May 2025 Contact Centre Coaching PRO Course: Empowering Your Team Leader, Transform Your Call Centre
Empower your team leaders with advanced coaching techniques tailored to the real challenges of a contact centre. Too often, talented individuals are promoted directly from the front lines without receiving the formal coaching training they need.
This shortfall in coaching skills can undermine overall performance. It affects customer service and sales results – while also skewing quantitative metrics like average handling times. Ultimately, it erodes employee engagement, paving the way for diminished performance, elevated turnover, and additional operational challenges.
This course is meticulously crafted to equip managers with the practical skills required to inspire and guide their teams through effective coaching. Under the expert leadership of Simon Blair – one of Australia’s foremost call centre coaching authorities and General Manager of ACXPA Benchmarking Services – you’ll access strategies that deliver measurable improvements in performance while nurturing a positive, stable workplace culture.
Key Benefits:
Universal Application: Tailored for contact centres of any size.
Leadership Development: Transform team leaders into truly effective coaches.
Performance Enhancement: Drive both qualitative improvements (customer experience, team engagement) and quantitative results (efficiency, key performance metrics).
Employee Retention: Cultivate a coaching culture that reduces turnover and builds lasting loyalty.
Expert Insights: Benefit from Simon’s extensive, hands-on industry experience.
Sustainable Success: Lay the groundwork for long-term operational and cultural excellence.
If you’re ready to transition from reactive (or non-existent) coaching to proactive, transformative leadership, the May 2025 Contact Centre Coaching PRO course is your blueprint for lasting excellence.
Contact Centre Coaching PRO Course Fast Facts:
Convenient Scheduling: 3 x 3-hour modules (9 hours total), making it easy to fit into your schedule while minimising operational impact.
Leadership-Focused: Ideal for any contact centre leader responsible for providing feedback, coaching, and driving frontline performance improvement.
Premium Coaching Methodologies: Proven coaching skills and strategies that can be applied in any contact centre environment.
Interactive Online Learning: All sessions are delivered live and online with high engagement—learn, laugh, and practice with plenty of hands-on application.
Expert-Led Training: Designed and facilitated by industry expert Simon Blair—no PowerPoint lectures here, just real-world expertise!
Optimised for Online/Virtual Learning
This course has been expertly adapted for online delivery via Zoom, ensuring high engagement and superior learning outcomes through short, interactive, and highly engaging sessions.
Each session is designed to keep participants focused, involved, and ready to apply what they’ve learned immediately.
The May 2025 Contact Centre Coaching Pro training course empowers Team Leaders with the essential coaching behaviours and methodologies needed to elevate frontline staff performance—whether they’re new to the role or seasoned professionals.
This course equips leaders with the tools to drive meaningful coaching conversations, build skills, and inspire performance improvement across all experience levels.
Prefer face-to-face training? Onsite delivery is also available for private bookings – see below for more details.
Course Suitability
The Contact Centre Coaching Professionals May 2025 course has been designed for any employee who has responsibilities for feedback, coaching and influencing performance improvement for frontline agents/employees.
The 3 x 3-hour sessions have been designed to be delivered in a structured manner enabling participants to learn and apply their new skills in between the different modules.
The skills we teach are applicable to all contact centre environments big and small.
Typical roles include:
- Contact Centre Team Leaders
- Acting Team Leaders
- Contact Centre Managers
- Quality Assessors & Quality Managers
- Trainers
- Coaches
🎯 Training Course Outcomes – Empowering Leaders, Driving Results
The May 2025 Contact Centre Coaching Pro course equips participants with best-practice coaching and feedback techniques, with a strong focus on strengths-based coaching.
Leaders will learn how to identify, highlight, and leverage individual strengths, empowering frontline staff to deliver higher-quality customer interactions while building confidence and capability.
A core component of the course is developing the skills to lead better coaching conversations. Participants will gain the confidence to coach employees at all experience levels, ensuring they can effectively motivate, engage, and drive performance improvement across their team.
For contact centres participating in the Australian Call Centre Rankings or the ACXPA Private QA Assessment services, this course provides specific coaching strategies aligned with the behaviours required to improve ranking results, giving your team an edge in delivering superior customer experiences.
🏆 ACXPA Certification:
Upon successful completion of the course and demonstrating their ability to apply the coaching methods across various contexts, participants will be awarded the prestigious ACXPA Certified Contact Centre Coach Accreditation—a recognition of their coaching superpowers!
📅 9 Hours of Expert Training Delivered Over 3 x 3-Hour Sessions
The May 2025 Contact Centre Coaching Pro course delivers 9 hours of expert-led training, structured across 3 x 3-hour sessions.
This spaced learning approach minimises operational disruption while giving participants the opportunity to learn, apply, and refine their new coaching skills between sessions—empowering them to immediately implement strategies with the staff they manage or support.
Session 1
What Makes a Great Coach?
Explore the different types of coaching and the essential requirements for effective coaching, drawing on insights from some of the world’s best coaches in business and sport.
