Live Chat Course for Customer Service Employees

$498 AUD per employee

5.0
The Live Chat course for Customer Service has an average rating of 5.0 out of 5 stars
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Today, the use of Live Chat conversations is growing amongst the Contact Centre, Digital Service and Customer Service industry as customers continue to use different channels to engage with your business using communication channels that are most convenient to them.

Unlike voice/phone conversations which have their own set of skill requirements, there are some unique considerations for handling customers who choose to use Live Chat to contact your organisation.

As this form of contact is in writing, most organisations are highly sensitive with regard to the protection of their brand and image, as well as overall courtesy and writing skills.

The Live Chat course for Customer Service Employees is designed to assist frontline employees who handle live chat interactions whether it’s a contact centre agent, customer service employee etc.

We address the role of Live Chat in the Customer Experience, the 5 most important mistakes to avoid, the use and abuse of pre-scripted functionality and the overall 4-Step structure that delivers best-practice live chat customer interactions.

The Live Chat course for customer service is facilitated by global expert Daniel Ord and is delivered over two x four-hour online sessions.

live chat customer service training for employees
customer service live chat training course

Live Chat course for Customer Service Fast Facts:

  • 8 hours of live facilitated online/virtual learning (2 x 4-hour sessions).
  • Designed for employees handling live chat conversations for sales or service.
  • The course is designed and facilitated by global Contact Centre & Customer Experience expert Daniel Ord.

8 hours of live training across two half-days (2 x 4-hour sessions)

The Live Chat course for Customer Service employees is split into three great modules across two half-day workshops (~4-hours each workshop).

Workshop 1

Module 1: Expectations, Alignment and Customer Access

Whilst we spend the bulk of this course teaching employees how to have great live chat conversations, it always helps to have a big picture of what you want to achieve.

A purpose, a mission – a vision.  Call it what you will.

To help Frontline Team Members succeed in the live chat channel, we look at the different ways organisations use the channel – and what really drives Customer Satisfaction with Live Chat.

  • Service, Sales or Technical Support?
  • How do Customers use Live Chat?
  • Defining Customer expectations for the Live Chat channel.
  • Key Drivers of Customer Satisfaction with ‘On-line’ Services.
  • Customer Access Strategy for Live Chat.

Module 2. Hygiene Factors for Live Chat

Hygiene factors are the basics.  Getting the basics right is expected.  But getting the basics wrong is all too easy sometimes.

In this section, we cover what those basics are and how to make sure they stay in tip-top shape.

  • Service Level and Response Time (so employees understand why they matter).
  • The use/abuse of pre-scripted “functions” (Where they came from – where they will go – it’s a journey!).
  • Understanding conversational direction change.

Workshop 2

Module 3. The Four-Step Process for Managing Live Chat Conversations 

Now comes the fun part! This is where we spend most of our time on this course – learning how to have great conversations on Live Chat.

Our 4-part structure, along with practical tips at each step of the way, makes it possible.

Employees will learn the following:

  • Greet, Listen and Control KPIs and behaviours.
  • How to Present a Problem-Solving Solution.
  • How to Present a Product & Service Solution.
  • How to Present an Order Taker Solution.

Looking for other course alternatives? We have several training courses that are suitable for employees handling live chat, including the Omnichannel Service course or the Managing Difficult Customers course, as well as a host of other customer service courses >

If you are considering implementing Live Chat and aren’t sure where to start, please refer to our Live Chat for Managers course >

Course Suitability

The Live Chart course for customer service employees is suitable for any employee that handles live chat interactions with customers. This can typically include:

  • Contact centre agents
  • Customer service employees
  • Receptionists and office employees
  • Marketing/Social Media employees
  • Business Process Operations staff (BPOs/Outsourcers)
  • Small Business managers and employees
Course suitability for live chat training course

About Your Trainer, Daniel Ord

Daniel Ord from OmniTouch International, recognised as one of the world’s leading customer experience and contact centre trainers, will teach the Live Chat Customer Service training course.

Daniel has trained over 50,000 participants across over 40 countries and is regularly featured in leading customer management publications and presenting keynote speeches across the world.

Credentials-wise, Dan is a Certified Customer Experience Professional (CCXP), an International Customer Management Institute (ICMI) Certified Associate, a Call Centre Industry Advisory Council Training Partner (CIAC) and is Net Promoter Certified.

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 achieve success.

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.

Daniel Ord Live Chat Customer Service course trainer
The Live Chat Customer Service Training Course is delivered by global expert Daniel Ord.

Customer Testimonials for this course

As a relatively new channel and due to the slower uptake of live chat in Australia compared to other countries,  we’ve only run this class once in Australia, so we are looking forward to bringing it back in 2024 with new and updated content!

