Learn how to lead and manage contact centre employees training course
$1,697 AUD per person
There is overwhelming evidence that businesses that focus on improving the Employee Experience (EX) outperform organisations that don’t.
And while that may not be an earth-shattering revelation, the reality is the majority of employee engagement surveys conducted continually suggest it’s an area most organisations are not performing well at.
Drawing from our work with Contact Centre Managers & Team Leaders around the world, we designed this How to Lead & Manage Contact Centre Employees training course to help Contact Centre Management Team Members understand the practices, behaviours & practical ideas to lead, engage and create a better experience for their people (e.g. Employee Experience).
The four online modules (each four hours in duration) will provide participants with the skills to create amazing workplaces arming them with the critical components that make a great leader:
- Leadership and Management
- Empowering Team Leaders to succeed
- Performance management & conversations
- Employee Engagement and Culture
The modules are a combination of theory, great stories, lots of practice and of course, all delivered in a fun and welcoming environment that will ensure that at the end of the course, you’ll be ready to put your skills straight to work with confidence.
Who should do this course?
This How to Lead & Manage Contact Centre Employees training course is primarily designed for managers within a contact centre environment however the skills will benefit anyone who manages employees in any environment. Typical roles would include:
- Team Leaders/Supervisors
- Contact Centre Managers
- Retail/Store Managers
- General Managers
- VP’s
- Directors
- Human Resources
What you’ll learn:
By attending the How to Lead and Manage Contact Centre Employees course, you’ll learn how to enhance the Employee Experience (EX) over four core modules:
Module 1: Leadership & Management
In our experience working with Managers around the world – some people want to make this too complicated.
And that makes it hard to understand and even harder to do.
We define Leadership – and examine what the best leaders use to inspire people to achieve a shared goal.
And we define Management – and work through how the best Managers guide people to achieve their potential.
Because as a Leader you do both.
Module 2: The Roles & Responsibilities of Team Leaders
One of the most important things a people Manager needs to think about is this. Where does my time go? And is this the best way to spend my time?
In this module, we look at data to help us decide where time is best spent, conduct an intensive time & motion study on where time is actually spent and compare the two.
We also work together to design & build a Success Profile for today’s Manager.
One that we can use – and that we can help others use too.
Module 3: Performance Management & People Conversations
Your organisation needs outcomes. Your people need the guidance & motivation you have on offer.
In this module we spend a lot of time on the different conversations you’ll have with each person who works with you.
From the ‘good’ conversations such as praise, and recognizing something ‘well done’ through to dealing with the more challenging conversations you need to have to help folks learn, keep on track and understand the consequences of what they’re doing (or not doing).
Module 4: Employee Engagement & Culture
It’s easy to get confused. What’s the difference between Employee motivation, satisfaction & engagement? And what the heck is Employee Experience?
Because now everyone is talking about that too. Does that mean we have to go back and undo and redo everything we know about people?
In one of our favourite modules in any course, we untangle all of this and get deeply practical. Because once you know what these things are, why they matter and how to bring them to life – it gets a lot easier.
And we close out the module with a look at Culture – and how you can contribute to building a better one where you work.
Looking for other options?
How to assess and coach contact centre agents
Split over 2 x 4-hour sessions for our public courses, it contains seven modules to help Contact Centre Team Leaders and Managers specifically with assessing and coaching contact centre employees.
The course includes practical guidelines for how (and why) you need to make time for coaching, different approaches to coaching and the ‘how-to’ of coaching successfully using our proprietary 7-Step Coaching Process that has been used to train thousands of Team Leaders around the world.
Contact Centre Management Fundamentals
Split over 4 x 4-hour sessions for our public courses, it contains four modules that will not only teach you the leading contact centre management strategies to empower your team to generate more sales and/or enhance customer satisfaction combined with efficiency, but you’ll be equipped with the practical skills you need to implement everything that you learn.
Whether you are a new contact centre manager, or an existing manager who has never revceived any formal training in contact centre management, if you need to learn global best-practice skills on how contact centres ‘work’, this is a course not to be missed!
About your facilitator, Daniel Ord
The trainer for How to Lead & Manage Employees training course 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 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.
Excellent course covering strategy and best practice thinking for CX
Really enjoyed this course! Designed well so that it fits with a busy work schedule.
Great content, delivery and knowledge from Daniel and interesting discussions with the group.