Customer Experience Coaching
Discover the primary role of a Contact Centre coach in helping staff achieve desired call-handling behaviours* that drive premium customer experiences during critical moments of truth.
*This module is based on the five core competencies and 18 call-handling behaviours from the Australian Contact Centre Quality Standards.
These standards elevate conversation quality in any contact centre and can directly improve your rankings if you're participating in the monthly Australian Contact Centre Rankings or using the Contact Centre CX Benchmarking service.
Better Coaching Conversations
Learn, demonstrate, and practice using the five coaching competencies to uncover staff strengths and leverage them for improving specific call-handling behaviours*.
*While we use the Australian Contact Centre Quality Standards as an example, the coaching competencies apply universally, driving quality improvements regardless of your existing metrics (CSAT, NPS, etc.).
Session 2
Coaching Simulations
Practice applying the five coaching methods through realistic simulations that reflect a variety of staff types, performance levels, and attitudes.
Difficult Coaching Conversations
Gain hands-on experience in navigating challenging coaching conversations, particularly when dealing with negative attitudes, closed-mindedness, or a lack of accountability for personal development.
Session 3
Coach the Coach
Experience real-world application as the trainer conducts personalised coaching sessions with each participant, demonstrating how to effectively apply the methods taught throughout the course.
Bringing it All Together
Address any remaining learning gaps through targeted demonstrations and group practice. The session concludes with rapid-fire learning checks and an online assessment to confirm competency and reinforce critical coaching skills.
About Your Trainer, Simon Blair
Simon Blair brings decades of expertise in developing contact centre professionals—from Team Leaders and Managers to QA, Trainers, and Coaches.
He has trained, coached, and assessed thousands of professionals across Australia and overseas, evaluating over 50,000 phone calls in his career. This extensive experience has given him unprecedented insight into which behaviours drive success and how to coach them effectively.
As the former co-host and producer of The Coaching Podcast, Simon has partnered with some of the world’s leading coaches to uncover the secrets of their success. In addition, he currently serves as General Manager, Contact Centre Benchmarking for the Australian Customer Experience Professionals Association (ACXPA), where he leads a team dedicated to assessing and reporting on contact centre performance.
Outside of work, Simon is an avid musician, singer, and a proud father of four.
Why Choose CX Skills?
At CX Skills, we focus on what we do best - delivering expert-led training in customer service, customer experience (CX), contact centres, workforce optimisation (WFM/WFO), and workplace wellness. Unlike generic training providers, our courses are developed and facilitated by industry professionals with real-world experience who know what it takes to succeed.
We’re the official training partner of the Australian Customer Experience Professionals Association (ACXPA), and we’re a small business, proudly Australian-owned and operated.
Trusted by hundreds of businesses and backed by outstanding customer testimonials, CX Skills ensures your team receives training that is practical, engaging, and designed for real-world success.
Customer Reviews & Testimonials
Our customers love what we do! Here’s a sample of what they have to say, or you can read all our customer reviews here >
Some of the Organisations We've Trained
We’re proud to have worked with a diverse range of organisations across multiple industries, sizes, and sectors. 👉 See the full list of our customers here >
Course Dates & Times
The May 2025 Contact Centre Coaching PRO course is delivered via Zoom and is available publicly meaning there will be employees from multiple businesses attending.
The Contact Centre Coaching PRO May 2025 course is delivered over 3 x 3-hour sessions on the dates and times listed below.
If the dates or times don’t suit, check here for other dates, or contact us about a private course (minimum 5 people) where you can have more flexibility over the dates, times and duration of each session.
- Session 1 – Tuesday, 27th May, 09:30 to 12:30 AEST (Melbourne, Australia)
- Session 2 – Wednesday, 28th May, 09:30 to 12:30 AEST (Melbourne, Australia)
- Session 3 – Thursday, 29th May, 09:30 to 12:30 AEST (Melbourne, Australia)
Pricing and Payment Options
The Contact Centre Coaching PRO May 2025 course is $798 AUD per person ex GST for the entire 9 hours of online facilitated learning (3 x 3-hour sessions).
Tickets can be purchased using a credit card at the top of this page, or you can request an invoice at checkout.
Available Discounts
- Save 15% when booking for two or more employees in the same transaction (note: the discount will be applied on the final checkout page and no other discounts apply).
- ACXPA Members save 25% off all CX Skills courses (including this one!), plus access to 15 self-paced courses and a host of other benefits. Learn More >
- We offer volume discounts for training your whole team leader/QA/leadership team. Contact us for customised pricing and availability. Phone +61 3 9008 7287 or send us a message >
💡 Save 25% Instantly on This Course – and Every CX Skills Course!
Want to get an instant 25% discount on this course and all future training?
As a member of the Australian Customer Experience Professionals Association (ACXPA), you’ll unlock exclusive discounts, expert resources, and professional development opportunities to enhance customer interactions and service quality.
📢 Annual Memberships start from just $35 per employee – making it a smart investment whether you're upskilling yourself or training your team.
🚀 Learn More & Save 25% Before You Enrol >
