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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 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.
The February 2027 Quality Management & Coaching for Team Leaders course: 2 × 4.5-hour live online sessions with global expert Daniel Ord on standards, monitoring, calibration and coaching that changes behaviour.
Give your Team Leaders a proven coaching method, aligned with the Contact Centre CX Standards, in this 3 × 3-hour live online course with Simon Blair, Tuesday 23, Thursday 25 and Friday 26 February 2027.
The February 2027 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.
Fast-track your knowledge of contact centre management in this 2 × 3.5-hour live online course with Justin Tippett, on Wednesday 24 and Thursday 25 February 2027.
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, Wednesday 3 and Thursday 4 March 2027.
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 9 March 2027.
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 9 and Wednesday 10 March 2027.
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 11 and Tuesday 16 March 2027.
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, Thursday 11 and Friday 12 March 2027.
The March 2027 WFM Essentials course: three full days of live online workforce management training with Call Design, covering forecasting, scheduling, performance and real-time management.
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 16 and Wednesday 17 March 2027.
The March 2027 CX Management Fundamentals course: 4 x 5-hour live online sessions with global CX expert Daniel Ord, covering the five CCXP® competencies. Rated 4.9/5.
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 16 March 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 17 March 2027.
Give your team a proven structure for every customer call in this 3-hour live online course with Simon Blair, on Thursday 18 March 2027.
Give your help desk a proven structure for every support call in this 3-hour live online course with Simon Blair, on Thursday 18 March 2027.
Turn more inbound calls into sales, without scripts or pressure, in this 3-hour live online course with Simon Blair, on Tuesday 23 March 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 24 March 2027.
The April 2027 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.
Build skill, confidence and consistency across your council or agency team in this 2 × 3-hour live online course with Simon Blair, Wednesday 7 and Thursday 8 April 2027.
Give your Team Leaders a proven coaching method, aligned with the Contact Centre CX Standards, in this 3 × 3-hour live online course with Simon Blair, Wednesday 7 to Friday 9 April 2027.
Learn global best-practice skills on how to manage angry, upset and difficult customers with confidence in this 2 x 4-hour April 2027 online course - suitable for all customer-facing employees.
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 13 and Thursday 15 April 2027.
Learn how to write better emails to customers in the April 2027 Email Customer Service training course (suitable for all employees).
The April 2027 WFM Essentials course: three full days of live online workforce management training with Call Design, covering forecasting, scheduling, performance and real-time management.
Fast-track your knowledge of contact centre management in this 2 × 3.5-hour live online course with Justin Tippett, on Wednesday 21 and Thursday 22 April 2027.
The April 2027 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.
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 11 May 2027.
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 13 and Tuesday 18 May 2027.
Gain the skills, templates and support to start customer journey mapping in this 2 x 3.5-hour May 2027 Customer Journey Mapping workshop, with a toolkit and three one-on-one coaching sessions included.
The May 2027 WFM Essentials course: three full days of live online workforce management training with Call Design, covering forecasting, scheduling, performance and real-time management.
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 15 and Thursday 17 June 2027.
The June 2027 WFM Essentials course: three full days of live online workforce management training with Call Design, covering forecasting, scheduling, performance and real-time management.
Fast-track your knowledge of contact centre management in this 2 × 3.5-hour live online course with Justin Tippett, on Wednesday 23 and Thursday 24 June 2027.
The June 2027 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.
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 13 July 2027.
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 15 and Tuesday 20 July 2027.
The July 2027 WFM Essentials course: three full days of live online workforce management training with Call Design, covering forecasting, scheduling, performance and real-time management.
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 17 and Thursday 19 August 2027.
Gain the skills, templates and support to start customer journey mapping in this 2 x 3.5-hour August 2027 Customer Journey Mapping workshop, with a toolkit and three one-on-one coaching sessions included.
The August 2027 WFM Essentials course: three full days of live online workforce management training with Call Design, covering forecasting, scheduling, performance and real-time management.
The September 2027 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.
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 14 September 2027.
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 16 and Tuesday 21 September 2027.
The September 2027 WFM Essentials course: three full days of live online workforce management training with Call Design, covering forecasting, scheduling, performance and real-time management.
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 12 and Thursday 14 October 2027.
Gain the skills, templates and support to start customer journey mapping in this 2 x 3.5-hour October 2027 Customer Journey Mapping workshop, with a toolkit and three one-on-one coaching sessions included.
