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Contact Centre Manager training course Australia

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September 2025 Contact Centre Management Fundamentals
The Contact Centre Management Fundamentals September 2025 course will be delivered online/virtually via Zoom from the 16th to the 19th of September 2025 from 12:30 to 16:30 AEST (Melbourne, Australia) each day.
$ 1,897.00 AUD ex GST
Unlimited

5.0
The Contact Centre Management Fundamentals course has an average rating of 5.0 out of 5 stars!
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September 2025 Contact Centre Management Fundamentals training course

The September 2025 Contact Centre Management Fundamentals 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 also 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, consulting groups, etc, pushing their own agendas, so it doesn’t matter what your contact centre technology platform is.

It’s a course that’s been honed over 20 years and is based on leading industry best practices 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 satisfied 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.

Contact Centre Managers Course in Australia

In this course, you’ll gain global best practices that will enable you 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.

Contact Centre Management Fundamentals course overview video with Daniel Ord

Course Suitability

call centre management fundamentals training course

The Contact Centre Management Fundamentals (September 2025) training course will benefit anyone who wants to understand the fundamentals that apply to all inbound contact centres, including roles such as:

  • A current Team Leader who is preparing to move into a more senior role contact centre leadership role (i.e. Senior Team Leader, Operations Manager or Contact Centre Manager).
  • A current contact centre manager who is looking to acquire global best-practice contact centre management skills to help them improve their existing operations.
  • A current contact centre manager who has learned on the job and has never had any formal contact centre management training.
  • A newcomer to contact centre management who may have been ‘thrown’ in the contact centre manager role and needs to equip themselves with the skills to manage the centre effectively.
  • A senior executive who has assumed accountability for the contact centre channel and would like to equip themselves with the core fundamentals to enable them to effectively manage the channel and communicate with the contact centre leadership team.

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 (4 hours)

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 (4 hours)

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.

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 (4 hours)

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 (4 hours)

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.

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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.

Learn more >

Optimised for online/virtual training

The course is delivered via Zoom teleconferencing across 4 x 4-hour sessions, and the dates and times for the Contact Centre Management Fundamentals September 2025 training course are below.

Being online, the course is accessible to anyone with an internet connection, whether they are working from home, in the office, or in a remote location. Regular break times are provided during the sessions to ensure learning outcomes are maximised.

The 4-hour daily sessions provide the flexibility to manage any urgent work or personal matters while allowing for progressive learning.

This approach gives you the valuable opportunity to absorb and reflect on the content each day—a significant advantage over attending an intensive, on-site course.

Additionally, the online setup has allowed us to attract a more diverse group of attendees from across the globe, including the UK, USA, Germany, Hungary, Malaysia, Singapore, New Zealand, Hong Kong, and Australia.

This international mix enriches the learning experience through interactive discussions and valuable insights from other contact centre professionals worldwide, providing a broader perspective than what’s possible in an in-person setting.

Online training course for call centre management

Course dates and times

The dates and times for this course are fixed, enabling you to plan ahead.

All times are AEDT (Melbourne, Australia).

  • Day 1 – Tuesday, 16th of September, 12:30 to 16:30 AEST
  • Day 2 – Wednesday, 17th of September, 12:30 to 16:30 AEST
  • Day 3 – Thursday, 18th of September, 12:30 to 16:30 AEST
  • Day 4 – Friday, 19st of September, 12:30 to 16:30 AEST

As a public course, attendee numbers for this course typically vary between 3 and 10 attendees.

In the unlikely event we have less than three attendees booked, we may elect not to run the course if it will compromise the training experience for attendees.

In that instance, we will provide you the option of a full refund or move you to the next available date.

Dates or times don’t suit?

Check here for more public course options >

Course dates for the Contact Centre Management Fundamentals Course

What happens in the course:

In the Contact Centre Management Fundamentals September 2025 course, you’re going to learn leading contact centre management practices supported by quizzes, exercises and discussions in a fun, supportive online environment with other contact centre professionals.

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.

The course is highly interactive, and Daniel Ord is renowned for his highly engaging delivery style and for sharing great stories that bring it all to life!

What you’ll leave with

We understand that when you invest your time and money into upgrading your skills, you expect real, measurable results.

If your goal is to enhance efficiency, boost staff performance, and see a tangible improvement in your contact centre’s outcomes, this course delivers exactly that.

