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Global best-practice contact centre management training
The Contact Centre Management Fundamentals (September 2024) training course teaches global best-practice contact centre operations to improve the performance of any inbound contact centre regardless of the size, location or industry of your contact centre.
Not only will you learn the leading contact centre management strategies to empower your team to improve performance with efficiency, but you’ll be equipped with the practical skills you need to implement everything that you learn, delivering an immediate return on your investment.
Importantly, this course is completely agnostic – it is not associated with any vendors, associations, consulting groups etc pushing their own agendas.
It’s a course that’s been honed over 20 years and is based on leading industry best-practice to provide you with skills and knowledge that can be implemented effectively into any inbound contact centre to improve performance.
Facilitated by international expert Daniel Ord, this is the gold standard for contact centre management training across the world for good reason.
With thousands of customer testimonials, Daniel is one of the most sought-after contact centre trainers on the planet with impeccable experience and extensive qualifications combined with great storytelling and a contagious passion for the industry; this course is truly essential for anyone in a contact centre manager role.
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.
In this course, you’ll learn how to:
IMPLEMENT A CUSTOMER SERVICE VISION, MANAGE QUALITY AND CONDUCT EFFECTIVE COACHING.
FORECAST STAFF WORKLOAD TO MAXIMISE EFFICIENCY.
CALCULATE AND MANAGE CALL CENTRE BUDGETS.
EFFECTIVELY MEASURE STAFF PERFORMANCE.
UNDERSTAND KEY METRICS, HOW THEY WORK AND WHICH ONES TO USE IN YOUR CENTRE.
Meet the course designer and facilitator, Daniel Ord
The value and power of any training course are aligned with the skill and experience of the trainer, and at CX Skills, it’s what sets our training apart as we only use trainers who we know deliver exceptional outcomes.
In this video, founder of CX Skills and local contact centre expert Justin Tippett talks to the course designer and facilitator, Daniel Ord, about the Contact Centre Management Fundamentals course.
Who should do this course?
The Contact Centre Management Fundamentals (September 2024) training course will benefit anyone who wants to understand the fundamentals that apply to all inbound contact centres, including roles such as:
- An existing Team Leader who is preparing to move into a more senior role.
- An existing contact centre manager who is looking to learn global best-practice operations and/or who was never taught any formal contact centre management skills.
- A newcomer to contact centre management.
- A senior executive with accountability for the contact centre channel that needs to learn the core fundamentals to enable them to effectively manage the channel.
16 Hours of Live, Facilitated Learning delivered via 4 x 4-Hour sessions:
The Contact Centre Manager Fundamentals course is delivered live 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 and with just half the day committed to learning, there is still some bandwidth left to enable you to stay on top of any pressing issues.
Module 1: Begin at the Beginning – Customer Wait Time
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.
Module 2: Measuring Contact Centre Success
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 a 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.
Module 3: Forecasting Practices
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.
Note: If you want to deep-dive into WFM we recommend the WFM Essentials course.
Module 4: Contact Centre University
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.
Looking for a shorter course option?
View our Introduction to Contact Centre Management course, delivered over 2 x 3-hour sessions (total of 6 hours) facilitated by local contact centre expert Justin Tippett.
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.
Optimised for online training
The course is delivered via Zoom teleconferencing across 4 x 4-hour sessions with the dates and times for the Contact Centre Management Fundamentals (September 2024) training course below.
Regular break times are provided during the sessions to ensure learning outcomes are maximised.
With just 4 hours for each session, it enables you to stay on top of urgent work matters while still having the bandwidth to learn new skills.
Course dates and times
The dates and times for this course are fixed, enabling you to plan ahead.
All times are AEST (Melbourne, Australia).
- Day 1 – Tuesday, 3rd September, 12:30 to 16:30 AEST
- Day 2 – Wednesday, 4th September, 12:30 to 16:30 AEST
- Day 3 – Thursday, 5th September, 12:30 to 16:30 AEST
- Day 4 – Friday, 6th September, 12:30 to 16:30 AEST
Dates don’t suit? Check here for more options >
What happens in the course:
In the Contact Centre Management Fundamentals September 2024 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 practices 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 get to build your professional network with other contact centre professionals on the course.
What you’ll leave with
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:
- Unlock the complete forecasting & staffing process including how to calculate a labour budget and how to use an Erlang C Calculator.
- Learn exactly which metrics matter the most for each role in your centre.
- Understand the interrelationships between key metrics and how to interpret results.
- Learn where the leverage is to enhance efficiency and quality.
- Understand the job role and expected outcomes of the team leader and quality assurance roles.
- Learn how and when to implement self-coaching practices.
- Be in a position to guide others in their contact centre work.
- Develop new confidence!
About Your Trainer
The trainer for the Contact Centre Management Fundamentals (September 2024) training course is Daniel Ord from OmniTouch International – recognised as one of the world’s leading customer experience and contact centre trainers.
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).
What sets Daniel Ord apart from other trainers is 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.
Recent Customer Testimonials for this course:
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!
Response from CX Skills
Wow! What are wonderful review – thank you so much Maksim and we’re thrilled you got so much out of the course and that you didn’t need too much coffee!
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!
Response from CX Skills
Thank you Jessica, glad to hear your enjoyed the course and that Daniel kept you engaged the whole way through (he has a tendency to do that!).
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!
Response from CX Skills
Thanks Anita, we agree – Daniel is a master at contact centres and its great to hear you’re already implementing some of the learnings before the course had even finished, love it!
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.
Why Businesses Trust 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 >
Pricing and Payment Options
The Contact Centre Management Fundamentals (September 2024) training course facilitated by global expert Daniel Ord is exceptional value at $1,897 ex GST for 16 hours of facilitated world-class learning delivered live 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.
At checkout, you can pay instantly by credit card or request an invoice (the invoice must be paid in full prior to the course commencing).
- Save 15% when booking for two or more staff 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! Learn more > (no other discounts apply)
💡 Save 25% Instantly on This Course – and Every CX Skills Course!
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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 >Do you have questions about this Contact Centre Management Fundamentals course?
Contact us at +61 3 9008 7287 between 8:30 am to 5:30 pm AEST/AEDT (Melbourne, Australia) Monday to Friday or send us a message anytime >
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