May 2026 Contact Centre Management Fundamentals
The gold-standard course for running a high-performing contact centre. Designed and delivered by Daniel Ord.
If you only take one course to learn how to manage a contact centre of any size, this is it. Refined over decades, grounded in global best practice, and built to translate into results the moment you’re back on the floor.
That’s why managers worldwide call this the definitive course for anyone serious about running a successful contact centre.
- Runs only twice a year
- 4 × 4-hour live online sessions
- Over 20 years of proven results
- World best-practice frameworks you can apply immediately
- Workbook, certificate, and post-course support included
- Trusted by managers and senior leaders across industries
Why Contact Centre Management Training Matters
Three out of four contact centre managers began their careers on the phones. Most have only ever worked in one or two centres, so the way they lead is shaped by local habits rather than proven, transferable principles.
But there are global best-practices and universal operating principles that underpin every successful contact centre, no matter the size, sector or technology. Miss them, and managers end up reinventing the wheel, fighting fires, and wondering why performance feels unpredictable.
Contact Centre Management Fundamentals closes that gap. It gives managers the clarity and confidence of a shared playbook — how to set the right targets, forecast accurately, measure what really matters, and coach teams to consistent outcomes.
This isn’t about copying someone else’s call centre. It’s about finally learning the universal rules of the game, so you can run yours with confidence and impact.
Who Is This Course Suitable For?
The Contact Centre Management Fundamentals course is designed for anyone who needs to understand and apply the core principles that underpin every inbound contact centre — regardless of size, industry or platform.
Many managers step into leadership roles after starting their careers on the phones, often without ever being taught the universal best-practices that drive high-performing centres worldwide. This course closes that gap, giving leaders the confidence, structure and tools to run their centres with clarity.
It’s the shortcut to decades of experience, distilled into a practical framework you can apply immediately.
Backed by global benchmarks and delivered by one of the industry’s most respected trainers, this program ensures you’re not just managing day-to-day operations, but leading with the same principles used in world-class centres across industries.
Whether you’re preparing to step up, looking to refine what you already do, or needing a formal framework to lead with impact, this program gives you the skills that transfer across any contact centre environment.
Typical roles that benefit from Contact Centre Management Fundamentals include:
- Current Team Leaders: Preparing to move into senior leadership roles such as Senior TL, Operations Manager or Contact Centre Manager.
- Existing Contact Centre Managers: Wanting to strengthen their operations with global best-practice frameworks.
- Managers by Experience: Leaders who have learned on the job but have never received formal contact centre management training.
- New Contact Centre Managers: Recently appointed managers who need the fundamentals to manage effectively from day one.
- Senior Executives: Leaders with accountability for the contact centre channel who need clarity on how to measure, manage and support their teams.
Optimised for Busy Contact Centre Managers – Live, Flexible and Proven to Work
The Contact Centre Management Fundamentals course is delivered live online across four consecutive days, with 4-hour sessions each day. That means managers can immerse themselves in learning without being cut off from their day-to-day responsibilities.
We know contact centre leaders can’t disappear for a week. This format keeps the focus sharp while still leaving time each day to stay on top of urgent issues, emails and staff needs back in the centre.
Sessions are fully interactive — not passive webinars. You’ll take part in discussions, exercises and case studies guided by Daniel Ord, while also connecting with peers who manage contact centres across industries and geographies.
- ✔️ Balanced schedule: learn for half a day, lead for the other half
- ✔️ Global peer network: share insights with other managers facing the same challenges
- ✔️ Real-time interaction: ask questions, compare approaches, and apply ideas immediately
This format has been refined over decades to ensure managers finish the program with the confidence, clarity and network to lead their centres more effectively — without losing touch with the day job.
Course Modules
Delivered over 16 hours of live online learning (4 × 4-hour sessions across consecutive days), the May 2026 Contact Centre Management Fundamentals teaches the universal operating principles behind high-performing centres — from service levels and response times to forecasting, QA, budgets and the metrics that actually matter.
The program has been refined over decades by Daniel Ord and is grounded in global best-practice. It’s pragmatic and immediately applicable, giving managers a clear playbook they can take back to any centre, in any industry.
You’ll work through demonstrations, exercises and case discussions that build confidence and transfer cleanly to your environment. Every participant receives a workbook, a certificate of completion, and ongoing support beyond the course.
1. Begin at the Beginning — Customer Wait Time
Master the fundamentals that drive customer experience and operational stability: Service Level, Response Time and associated Wait Time metrics. Learn what matters, what doesn’t, and how to set targets that work in the real world.
Build practical skills for real-time queue management, reading wallboards/readerboards intelligently, and deploying Service Level Recovery plans so you can stabilise performance during spikes without trashing cost or morale.
2. Measuring Contact Centre Success
Define what “good” looks like for each role and avoid the traps that create perverse outcomes. Align metrics to intent so leaders can drive productivity, quality and experience without working at cross-purposes.
Use Daniel’s simple, proven P, Q & A performance system for Agents and Team Leaders to set expectations, coach consistently and remove barriers to performance.