You’ll learn strategies to increase productivity, elevate employee engagement, and enhance the customer experience—giving your business a distinct competitive advantage.

The best-practice skills you gain are not only applicable to any inbound contact centre but are also entirely transferable, empowering you to make an impact wherever your career takes you.

call centre management training course modules

On completing this course, you’ll be able to:

  • 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 as a contact centre manager!

About Your Trainer

The trainer for the Contact Centre Management Fundamentals September 2025 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).

Daniel Ord contact centre managers course

What truly sets Daniel Ord apart from other trainers is his exceptional subject matter expertise, his knack for storytelling with real-world examples, his great sense of humour, and his genuine passion for the industry and for helping people succeed.

It’s no wonder that, despite his many industry accolades and recognitions, Daniel’s greatest pride lies in the positive feedback from his clients. Take a moment to read through a selection of his recent testimonials below.

Recent Customer Testimonials for this course:

About CX Skills

CX Skills is a specialist training business that only delivers customer service, customer experience (CX), contact centre, workforce optimisation (WFM/WFO) and workplace wellness courses designed and facilitated exclusively by industry professionals.

We're the official training partner of the Australian Customer Experience Professionals Association (ACXPA), and we are proudly Australian-owned and operated.

We’re grateful to have been trusted by hundreds of customers, and we’re proud of the amazing customer testimonials we’ve received, so you can rest assured that when you book a training course with CX Skills, your training is in good hands.