I found this course really valuable and have been able to implement and test some thinking and ideas immediately.
Response from CX Skills
Thanks Shelley for taking the time to leave a review and super happy to hear that you found it a valuable investement and put some of the learnings to immediate use!
Authentic Course with Genuine Learnings
I found this course to be very engaging, Daniel does a wonderful job of keeping it interesting and honestly the time just flew. Whilst I work in the CX Field every day, this course challenges your thinking in the field of Customer Experience (CX) and have given me some fresh perspecitives.
It is not a tick the box type of course, it is very worthwhile with genuine learnings. I would highly recommend to any either starting their journey or well into their CX journey
Response from CX Skills
Thanks Meredith, what a lovely review and glad to hear you found the course engaging combined with some great learnings. And yes, it’s very easy to get lost in time when engaging with Daniel!
Very interesting & engaging!
Daniel is a passionate and very knowledgeable CX expert who was very engaging throughout the whole course. Relevant course content and thought-provoking activities to learn through discussion. Definitely recommend this training!
Response from CX Skills
Thanks Krysten, so glad to hear you enjoyed the course with Daniel and you 100% nailed it, he’s super knowledgeable and engaging which is a great combination!
Lots of Key Takeaways
I love this training and learned a lot! Thank you Daniel for giving such a meaningful course.
The key takaeway for me was that Customer management and customer service are totally different concepts and that CX management should look from the perspective of the customer lifecycle, etc.
It really has has provided me with a fresh perspective on my current job!
Response from CX Skills
Thanks Jac, really glad it’s given you a fresh perspective on your current job and we wish you well on your CX journey!
A fantastic CX Management Fundamentals course!
The CX Management Fundamentals course has helped me understand important CX practices and how we can bring these to life within our business to deliver continuous Cx improvements.
The course was extremely engaging and created a safe environment to ask questions and bounce ideas. I highly recommend this course for anyone new to CX or wanting to expand on their current skillset!
Response from CX Skills
Thanks Tiffany, glad you enjoyed the course and appreciate the recommendation!
CX Management - CCXP Exam Preparation Workshop - ONLINE
Well, it was an amazing 4 days! I have learnt so much from the program and key concepts have given me a-ha moments. Customers are the lifeline to any business and it is not only the responsibility of the Customer Service teams.
This program is WOW. W for Winning [rich, structured and meaningful content – world class], O for Outstanding [delivery was impeccable and Daniel, is always animated, lively, funny and very clear in delivering the messages] and W for Warmth [the warmth and respect that Daniel brings across in an online setting is tremendous].
Now I know more, I want to do more. Terima kasih!
Response from CX Skills
Thanks Jimmy and loved the WOW acronym!
Training Options
The How to Lead & Manage Contact Centre Employees online training course is delivered via Zoom Teleconferencing and users will be sent the Zoom link and course workbook prior to the course commencing.
We offer this course both publicly and privately with the differences outlined below:
Public Courses
The How to Lead & Manage Contact Centre Employees training course is delivered as 4 x four-hour modules enabling you to learn your skills with plenty of time to practice and apply your new learnings in between each session.
The times and dates are fixed to enable you to plan ahead around rosters, diaries etc.
If you would like to have more flexibility on the dates, times and content and would like to train multiple leaders, please refer to our private options.
View upcoming public courses 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 exclusively for your team.
This course is often popular with businesses wanting to train their entire leadership group to bring them all on the same journey and transform the culture across the contact centre floor.
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.
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 and Payment Options
The How to Lead & Manage Contact Centre Employees course facilitated live by Daniel Ord is $1,697.00 AUD ex GST per employee.
For the public courses, (any available will be at the bottom of this page), tickets can be purchased instantly with a credit card or you can request an invoice at checkout.
The course price includes:
- 16 hours of live facilitated training with Daniel Ord delivered over four half-days (4 x 4-hour sessions).
- A comprehensive course workbook (delivered electronically).
Available Discounts
- Save 15% if you purchase two or more tickets in the same transaction.
- If you’d like to train your whole contact centre leadership team in a private session, please contact us for further information and pricing.
Purchase a ticket to the How to Lead & Manage Contact Centre employees training course
We currently do not have any public courses scheduled.
Please contact us if you would like a quote to deliver this course as a private session just for your contact centre leadership team.