3. Forecasting Practices
Understand the workforce mechanics every manager must know: time-series forecasting, bottoms-up planning, blending judgement, shrinkage and the path from demand to staffing. You may not “do WFM,” but you need to lead it.
Build forecasts and budgets you can defend, read variance the right way, and make staffing decisions that protect both cost and CX.
4. Contact Centre University
Tie it all together with the foundational “laws” every leader should know: the role and limits of Erlang C, Shrinkage and the Response Time Formula, plus a practical approach to budgeting the contact centre.
Leave with the language and structure to articulate contact centre complexity to senior management and to coach your own team leaders with confidence.
What You’ll Be Able To Do After This Course
The May 2026 Contact Centre Management Fundamentals builds real capability for managers and senior leaders. You’ll leave with a clear operating model, the right metrics, and the confidence to lead a centre that’s stable, efficient and customer-focused.
The outcomes below translate directly to day-to-day leadership: fewer surprises, clearer targets, better forecasts, stronger coaching and a centre your executives can trust.
Worried about the duration (or cost)?
If a full program isn’t quite the right fit, we’ve got shorter and more tailored options too:
- Introduction to Contact Centre Management — a compact program delivered over 2 x 3-hour sessions.
- Bespoke Contact Centre Manager Courses — choose from a range of focused 2 x 4-hour courses targeting specific skills and challenges.
Either way, you’ll still learn directly from industry experts — just in a format that suits your needs.
About Your Trainer
Contact Centre Management Fundamentals is designed and facilitated by Daniel Ord, widely regarded as one of the world’s foremost contact centre trainers. Daniel has spent decades refining practical, high-impact management frameworks used by centres of every size and industry.
His programs are known for clarity, energy and immediate applicability. Managers leave with a shared language, a proven operating model, and the confidence to lead performance the right way.
Daniel has trained over 50,000 participants across over 40 countries and is regularly featured in leading customer management publications and presenting keynote speeches across the world.
Credentials-wise, Dan is a Certified Customer Experience Professional (CCXP), an International Customer Management Institute (ICMI) Certified Associate, a Call Centre Industry Advisory Council Training Partner (CIAC) and is Net Promoter Certified.
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 achieve success.
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.
What Managers Say About Contact Centre Management Fundamentals
This course has been delivered and refined over decades, and the feedback speaks for itself. Managers consistently highlight the clarity of Daniel Ord’s facilitation, the practicality of the frameworks, and the immediate improvements they can make back in their centres.
Whether leading a 10-seat team or a multi-site national operation, participants leave with renewed confidence, sharper tools and a fresh perspective on how to run a high-performing contact centre. Here’s what recent attendees have shared:
Deep understanding of key concepts, connecting the dots, engaging atmosphere
Here’s why anyone looking to boost their professional game should consider this course:
1. **The Knowledge Depth is Something Else**: Having been in the tech consulting world for over 20 years, I thought I knew a thing or two about how contact centres tick. I’ve learned heaps from both hitting the books and real-life client work. But Daniel, he’s on another level. He peels back layers on stuff you thought you knew through and through, and he backs it all up with examples from top-tier companies. It makes all those theoretical concepts really come to life.
2. **It’s All Connected**: One of the coolest things about Daniel’s approach is how he connects the dots. It’s like putting together a giant puzzle – piece by piece, you start to see the big picture emerge, where everything flows together smoothly. It’s not just about memorizing stuff; it’s about seeing how one thing affects another, which is super helpful for remembering and applying what you learn.
3. **The Live Experience Rocks**: Daniel’s all about the live course vibe. You get to throw questions at him, chat with fellow participants, and even grow your network with some quality connections. Targeted at Aussies, for me it meant almost no sleep for four nights. But Daniel’s way of keeping things lively, with discussions and the odd joke, made it feel easy. Plus, being up when the world’s quiet meant fewer distractions and better focus on my end.
Wrapping it up, if you’re looking to level up or streamline your contact centre management skills, Daniel’s course is the way to go. Trust me, you’re going to get a lot out of it!
Happy learning!
Great Learning Experience
The course was very informative and opened my eyes to many new ideas and concepts I previously had no knowledge of. This will definitily help improve our companies processes.
Daniel was a really great teacher, and is really impressive at keeping everyone engaged and positive reinforcement.
Overall, it was a very enjoyable course that I benefited alot from. Thank you!
Wonderful course !!
This course was so informative and insightful. It was brilliantly delivered and should be mandatory for anyone working in management in a contact centre.
There were so many practical take aways that we have already started implementing (before the course even finished). I could not recommend this highly enough.
And Daniel kept us interested and engaged the whole time. Thanks so much!
Great Contact Centre Management course!
The trainer, Daniel well explained how contact centres works and this is exactly what I needed for my role. It was also great to learn practices and experiences from other trainees as well.
Daniel, thank you for the wonderful training. I really enjoyed the 4 days!
Great Contact Centre Management Course!
The contact centre management course was comprehensive and well-organized. It covered a wide range of topics, including contact centre metrics, workforce forecasting, and performance metrics.