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Excellent
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Based on 33 reviews
Did the introduction to contact center manager course with Justin, it was a fantastic experienceYou could clearly see the passion and joy Justin had for what he was teaching and it was clear to see his experienceI really enjoyed some of the storytelling and practical examples Justin provided, it really helped tie everything togetherStrongly recommend
Response from the owner: Thanks Jim, so glad to hear you enjoyed the course with Justin and yes, he's definately very passionate about the industry! Thanks for taking the time to leave a review 🙏
Just finished the introduction to contact centre management course, i really enjoyed it Justin was excellent as facilitator. Some fantastic content. This course is great for a variety or people in different positions. Team leaders looking to progress would get a lot of benefit but even Contact Centre managers like me who have done the role for a while.It provided some great insights to customer experience and how to help your team leaders to have a greater impact on their people & customers. I'm armed with quite a few practical take aways.
Response from the owner: Thanks Daniel, appreciate the kind words and really glad to hear you enjoyed the course and got some practical takeaways!
I recently had the privilege of attending Daniel Ord's workshop on "Managing Difficult Situations" hosted by Omni Touch, and it was nothing short of outstanding. Daniel's expertise and passion for the subject matter truly shine through in his teaching style, making it a transformative experience for all participants.From the moment the workshop began, Daniel's enthusiasm was infectious. He has an exceptional ability to convey complex concepts in an understandable and relatable way. I left the workshop with a profound understanding of how to navigate challenging scenarios, both in my professional and personal life.What truly sets Daniel apart is his commitment to engagement. Throughout the session, he encouraged active participation and created an inclusive atmosphere where questions and discussions were not just welcome but encouraged. It's evident that he genuinely cares about each participant's learning journey.The real-world examples and practical strategies shared during the workshop were invaluable. Daniel's ability to connect theory to practical application made the content highly relevant and actionable.The workshop was impeccably organized, and Daniel's presentation skills were top-notch. He kept the audience engaged and motivated throughout, making the entire experience enjoyable and enlightening.In conclusion, I cannot recommend Daniel Ord's workshops enough. If you're looking to enhance your skills in managing difficult situations, he is the go-to expert. Thank you, Daniel, for an enriching and eye-opening workshop. I eagerly look forward to attending more of your sessions in the future.If you're considering attending one of Daniel's workshops, don't hesitate – you won't be disappointed!
Response from the owner: Thanks so much for the lovely review Trisha! We're thrilled that you enjoyed the Managing Difficult Customers course and we are very lucky to have Daniel as one of our trainers - as you've articulated, we truly think he's the best in the business and testimonials such as yours certainly help confirm we are not alone in that thinking! For anyone reading this and considering the course, you'll find more information here: https://cxskills.com.au/managing-difficult-customers-course/
I highly recommend this training for anyone interested in a Customer Service role or wanting to improve their skills. Simon has a great understanding of what is required to achieve a high standard of Customer Service. I really enjoyed this training which was also delivered with a great sense of humour!
Response from the owner: Thanks Angela, Simon certainly has a great way of making learning fun! So glad you enjoyed the course and thanks for taking the time to leave a review!
The best course I have taken in 4 decades of customer service.
Response from the owner: Oh wow, thank you Alison! We really think Daniel Ord is the best customer service trainer in the world and we are very lucky to have him! We might be a little bias but we really think everyone who deals with customers should complete the Managing Difficult Customers course! Especially theses days with so much angst in the world with price increases, staff shortages, stock shortages etc! Thanks again for taking the time to leave a review 🙂
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!
Response from the owner: Thanks Kyoko, Contact Centre Management really is a skill that can be learnt with some fundamentals that apply to all centres. Good luck with your contact centre management journey, it's a great job when armed with the right skills which you've now got!
Great company to work with. Excellent training course with trainers that really bring the content to life!
Response from the owner: Thanks Joyi, it was a pleasure to have you on our Contact Centre Management Fundamentals course, your enthusiasm and passion is infectious!
Fantastic virtual environment. Daniel who hosted our course was well articulated and engaging. I thoroughly enjoyed participating in this CX course and feel ready to apply the skills I gained.
Response from the owner: Thanks Eloise, thrilled you enjoyed the course and put the skills learnt into action! We look forward to hearing about your future successes 🙂
Highly Recommended!
I've participated in several courses with CX Skills now, specifically with Daniel Ord as the instructor. Daniel has a wealth of knowledge around customer experience and his history in customer service is top notch. CX Skills has become my go to for my teams customer service and customer experience development.
Response from the owner: Thanks Todd, it was great to have you personally attend another one of our courses. You're right, we love working with Daniel as he's the best in the business with his experience, training style and passion a great combination. Thanks for the review and I look forward to seeing you on a course again in the near future when we train some of your frontline employees - Justin
Training with CX Skills is always engaging and worth every cent. The team are helpful and the lessons are practical and easy to translate into the workplace.
Response from the owner: Thanks Sheree for taking the time to leave us a review and glad you enjoyed the course!
Attended the Introduction to Contact Centre Management course – found it extremely informative and left with a much better understanding of the world I'm about to step into! The course was well structured and Justin was a great teacher. His wealth of knowledge (and passion) absolutely shone through. Am keen to learn more!
