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Why CX Skills
Public, live and online
Our public courses below are open sessions you can purchase a single ticket for — or book a few spots for your team. Delivered live online, they’re a simple way to access expert training without the cost of a private program.
Browse the upcoming courses below or explore our course categories to see what training is available for either public or private delivery. Need help choosing? Call 03 9008 7287 or send us a message.
The October 2026 Real-Time WFM course: one full day of live online training with Call Design for real-time analysts, covering intraday tracking, variance analysis and when to intervene.
Give your team a proven structure for every call, plus the confidence to handle difficult customers, in this 2 × 3-hour live online course with Simon Blair, Tuesday 27 and Wednesday 28 October 2026.
The October 2026 People Leadership for Call Centre Team Leaders course: 2 × 4.5-hour live online sessions with global expert Daniel Ord on the Team Leader role, engagement and the conversations that lift performance.
Give council, department and agency staff a clear framework for every phone enquiry in this 3-hour live online course with Simon Blair, on Thursday 29 October 2026.
Lift reception and front desk service across face-to-face, phone and email in this 2 × 3-hour live online course with Simon Blair, Tuesday 10 and Wednesday 11 November 2026.
Open outbound calls with confidence, find what matters to the buyer and close for a clear next step, in this 3-hour live online course with Marc Carriere, on Tuesday 10 November 2026.
Give your team a proven structure for every customer call in this 3-hour live online course with Simon Blair, on Tuesday 10 November 2026.
Turn more inbound calls into sales, without scripts or pressure, in this 3-hour live online course with Simon Blair, on Wednesday 11 November 2026.
Learn global best-practice skills on how to manage angry, upset and difficult customers with confidence in this 2 x 4-hour November 2026 online course - suitable for all customer-facing employees.
Build confident outbound sales calls, from mindset and getting past gatekeepers to handling objections and closing, in this 2 × 3-hour live online course with Marc Carriere, Thursday 12 and Tuesday 17 November 2026.
The November 2026 WFM Essentials course: three full days of live online workforce management training with Call Design, covering forecasting, scheduling, performance and real-time management.
Give your help desk a proven structure for every support call in this 3-hour live online course with Simon Blair, on Tuesday 17 November 2026.
Fast-track your knowledge of contact centre management in this 2 × 3.5-hour live online course with Justin Tippett, on Wednesday 18 and Thursday 19 November 2026.
Keep more of the customers who call to cancel: uncover the real reason, acknowledge it with empathy and rebuild the value, in this 2 × 3-hour live online course with Simon Blair, Wednesday 18 and Thursday 19 November 2026.
Help your front desk make a great first impression on every visitor, call and email in this 3-hour live online course with Simon Blair, on Thursday 19 November 2026.
The November 2026 CX for Call Centre Team Leaders course: 2 × 4.5-hour live online sessions with global CX expert Daniel Ord, turning CX strategy, journeys and metrics into everyday leadership.
Gain the skills, templates and support to start customer journey mapping in this 2 x 3.5-hour November 2026 Customer Journey Mapping workshop, with a toolkit and three one-on-one coaching sessions included.
Give your face-to-face team a proven structure so every customer feels welcome and well looked after, in this 3-hour live online course with Simon Blair, on Friday 20 November 2026.
Handle conversations about overdue accounts with confidence, negotiate workable terms and close with a commitment, in this 2 × 3-hour live online course with Simon Blair, Tuesday 24 and Wednesday 25 November 2026.
Build confident inbound sales conversations, from the first hello to handling objections and closing, in this 2 × 3-hour live online course with Simon Blair, Tuesday 24 and Wednesday 25 November 2026.
Build the customer service skills your help desk needs on the phone, by email and in chat in this 2 × 3-hour live online course with Simon Blair, Thursday 26 and Friday 27 November 2026.
Give your team a proven structure for every call, plus the confidence to handle difficult customers, in this 2 × 3-hour live online course with Simon Blair, Tuesday 1 and Wednesday 2 December 2026.
Lift reception and front desk service across face-to-face, phone and email in this 2 × 3-hour live online course with Simon Blair, Tuesday 1 and Wednesday 2 December 2026.