The instructor (Daniel) was knowledgeable and engaging, and the course materials were easy to follow. I particularly appreciated the hands-on exercises and case studies, which helped me to apply what I learned to real-world situations.
Overall, I highly recommend this course to anyone looking to improve their skills in managing a contact centre.
The Perfect Contact Centre Management Course
Daniel was a fantastic, energetic and engaging presenter. This course starts at the beginning and provides a great foundation for what you need to manage a successful contact centre.
The course is excellent at identifying key metrics to measure performance and more importantly what metrics should never be targeted. As a newcomer to the CCM game, I learnt a lot and can’t wait to put it into practice. Highly recommend.
Interesting fundamentals course
Daniel is an engaging teacher who was able to keep the content interesting and relevant. The insight of key KPIs to be used in a Contact Centre was a good learning I have taken from this course.
Very Informative
Coming into this course I had no idea what factors were involved in a contact centre, as this is a new role for me and the company, but now I feel confident to take what I have learnt and build on what we need to make our contact centre a success.
Thank you to Daniel on keeping us focused and making the experience fun and very informative.
Excellent!
Really enjoyed this course, thorough and broken down excellently, great engagement from Daniel and the pacing was on point!
Informative, Educational and Fun!
A great course that supports Call Centre managers, no matter what their experience!
Strongly encourage anyone who manages a Call Centre, or has a Call Centre in their department to sign up and take this course! You won’t regret it.
Wow! Just so engaging!
Daniel has an amazing ability to connect with people. He is very personable, and has this amazing ability to bring training content to life!
Outstanding Course! Highly Recommended for any Contact Centre Manager
Excellent course with a well thought and useful material that can be put into practice immediately.
Definitely will help to solve a lot of common challenges any CCM experiences. Many CCMs get their knowledge through experience and passed from their leaders, however this course certain helps to complete the knowledge gaps and also challenge some of the way you were taught. Thanks to Dan and Marcus.
What a Great Course!
So much information but all extremely valuable. Daniel and Marcus were nothing but fantastic throughout this course. Will definitely recommend to my colleagues and friends
Helped link the Contact Centre to Customer Service Objectives
This course was amazingly informative and helpful. It created an understanding of the peculiarities of Contact Centre Management and how to optimize the systems and resources available to achieve the Customer Service objectives of the entire organization.
Highly Recommended!
I just completed the contact centre management fundamentals 4 x 4-hour workshop and it was fantastic! The facilitator (Daniel Ord) was really engaging and explained everything from WFM to forecasting in an easy to understand manner. Highly recommend to anyone working in a contact centre environment!
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.
How and When It’s Delivered
The May 2026 Contact Centre Management Fundamentals course is delivered live online, so you (or your leadership team) can participate from anywhere in Australia.
This is a public course, giving you the opportunity to learn alongside leaders from other organisations — creating valuable cross-industry insights and shared experiences.
Pricing and Payment Options
The May 2026 Contact Centre Management Fundamentals is facilitated by Daniel Ord and delivered live online across four consecutive days. It runs a limited number of times per year, and upcoming sessions may be scheduled several months in advance.
Book a single seat or enrol multiple managers.
💳 Credit card and invoice payments are both accepted.
Seats are limited and sessions fill quickly. Secure your place in the next intake to avoid waiting for the following run.
Frequently Asked Questions (FAQs)
The Contact Centre Management Fundamentals course is ideal for current and aspiring leaders — including Team Leaders, Operations Managers, and new or experienced Contact Centre Managers. It’s also valuable for senior executives who need clarity on managing, measuring, and improving their centre’s performance.
Public courses are delivered live online over four consecutive half-days (4 × 4-hour sessions), making it easier for busy managers to balance training with day-to-day priorities.
Private courses can also be arranged exclusively for your leadership team (online only).
The program is aligned to global best-practice frameworks and covers leadership skills, workforce management, quality and coaching, performance measurement, and customer experience fundamentals. It’s the shortcut to decades of management experience, distilled into a practical framework you can apply immediately.
The course runs for 16 hours in total, split across 4 × 4-hour live sessions. Every participant receives structured learning materials, interactive coaching, practical exercises, and a Certificate of Achievement.
You can register as an individual or enrol multiple managers at once. Volume discounts are available for two or more seats booked together, and private training is available for teams of 5+ leaders.
No. The principles taught in the course apply equally to small teams of five people as they do to global multi-site operations. You’ll learn how to scale the same frameworks to fit your environment.
No. The course covers the manager’s perspective on forecasting, staffing and service levels. You’ll understand what matters, how to interpret reports, and how to make sound decisions — without needing to be a WFM analyst.
Yes. The frameworks are industry-agnostic and work across financial services, telco, government, retail, and more. They also apply regardless of whether you’re using Genesys, Five9, Amazon Connect, or any other platform.
The CCMF course is facilitated by Daniel Ord, a globally recognised expert in Contact Centre and CX Management. Daniel brings decades of international experience and a reputation for practical, engaging training that makes complex management concepts simple and actionable.
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