Response from the owner: Thanks Keira, was great to meet you on the course and I wish you all the best with the new adventure and hearing about your progress! - Justin
I did the management of contact centres four day workshop, it was fantastic! The facilitator was really engaging and explained everything from WFM to forecasting in a easy to understand manner. Highly recommend to anyone working in a contact centre environment!
Response from the owner: Awesome Jamie, thanks for taking the time to leave a review. Daniel is certainly very knowledgeable and passionate about contact centres so thrilled to hear you got a lot out of the course. We really do believe if there was one course any call centre Team Leader or Manager should attend in their career this would be it!
I had a fantastic learning experience with the half day Journey Mapping course. Shane was our trainer and explained things thoroughly, used great practical examples and helped through the exercise when needed. He was very knowledgeable and engaging. The group size was not too big so everyone was able to contribute online. I feel confident to 'give a journey map a go' now, thank you. Helen
Response from the owner: Thanks Helen, so great to hear. Journey Maps can often feel a bit daunting but when they are explained well and supported with some great examples it does give people the confidence they need to get cracking!
The Introduction to Contact Centre Management is an excellent course for those looking to understand contact centres from a helicopter view and benchmark their operations. From the fundamental pillars to critical KPIs and performance metrics that underpin almost every contact centre globally, Justin is personable and professional and speaks with authority on a topic he knows intimately.
Response from the owner: Thanks Jim for taking the time to provide a wonderful review. It was a pleasure having you and the team on the course. You've got a great team behind you so I look forward to hearing about your successes in the future as you roll out some of the new initiatives. - Justin
Justin offers such a wealth of knowledge and skills that can be applied to leaders in any business. Thank you Justin!
Response from the owner: Thanks Sam, was great to meet you on the Introduction to Contact Centre Managers course! Looking forward to staying connected and hearing about future successes with your career.
Response from the owner: Thanks Dirk for attending the Introduction to Contact Centre Managers course. Good luck with your new business venture!
We have done a few training courses now through Justin and the CX Group.In these sessions the facilitator has been Dan Ord and Dans knowledge of the Contact Centre world is second to none. This was great for us as we attended as a team to ensure that the training that we received was able to be applied across my entire management team and also allowed me to drive the right outcomes based on Dan, Marcus and Justins advice and guidance.The best thing about this is that this was not one of those courses that you attend and then nothing more is said or done with this. . . Dan/Justin offer their email address so if you come up with additional questions later that you want guidance on you can ask and they are more than willing to assist.Dan, Marcus and Justin thanks for facilitating this training and we will sure be intouch for other training courses that we would like to run through the CX Group.Bec Goss
Response from the owner: Wow, thanks Bec! It's been great to spend some time with the Digicall Assist team and it's been our pleasure in helping you to continue your focus on upping the game for your customers!
This course is absolutely fundamental to anyone dealing with customer experience, the customer journey and also customer service departments. The course is packed with real life examples illustrating the 6 pillars of customer experience! Dan shares all his knowledge and expertise freely and with great love and enthusiasm for the subject matter!
Response from the owner: Thanks Marianne, was lovely to have your input and experience in the group. Dan is certainly very passionate about CX (and also with contact centres like you!) and I think you're spot on, the examples Daniel uses really does bring the course to life and make the learnings stick!
The CX Management Fundamentals course was exceptional, a balanced blend of best in-class examples and theory . Daniel was the utmost professional, sharing his wealth of knowledge in customer experience and contact centre management. Content was relevant and covered an array of business examples. A course that exemplifies two-way participation (no death by PowerPoint). The diverse group of attendees had the opportunity to share their experiences and knowledge, which was priceless. I highly recommend this course for anyone in the customer experience realm, even beginners like me.
Response from the owner: Thanks Rachael for your lovely review and for your input throughout the course. You're right, the combination of Daniel's training and learning from others is a great way to learn and build your network - you've now got some new CX friends from the UK, Malaysia, Germany, Budapest and the USA!
I learnt a lot about CX and the course gave me clarity on the 6 main competencies. The training was fun, enjoyable, I can recommend to anyone who is passionate about the "Customer" subject. Daniel is very knowledgeable and experienced, he used real life business examples to understand both the strategic and tactical elements of CX. He also involved us which generated even more credibility.
Response from the owner: Thanks Eva for your review and recommendation! We are thrilled you enjoyed the class (even though the time zones made it a bit more challenging for you in Budapest) and we are here to help when you take the next step and sit for the CCXP exam 🙂
I could not recommend this Company highly enough, I have now done two courses with the Fantastic Dan & Marcus and have taken so much away. I want to thank everybody involved with CX Skills.
Response from the owner: Thanks Rory, appreciate you taking the time to send us in a review!
Game-changing training and insight. Highly recommend CX Skills training program.
Response from the owner: Thanks so much Lee, your marketing insights also added a lot of value to the group and wish you all the best in implementing your new Quality program into the contact centre.
An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.
Response from the owner: Thanks Vanessa, so glad you could join us on the How to Design a QA program for contact centres and best of luck with the implementation!
