Do you run public courses with fixed dates?

Yes. We schedule live online public courses throughout the year. They’re ideal for individuals or small teams. You can check upcoming dates on each course page or above on the upcoming public courses list.

Can you customise a course for our team?

Absolutely. Private courses can be tailored to your scenarios, systems and KPIs, and delivered live online or onsite. Content, examples and practice tasks are aligned to your environment.

What’s the typical course length?

Our courses are designed to be flexible, with the most common formats being: Essentials 1 × 3-hour session; Foundations 2 × 3-hour sessions; PRO 3 × 3-hour sessions. We can also deliver half-day or full-day onsite workshops, or tailor a program to suit your schedule.

Do participants receive a certificate?

Yes. Everyone who completes the training receives a digital certificate of completion.

Is the training recorded?

Public courses are not recorded to protect participant privacy. For private programs, we can discuss recording options for internal use if required.

What are the minimum and maximum group sizes?

Private courses generally run with a minimum of 4 people and up to 16 per cohort for best interaction. Larger teams can be split into multiple cohorts delivered on your preferred schedule. For public courses, you can purchase as little as one ticket.

Do you offer self-paced customer service courses?

Yes. We have a comprehensive library of self-paced courses covering all facets of customer service. See our self-paced training for options and access details.

How do we pay — invoice or credit card?

Both. Public courses can be booked instantly by card, or you can request an invoice. Private training is invoiced with agreed dates and scope.

Will the training suit government and regulated environments?

Yes. We regularly train councils, departments and regulated industries. We can align examples and case work to policy, compliance and accessibility requirements.

Do you provide post-training resources or follow-up?

Participants receive templates and reference materials. For private programs, we can include follow-up coaching or QA calibration sessions on request.

How much do customer service training courses cost in Australia?

Public course tickets typically range from $278 to $847 per person, depending on the program. Private courses are quoted per team and are usually more cost-effective for groups of six or more. See upcoming public courses or private training.

What skills are covered in customer service training?

Core skills include professional communication, empathy, de-escalation, call/email/chat structure, setting expectations, ownership language and recovery techniques. Role-specific programs cover phone, email, live chat, reception/front desk, technical support and more.

Do you offer online customer service training for remote teams?

Yes. All programs are available live online with interactive practice and coaching. If you need an on-demand option, see our self-paced customer service course.

Can you run onsite customer service training across Australia?

Yes. We deliver onsite private workshops nationwide, including metro and regional locations. Content is tailored to your systems, policies and scenarios.

Is the training accredited or aligned to standards?

Our courses are industry-recognised and aligned with the ACXPA Contact Centre & CX Standards. We don’t offer nationally accredited qualifications, as they can be too rigid, generic and costly for most businesses. Instead, our focus is on practical frameworks and coaching that deliver measurable results. See https://cxskills.com.au/accredited-customer-service-training-courses/ for details.

Which industries is the training suitable for?

Suitable for government, healthcare, utilities, education, retail, finance, tech, associations and more. We tailor examples to your customers, channels and compliance requirements.

Expert Workforce Optimisation Training Courses -Call Centres

Why Workforce Optimisation Training is Essential

Labour is the largest cost in most contact centres. The right Workforce Optimisation training courses build capability in forecasting, scheduling and real-time management so you can hit service levels without overspend.

Trained WFM teams plan with data, control shrinkage and protect both customer and employee experience.

Reduce labour costs Roster the right heads at the right time. Cut overtime, idle time and the blowouts caused by unmanaged shrinkage.
Improve customer experience Lower wait times and abandons by matching staffing to demand at peaks and troughs.
Data-driven forecasting Use historicals, events and seasonality to predict workload and build defendable capacity plans.
Smarter schedules Design shifts that fit the curve, lift adherence and avoid paying people when there’s no demand.
Real-time control Detect variance early. Reforecast intraday and make informed skill-moves before queues spike.
Protect your people Balance service and wellbeing with fair workloads, realistic targets and transparent planning.

Workforce Optimisation Training Courses

Three proven programs covering the full Workforce Management lifecycle. Compare the options below for duration, delivery, cost and focus.

WFM for Team Leaders

Help team leaders understand WFM principles, improve adherence, and align teams with workforce plans to lift efficiency and engagement.

📅 1 full day
💲697 +GST per person
Live online / Onsite
Public & Private

Learn more >

Real-Time WFM for Contact Centres

Build strategies for real-time monitoring, intraday reforecasting and adherence control. Ideal for WFM analysts and contact centre managers.

