course was a good introduction and understanding of call centres and how to manage metrics.

Really helpful bringing it back to basics – how important our Team Leaders are, how to appropriately use KPIs (and why you need them), and the benefits of great customer experience.

Lots to think about and apply to my Helpdesk.

I found the Introduction to Contact Centre Management course to be highly valuable and relevant to my role. The content was well-structured, practical, and directly applicable to the day-to-day challenges of managing a contact centre.

Justin is very knowledgeable, engaging, and provided real-world examples that made the sessions easy to follow and apply. His approach encouraged open discussion, which made the learning experience both interactive and supportive.

I would definitely recommend this course to anyone in, or aspiring to move into, a leadership role within a contact centre. It provides practical tools, clear strategies, and insights that help build confidence and capability in managing people and processes effectively.

After being in a secondment, in a Coordiantor role for the last 8 months, I found this course extremely valuable. Justin was engaging, funny and shared real-life scenarios and situations to help cement the information he was sharing and showcasing how these processes can be applied. I thoroughly enjoyed the course and would recommend to anyone who is new to the industry or looking for upskilling.

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!!

The Introduction to Contact Centre Management Course with Justin Tippett was incredibly insightful. The course was packed with new learnings and industry-based work hacks that are immediately applicable. Justin’s expertise and engaging teaching style made complex concepts easy to understand.

The practical examples and real-world scenarios provided a solid foundation for anyone looking to excel in contact centre management. Additionally, the interactive sessions and hands-on activities ensured that we could apply what we learned in a practical setting. Overall, this course is a must for anyone in the industry looking to enhance their skills and knowledge.

Did the introduction to contact centre manager course with Justin, and it was a fantastic experience!

You could clearly see the passion and joy Justin had for what he was teaching and it was clear to see his experience.

I really enjoyed some of the storytelling and practical examples Justin provided, it really helped tie everything together.

Strongly recommend!

The training provided by Justin was really good, lots of information that will benefit us in many ways in the contact centre!

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.