Another great course put together by Justin presented by their partners at Omnitouch, Daniel and Marcus.The "How to Design a Quality Assurance Program for Contact Centres" was extremely fitting for our organisation as we transition to a new telephony system.The course was not one of those courses where they give you the answer and a few templates sending you on your way. Daniel and Marcus take you through why an appropriate framework should take into consideration the Organisations, Mission Statement, Values and Customer Service Charter.As the session was run via Zoom, it enabled and encouraged networking opportunities not only across Australia but also with International attendees. This was a fantastic benefit as it allowed us to draw on each others lived experiences.I really encourage you all to check out the courses and information that CX Skills has to offer as they are the best place to not only continue but to also start your learning and development!
Response from the owner: Thanks Adrian, really appreciate your detailed review. Having already completed our Contact Centre Management Fundamentals course a couple of months ago it was great to have you back for this course! The QA course is certainly one of our favourites as having the right framework in place really drives everything you do in your contact centre. And as you have pointed out, just handing out a scorecard and saying 'use this' rarely works. Defining what quality is to your business is the key, and then having the right frameworks in place to ensure you drive it delivers sustainable results so we look forward to hearing your progress as you implement your program!
Justin and the team at CX Skills have gone over and above the call of duty to deliver great Customer Service training to our entire Service Centre team. The training has been high quality, delivered remotely, and Justin has been extremely flexible with necessary changes to attendees due to operational requirements. I highly recommend CX Skills to assist with your training needs.
Response from the owner: Thanks Monica for the wonderful review. It's been a pleasure working with yourself, Todd and all of your wonderful staff in delivering our Managing Difficult Customers course to your entire team.
The training provided manages to take complex sales strategies and make them easy to understand and implicate in a sales call. It provides a structure that isn’t stifled by wordy scripts and pitches, and guides consultants towards a successful outcome for both the customer and consultant.This training took efficient, tried and tested sales concepts and expand on them to not only generate higher conversion, but a more positive customer experience.Aside from the training, which was amazing, Simon - the trainer - was a pleasure to work with. He was attentive and showed a real passion and desire to enhance the trainee’s sales expertise.I would recommend CX Group to anyone who will listen!
Response from the owner: Thanks Chris for your great review and so pleased you enjoyed the Inbound Sales Professional course with Simon. And we agree, once you've learnt the structure it makes sales a much more effective and enjoyable process!
I recently attended the Contact Centre Management Fundamentals course and found it extremely useful and relevant. Daniel was extremely knowledgeable on all topics and handled questions with ease. He was a great trainer and i found the session had a great mix to suit all learning styles. I have taken so much from this course, the networking opportunities as well as the CX website and associated resources. I highly recommend attending if you are looking to better understand contact centre management regardless of what level you work at.
Response from the owner: Thanks Nicole for your wonderful review! It was great to meet you on the course and I look forward to hearing about your future successes.
Thank you team-It has certainly changed the whole perspective on how I used to see and handle the issues not just at the workplace but also in day to day life. Very practical and informative course content delivered in a very professional way. I truely recomend everyone out there to use this platform.
Response from the owner: Thank you Badri. So great to hear you loved the Managing Difficult Customers course and that the learnings have helped you in both your work and personal life!
Justin created a great call centre fundamentals program for our organisation, based on the skill gaps needed filling. Although it was at the height of the Melbourne lockdown the session was still interactive, interesting and achieved the desired result.
Response from the owner: Thanks Sarsha, was great to meet you and the team and I wish you all the best on your customer experience and call centre journey!
Really enjoyed course on handling difficult customers. I came away with a number of tools that I can use not only with customers, but also day to day life.
Response from the owner: Thanks Katherine, we loved having you on the course and thanks for sharing some of your interesting stories and examples!
Response from the owner: Thanks Linda, great to have you in our course!
Justin from CX responded promptly to my training enquiry. He heard what we wanted and we discussed best way to present this during Melbourne Lockdown. He conducted the introduction to contact centre leadership remotely with a small group. He weaved his contact centre experience with humour and activities that were appropriate and engaging. At the end each person agreed that they learnt lots and were going to apply at least one thing back in their role. I would highly recommend CX and Justin for training and support.
Response from the owner: Thanks Kaylee, it was a pleasure to spend some time with the team and I'm sure with that level of enthusiasm and passion your contact centre will be in good hands for the future!
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We're grateful to the following companies who have trusted CX Skills with their training. View our full customer list here >

Pricing and Payment Options

The Contact Centre Management Fundamentals September 2025 training course facilitated by global expert Daniel Ord is $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 you can request an invoice at checkout (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!) along with a host of other benefits for any contact centre professional in Australia Learn more > (no other discounts apply)
Contact Centre Managers course Melbourne

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 >

Want to Save 25% off ALL CX Skills Courses and gain access to industry best practices?

Members of the Australian Customer Experience Professionals Association (ACXPA) save a massive 25% off ALL CX Skills courses for a full 12 months!

With annual memberships starting from just $35 per employee, it can be a great way to save money immediately on your training, plus, you'll gain access to a vast array of best-practice resources to improve your customer experience. 

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Don’t miss out on this opportunity to equip yourself with global best-practice contact centre management skills!

With limited places available for each course,  click the ‘Purchase Tickets’ button below or at the top of the page to secure your ticket.