Design, build, implement and improve a quality framework that lifts every customer conversation, in this 2 × 4.5-hour live online course with Daniel Ord, Thursday 3 and Friday 4 December 2026.
Lead your team with confidence, from time management that protects coaching time to call monitoring, feedback and coaching plans, in this 2 × 3.5-hour live online course with Marc Carriere, Tuesday 8 and Thursday 10 December 2026.
Help your front desk make a great first impression on every visitor, call and email in this 3-hour live online course with Simon Blair, on Wednesday 9 December 2026.
Give your face-to-face team more time, practice and coaching to master customer service in this 2 × 3-hour live online course with Simon Blair, Wednesday 9 and Thursday 10 December 2026.
Give your team a proven structure for every customer call in this 3-hour live online course with Simon Blair, on Thursday 10 December 2026.
Learn how to write better emails to customers in the December 2026 Email Customer Service training course (suitable for all employees).
The Live Chat Course for Customer Service employees (January 2027 class) teaches global best practices to help frontline employees deliver great customer service over the live chat channel, delivered over 2 x 4-hour online sessions.
Open outbound calls with confidence, find what matters to the buyer and close for a clear next step, in this 3-hour live online course with Marc Carriere, on Tuesday 12 January 2027.
Help your front desk make a great first impression on every visitor, call and email in this 3-hour live online course with Simon Blair, on Wednesday 13 January 2027.
Learn global best-practice skills on how to manage angry, upset and difficult customers with confidence in this 2 x 4-hour January 2027 online course - suitable for all customer-facing employees.
Build confident outbound sales calls, from mindset and getting past gatekeepers to handling objections and closing, in this 2 × 3-hour live online course with Marc Carriere, Thursday 14 and Tuesday 19 January 2027.
Give your team a proven structure for every customer call in this 3-hour live online course with Simon Blair, on Thursday 14 January 2027.
Learn the global best practices behind every high-performing contact centre in this 4 × 4.5-hour live online course with Daniel Ord, Tuesday 19 to Friday 22 January 2027.
Give council, department and agency staff a clear framework for every phone enquiry in this 3-hour live online course with Simon Blair, on Tuesday 19 January 2027.
Give your face-to-face team a proven structure so every customer feels welcome and well looked after, in this 3-hour live online course with Simon Blair, on Wednesday 20 January 2027.
Give your help desk a proven structure for every support call in this 3-hour live online course with Simon Blair, on Thursday 21 January 2027.
Build the customer service skills your help desk needs on the phone, by email and in chat in this 2 × 3-hour live online course with Simon Blair, Tuesday 2 and Wednesday 3 February 2027.
Lift reception and front desk service across face-to-face, phone and email in this 2 × 3-hour live online course with Simon Blair, Thursday 4 and Friday 5 February 2027.
Lead your team with confidence, from time management that protects coaching time to call monitoring, feedback and coaching plans, in this 2 × 3.5-hour live online course with Marc Carriere, Tuesday 9 and Thursday 11 February 2027.
Build skill, confidence and consistency across your council or agency team in this 2 × 3-hour live online course with Simon Blair, Tuesday 9 and Wednesday 10 February 2027.
Give your team a proven structure for every call, plus the confidence to handle difficult customers, in this 2 × 3-hour live online course with Simon Blair, Thursday 11 and Friday 12 February 2027.
The February 2027 WFM Essentials course: three full days of live online workforce management training with Call Design, covering forecasting, scheduling, performance and real-time management.
Learn a clear structure for every customer call, from hello to solution, in this 2 x 4-hour February 2027 live online course with Daniel Ord.
Give your face-to-face team more time, practice and coaching to master customer service in this 2 × 3-hour live online course with Simon Blair, Tuesday 16 and Wednesday 17 February 2027.
The February 2027 Call Centre Operations for Team Leaders course: 2 × 4.5-hour live online sessions with global expert Daniel Ord on the metrics, dashboards and principles that drive contact centre performance.
Turn more inbound calls into sales, without scripts or pressure, in this 3-hour live online course with Simon Blair, on Thursday 18 February 2027.
Gain the skills, templates and support to start customer journey mapping in this 2 x 3.5-hour February 2027 Customer Journey Mapping workshop, with a toolkit and three one-on-one coaching sessions included.