📅 1 full day
💲697 +GST per person
Live online / Onsite
Public & Private

Learn more >

WFM Essentials

Comprehensive foundations in workforce planning: forecasting, scheduling, adherence and data-driven decision making for planners and leaders.

📅 3 full days
💲2,797 +GST per person
Live online / Onsite
Public & Private

Learn more >

Not sure which option fits? Ask for a recommendation

How and When WFM Training Is Delivered

Choose the format that fits your team. Public courses suit individuals or small groups who want fixed dates. Private courses let you schedule sessions for your whole team and tailor the content to your environment. Both are fully instructor-led and designed for practical, on-the-job results.

Feature	Public Course	Private Course
Who Attends	Open to all companies and individuals	Your team only
Learning Environment	Hear perspectives from other centres and industries	Tailored to your workflows, systems and targets
Dates & Times	Fixed schedule that’s easy to plan around	Fully flexible to suit your roster and availability
Delivery Method	Live online	Live online or onsite
Cost	$697 - $2,797 per person (course dependent)	Cost-effective for larger groups
Best For	Individuals/small teams needing set dates	Companies wanting a program tailored to their team
Minimum Numbers	No minimum — book one person or more	Minimum of 4 participants
	View Upcoming Public Courses >	Learn More About Private Training >

Your Workforce Management Advantage

Building WFM capability doesn’t stop at a classroom door. Day to day, you need calculators that work, examples you can copy, and peers who’ve solved the same problems. That’s exactly what an ACXPA membership gives you through the dedicated Workforce Management Hub.

Whether you’re a planner, RTA or leader, the hub puts practical tools and community support in reach so you can forecast with confidence, schedule to the curve, and keep service levels steady without burning money or people.

Members save 25% on all CX Skills courses!

WFM Hub Interactive online tools including Erlang staffing simulators, service level models, shrinkage calculators, interval planners and more.
Downloadable templates Practical Excel tools and calculators for turnover, attrition, employee replacement costs and call centre acronyms.
Private WFM groups Connect with other planners, RTAs and leaders to compare approaches, sense-check plans and share solutions.
Monthly roundtables Live expert panels exploring workforce optimisation, contact centre performance and CX challenges.
Self-paced learning 15 included micro-courses (including WFM) plus discounted access to 300+ additional programs across CX, leadership and service.
Resource library Benchmarking data, videos, and best-practice guides to support continuous improvement.

Join ACXPA & Access the WFM Hub Explore ACXPA Resources

Self-Paced Courses for Extra Flexibility

Our live WFM programs remain the gold standard for in-depth skills development. But if you’re looking for a lighter, more flexible option, you can also access a growing library of self-paced online courses — including a short WFM module plus a wide range of customer service, call centre, leadership and sales topics.

Short, engaging video lessons (approx. 10 minutes each)
Workbooks, quizzes and certificates of completion
300+ courses covering CX, contact centres, leadership and more
Available 24/7 on any device

Ideal for quick introductions or ongoing development, while our live training delivers the full depth and practice.

View self-paced course options >

Delivered in Partnership with Call Design

Our Workforce Management training programs are delivered in collaboration with Call Design, a specialist Workforce Optimisation consultancy with more than 20 years’ experience helping organisations strengthen their forecasting, scheduling and real-time management capability.

Since 1999, Call Design has partnered with many of Australia’s largest contact centres, retail and back-office operations to embed WFM best practice. Their consultants bring deep expertise, blending global frameworks with practical, vendor-agnostic approaches that work across any environment.

As an Accredited Trainer Provider with the Australian Customer Experience Professionals Association (ACXPA), Call Design ensures every WFM course we run is industry-recognised, practical and directly relevant to the challenges faced by Australian operations.

Call Design — ACXPA Accredited Trainer Provider

Trusted by Leading Organisations Across Australia

Hundreds of businesses — from local councils to national brands — have chosen CX Skills to upskill their teams with practical, real-world customer service training.

👉 See the full list of businesses we've trained >

Upcoming Public Workforce Optimisation Training Courses

Explore all upcoming Workforce Management (WFM) and Optimisation public courses below. These live, instructor-led programs are ideal for individuals or small teams who want to strengthen their planning, scheduling and real-time management skills.

You can enrol one staff member or multiple team members in a single transaction, making public courses a cost-effective way to build WFM capability.

Secure your place online — pay instantly by credit card, or request an invoice during checkout.
Prefer a tailored solution? All WFM courses are also available as private sessions — learn more about private training options or contact us to discuss a program designed for your team.
Seats are strictly limited for each public course, so early booking is recommended to secure your preferred date.