This comprehensive March 2022 Contact Centre Management Fundamentals training course is based on global best-practice contact centre operations to improve the performance of your contact centre.
Facilitated by Daniel Ord, from OmniTouch International – this is the gold standard for contact centre management training across the world regardless of the size, location or industry of your contact centre.
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 combined with efficiency, but you’ll be equipped with the practical skills you need to implement everything that you learn.
Importantly, this course is completely agnostic – it is not associated with any vendors, associations, consulting groups etc pushing their own agendas. It is based on industry best-practice and it will provide you with skills and knowledge that can be implemented effectively into any inbound contact centre to improve performance.
The March 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:
The Contact Centre Manager Fundamentals course is delivered via Zoom across 4 x 4-hour online modules. The four modules are delivered across four consecutive days to maximise learning effectiveness. Regular breaks are included to ensure you can maintain focus throughout the course.
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.
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 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.
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.
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.
The course is delivered via Zoom teleconferencing across 4 x 4-hour sessions with the dates and times for the March 2022 Contact Centre Management Fundamentals training course below.
Regular break times are provided during the sessions to ensure learning outcomes are maximised.
With just 4 hours each session it enables you to still stay on top of urgent work matters whilst still having time to learn some new skills.
In our March 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.
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.
The skills you learn apply to any inbound contact centre – helping you in your existing workplace as well as being completely transferrable.
You will also:
The trainer for the March 2022 Contact Centre Management Fundamentals training course is Daniel Ord from OmniTouch International – recognised as one of the leading customer experience and contact centre trainers in the world.
Daniel has trained over 50,000 participants across over 40 countries and is regularly featured in leading customer management publications and he has been a regular visitor to Australia for over 20 years.
Credentials-wise, Dan is a Certified Customer Experience Professional (CCXP), one of only a handful of recognised CXPA trainers in the world, an International Customer Management Institute (ICMI) Certified Associate, a Call Centre Industry Advisory Council Training Partner (CIAC), Net Promoter Certified and Daniel was the first to bring professional management level Contact Centre certification to Asia back in the early 00s (he was based in Singapore for 20 years).
Daniel is consistently regarded as the best trainer in the industry with his incredible subject matter expertise, excellent storytelling with real-world examples, a great sense of humour and a clear passion for the industry and helping people excel.
So it’s not surprising to note that despite all the numerous industry accolades and recognition, it’s the Customer Testimonials Daniel is most proud of and you can read a selection of his recent testimonials below.
“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!!”
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).
CX Skills is a specialist training business that only delivers contact centre, customer experience, customer service and leadership related courses facilitated exclusively by industry professionals. We’re one of the founding members of the Australian Customer Experience Professionals Association (ACXPA) and we are committed to helping Australia to be recognised as global leaders in Customer Experience.
We’ve trained thousands of staff across a diverse range of businesses and we’re proud of the amazing customer testimonials we’ve received directly and on Google reviews (the most recent listed below) so you can rest assured your training is in good hands.
The March 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.
Tickets to the March 2022 Contact Centre Management Fundamentals course can be purchased using a credit card, direct bank transfer or you can request an invoice.
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.
Just click the ‘Get Tickets’ button below or at the top of the page.