If you need to chat, why not Live Chat!

This course was really good. Daniel was a great instructor and had a lot of good tips and helpful advise

Avatar for Marion Law
Marion Law
Consumer Service Co-ordinator
Unicharm Australasia

Really enjoyed it!

I am so lucky to be able to join this training! Thank you very much for sharing the knowledge and improving my knowledge about live chat.

Avatar for Ayu Putri Pramesti
Ayu Putri Pramesti
Supervisor Learning & Development
PT VADS INDONESIA

Very enjoyable

Thank you so much, it is a good class, very enjoyable. Many different point of view because we are from different country but Customer Satisfaction is a universal word and we learn so much how to serve the customer inquiries.

Avatar for Yudha Pribadi
Yudha Pribadi
Manager
PT Vads Indonesia

Live Chat Skills

Daniel has made this course very enjoyable. He is easy to understand and has loads of examples to help us!

Avatar for Maryann Smith
Maryann Smith
Customer Service Officer
City of Casey

Public or Private Delivery Options

All of our Live Chat training courses can be delivered publicly (with employees from other businesses attending) or privately (just for your employees/business). Learn more below.

Public Courses

Our publicly available live chat courses enable you to enrol as few as one employee, making them a cost-effective way of upskilling your frontline employees with minimal impact on your operations.

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, dates and durations making it easy to plan around shifts, holidays, induction periods etc.

You’ll find a list of upcoming Live Chat courses for Customer Service employees at the bottom of this page!

Private Courses

Whilst the Live Chat Course for Customer Service employees 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 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 call examples based on your business rather than 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 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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Jim Mundy
Jim Mundy
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 🙏
Daniel Lanigan
Daniel Lanigan
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!
Trisha Bridge
Trisha Bridge
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/
Angela Cavallaro
Angela Cavallaro
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!
Alison Jucha
Alison Jucha
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 🙂
K M
K M
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!
Joyi Lu
Joyi Lu
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!
Eloise
Eloise
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 🙂
Raheel Almas
Raheel Almas
Highly Recommended!
Todd Johnson
Todd Johnson
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
Sheree Laursen
Sheree Laursen
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!
Keira Smith
Keira Smith
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
Jamie Leonard
Jamie Leonard
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!
GVW Intranet
GVW Intranet
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!
Jim Rodd
Jim Rodd
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
Sam Petroulias
Sam Petroulias
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.
Dirk van Noort
Dirk van Noort
Response from the owner: Thanks Dirk for attending the Introduction to Contact Centre Managers course. Good luck with your new business venture!
Rebecca Goss
Rebecca Goss
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!
Marianne Rutz
Marianne Rutz
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!
Rachael Lowe
Rachael Lowe
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!
Eva P
Eva P
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 🙂
Rory Lynch
Rory Lynch
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!
Lee Siefken
Lee Siefken
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.
Vanessa Gralton
Vanessa Gralton
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!
Adrian Powell
Adrian Powell
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!
Monica Malgarini
Monica Malgarini
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.
Chris Remnant
Chris Remnant
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!
Nicole Field
Nicole Field
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.
Badri Pokhrel
Badri Pokhrel
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!
Sarsha S
Sarsha S
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!
Katherine Robshaw Ed Dept
Katherine Robshaw Ed Dept
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!
Linda P
Linda P
Response from the owner: Thanks Linda, great to have you in our course!
Kaylee Gerbes
Kaylee Gerbes
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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Our Recent Customers Include:

We're grateful to the following companies who have trusted CX Skills with their training. View our full customer list here >

Pricing & Payments

The Live Chat course for Customer Service employees is $498 per person ex GST for 8 hours of live facilitated learning (2 x 4-hour sessions) delivered by world-famous CX & Contact Centre training expert Daniel Ord.

Tickets can be purchased using a credit card or invoice – select your preferred option on Checkout.

Available Discounts:

  • Save 15%  when booking for three 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 for 12 months. Learn More >
  • Volume and Private Bookings – If you’d like to train multiple staff in a private session, please contact us for pricing and availability.
Training course for live chat customer service

Do you have questions about the Live Chat Customer course?

Want to train your whole team or business? Contact us on +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 >

Live Chat Course for Customer Service Employees – Upcoming Public Dates

Below are all the publicly available Live Chat for Customer Service Employees courses. Click on your preferred date to purchase tickets.

Tickets can be purchased instantly with a credit card or request an invoice on the checkout page.

If you have larger numbers (more than 6) and would like more flexibility with dates and times, contact us for pricing and availability on a private course.

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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.