Mastering Great Phone Conversations

Daniel delivered an excellent Contact Centre Management Fundamentals course that was both engaging and highly relevant to day-to-day contact centre operations. The training provided practical leadership strategies, effective coaching techniques, and valuable insights into managing performance and team engagement.

I found the content easy to apply in a real-world environment, and Daniel’s experience and facilitation style kept the sessions interactive and informative throughout. I would highly recommend this course to anyone looking to strengthen their contact centre leadership and management skills.

I found the training insightful. I’ve been in contact centre environment for nearly 10 years and wished I’d had this training 10 years ago. Daniel was very engaging with everyone.

I like how Daniel broke it down into more focus sections, which then led onto the next section. I took multiple things out of each day of training. Would highly recommend this course for any contact centre leader.

Daniel covered a range of essential topics that have fundamentally changed the way that I think about performance, and measuring performance, in my Contact Centre.

Having participated in this course with several managers from our contact centre, it has also been incredibly powerful for our team to be aligned and have a shared understanding of these concepts.

I am certain this course has prepared us to drive meaningful and valuable uplift for our teams, that will also positively impact our customers too. Thanks to Daniel for this fantastic course, and will be absolutely recommending to anyone in a similar position.

I really enjoyed the information provided, it was valuable in learning something new and refreshing some knowledge I had before that must have fallen behind the filing cabinet of life along the way.

Every element is clearly explained, lots of discussion and great stories along the way to bring it all together. If you have been working in call centres for a long time, or this is your first rodeo in the contact centre world – this is a must do course for any leader who wants to really understand the science and be more effective.

I’ve attended a lot of CX and Customer Service Training throughout my career and I can say hands-down that Daniel is an exceptional facilitator. He has a natural ability to draw insights and experiences out of participants rather than simply presenting content. This approach creates genuine buy-in and ensures the discussions are relevant to our contact centre and the challenges our teams face every day.

He consistently reinforces the importance of maintaining a positive mindset and not being drawn into a customer’s negativity, while still demonstrating empathy and professionalism. These messages were woven naturally throughout the course and resonated strongly with the team.

Despite delivering the training online, Daniel kept participants highly engaged throughout. His energy, authenticity, and interactive facilitation style made it easy for everyone to contribute, which is no small achievement in a virtual environment.

Daniel is approachable, knowledgeable, and an excellent communicator. He creates a psychologically safe learning environment where people feel comfortable asking questions, sharing experiences, and challenging their own thinking. He also takes time to praise the conversations taking place and notes when people are hitting the mark which creates enthusiasm and excitement in his participants. He adapts seamlessly to the needs of the group, provides practical and relevant examples, and strikes the perfect balance between theory and real-world application.

I would highly recommend Daniel to any organisation looking to build customer service capability through engaging, practical, and memorable training.

Daniel and Marcus were brilliant in delivering a 2-day course (4-hours each day) that is current, relevant and easily tailored to different types of Call Centre leadership roles. I’ve acquired skills that I can implement immediately in my role to help create and maintain an environment and culture where our people thrive.

I thoroughly enjoyed the Operations Management for Team Leaders training conducted by Daniel Ord. His training style is enriching and highly applicable to today’s context, making the content relevant and easy to relate to. Daniel is an engaging trainer who keeps you on your toes throughout — you certainly won’t find yourself dozing off!

What stood out most was how he opened up perspectives from multiple angles — the management view, the employee view, the customer view, and the reality on the ground.

A special mention to Marcus, who was incredibly helpful throughout the training. When we were unable to access the training materials, he promptly stepped in, which was greatly appreciated!

In a world where customer service increasingly handles complex and often frustrating issues left behind by automated systems, Daniel and his team provide a wide range of practical tools that bring a much-needed human touch to customer interactions.

I recently completed this course and found it incredibly valuable. Daniel was a standout—highly experienced, knowledgeable, and genuinely a pleasure to listen to. His delivery was almost therapeutic at times, and he created a great environment for open discussion.

The content itself was strong and really helped me build my skills, especially in thinking about how to scale a CX practice within my organisation. The only improvement I’d suggest would be more opportunities to directly apply the theories to our own organisational contexts and receive feedback—but I understand time constraints likely made that difficult.

Overall, a great experience, and it’s definitely inspired me to consider pursuing the CCXP exam.

It was great to link all the elements of CX together. A clear path of which CX muscle to flex to deliver an outcome. Comprehensive, refreshing, engaging and great for those with years of experience or just new on the scene. You will learn something!

The Contact Centre Management Fundamentals course offers a comprehensive and practical overview of the essential principles required to effectively manage a contact centre. Covering core metrics and operational strategies, the course is well-suited for both new and experienced managers overseeing small or large teams.

A standout feature of the course was the facilitation by Daniel, whose engaging style and inclusive approach fostered open communication and active participation among all attendees. His ability to encourage dialogue and share real-world insights made the learning experience both dynamic and relatable.

Whether you’re stepping into a contact centre leadership role or looking to refine your management approach, this course provides valuable tools and frameworks to support performance, engagement, and service excellence. Highly recommended for professionals seeking to strengthen their foundational knowledge and drive impactful results.

Daniel has made the 4 x half days fly very quickly, even through online delivery. The course was very engaging and informative. He has made the big beast of CX management not so scary and gave practical examples of where to start. The big takeaway for me is how all the many “big” aspects tie together, and that we don’t need to know all of it to get our CX journey going. Thank you Daniel and Marcus!

This course was helpful in breaking down how to build a quality contact centre QA framework, and has challenged my thinking of what we had already established. I particularly found the segment around the Service Vision was the most interesting for me.

Daniel was an amazing facilitator, making the space feel safe to contribute thoughts and ideas.

Daniel was fantastic! The course gave me a fresh perspective of how to deal with difficult interactions with customers as well as different techniques when having those tough conversations. I highly recommend this course!

Daniel did an excellent job sharing tips and tricks for handling conversations with difficult customers. I will definitely use the tools he provided! Thank you Daniel & Marcus

Daniel’s course was a very pleasant experience. His friendly and open approach creates wholesome environments where all participants can engage and ask questions. His course material is also easy to understand, easy to remember, insightful and helpful.

You can really see how applicable his course material is to your work and how teaching this course has evolved based on the feedback he has received while teaching it.

Daniel was a terrific trainer, he was extremely engaging and encouraging to all participants. The content was great and provided myself and my colleagues a lot of clarity around how to improve our quality process. I definitely recommend this course for anyone looking to expand and/or improve their quality assurance procedures.

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.

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

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!