customer service live chat training courses

Live Chat Training Courses in Australia

Today, the use of Text Chat/Live Chat conversations is growing amongst the Contact Centre industry as customers continue to use different channels to engage with your business whether it's through a live chat software on your website, SMS, Facebook, WhatsApp and so on.

Unlike voice conversations which have their own set of skill requirements, there are some unique considerations for handling customers who choose to use Live Chat or Text Chat to contact your organisation.  As this type of contact is essentially a form in writing, most organisations are therefore more sensitive with the protection of their brand and image.

Live Chat training courses delivered online

But despite it's growing importance (79% of customers in a recent survey said they prefer live chat over other options), the training opportunities to support those handling the live chat conversations, and the managers running the live chat function has been lacking.

Our Live Chat (or Text Chat) training courses are designed to help your business succeed in this critical channel with a proven structure designed specifically for live chat, SMS chat or Text chat conversations.

If you are currently handling LIve Chat or Text Chat or are thinking of introducing this channel – these live chat training courses are designed for you and your Team!

About Your Trainer, Daniel Ord

The trainer Live Chat training courses is Daniel Ord from OmniTouch International - recognised as one of the leading customer experience and contact centre trainers in the world.

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).

Live Chat training expert Daniel Ord

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 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.

Public or Private?

All of our Live Chat/Text Chat training courses can be delivered publicly (with other businesses) or privately (just for your business). We've explained some of the differences below.

Public Courses

Our publicly available live chat training courses enable you to enrol as few as one employee making them a cost-effective way of upskilling your frontline agents or managers.

The public courses can also be a great way to interact and learn from others in either the same or different industries.

Each course has fixed times and dates making it easy to plan around shifts, holidays, induction periods etc.

You'll find a list of upcoming public courses for Live Chat training at the bottom of this page.

Private Courses

Whilst the public courses can be a great way to interact with others and are perfect for small numbers, sometimes you need more flexibility with the dates and times or you’d like the benefits of training larger groups of agents within your business.

Our Live Chat private courses can deliver the same course with dates and times to suit you and we can also include custom-built role plays, simulations and live chat examples based on your business rather than the generic ones we use in our public courses.

Learn more about our private training options >

About CX Skills

CX Skills is a specialist training business that only delivers contact centre, customer experience, customer service and leadership related courses facilitated exclusively by industry professionals.  We're one of the founding members of the Australian Customer Experience Professionals Association (ACXPA) and we are committed to helping Australia to be recognised as global leaders in Customer Experience.

We’ve trained thousands of staff across a diverse range of businesses and we’re proud of the amazing customer testimonials we’ve received directly and on Google reviews (the most recent listed below) so you can rest assured your training is in good hands.

CX Skills Stress Reduction for Customer Service employee Feb 2022 course
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!
Trisha Bridge
Trisha Bridge
1694397941
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!
Simon was great at delivering the course! I have learnt few essentials steps that have improved my confidence and the quality of my customer service! I highly reccomend his courses.
Kira Domanico
Kira Domanico
1675913790
The best course I have taken in 4 decades of customer service.
Alison Jucha
Alison Jucha
1675404087
Great course delivery and awesome techniques to use with customers.
Yvonne Bilney
Yvonne Bilney
1675403996
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!
K M
K M
1674518660
Great company to work with. Excellent training course with trainers that really bring the content to life!
Joyi Lu
Joyi Lu
1655877194
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.
Eloise
Eloise
1654239630
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.
Todd Johnson
Todd Johnson
1644977133
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.
Sheree Laursen
Sheree Laursen
1638998108
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!
Keira Smith
Keira Smith
1638154524
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!
Jamie Leonard
Jamie Leonard
1634274835
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
GVW Intranet
GVW Intranet
1634273330
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.
Jim Rodd
Jim Rodd
1631577656
Justin offers such a wealth of knowledge and skills that can be applied to leaders in any business. Thank you Justin!
Sam Petroulias
Sam Petroulias
1626410732
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
Rebecca Goss
Rebecca Goss
1619472056
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!
Marianne Rutz
Marianne Rutz
1619435172
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.
Rachael Lowe
Rachael Lowe
1619389825
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.
Eva P
Eva P
1619369587
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.
Rory Lynch
Rory Lynch
1616993108
Game-changing training and insight. Highly recommend CX Skills training program.
Lee Siefken
Lee Siefken
1615849042
An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.
Vanessa Gralton
Vanessa Gralton
1615846667
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!
Adrian Powell
Adrian Powell
1615808043
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.
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!
Chris Remnant
Chris Remnant
1614225539
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.
Nicole Field
Nicole Field
1612243528
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.
Badri Pokhrel
Badri Pokhrel
1611208338
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.
Sarsha S
Sarsha S
1608680379
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.
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.
Kaylee Gerbes
Kaylee Gerbes
1600731837
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Options to suit your learning objectives

We have two separate streams for live chat training with one course designed for frontline agents and one for managers of the live chat function. To learn more about each course just click on the 'Learn more >' button.

Live Chat Training for Frontline Staff

  • Designed for frontline agents handling live chat/text chat conversations.
  • 8 Hours of live learning - 2 x half-day sessions (4-hours each).
  • Suitable for all live chat employees (sales and service).

Live Chat Training for Managers

  • Designed for managers who will, or are, accountable for the live chat function.
  • 8 Hours of live learning (2 x 4-hour sessions).
  • Delivered over two consecutive days.

Purchase tickets now to the the Public Live Chat Training Courses

You can purchase tickets instantly for the courses listed below. Please contact us for private course pricing and availability.