Live Chat for Managers training course

Live Chat for Managers Training Course

$697 AUD per person

New Course for 2022!

Whilst we have been teaching managers how to implement and optimise the Live Chat function across the world for many years, Australia has been lagging behind. But with live chat becoming an expectation for customers all over the world, it’s now time to lift the skills in Australia!

Today, customers continue to turn to online or digital support for everyday needs and questions whether it’s through a live chat software on your website, SMS, Facebook, WhatsApp and so on.

Whether for sales, service or technical support, the live chat channel can fulfil many roles for the organisation and our overall objective for this Live Chat for Managers training course is to equip participants with a solid understanding of the live chat channel, its business objectives, typical uses, best practices and measures of success.

But managing Live Chat doesn’t come without its challenges. Just like the phone channel, Service Levels, Wait Times, Knowledge Bases, Routing, Integration and Reporting and so on are all critical components and we cover them all in this course!

Whether you are currently using Live Chat and are looking to ‘tune-up’ or you are looking at implementing Live Chat, our Live Chat for Managers course is designed for you.

Need to train your frontline agents on Live Chat Customer service skills? Check out our Live Chat for Agents course >

Live Chat Management training course

Live Chat for Managers Course Fast Facts

  • 8 hours of live facilitated learning (2 x 4-hour sessions delivered on separate days)
  • Module 1 & 2 delivered in Session One, Module 3 delivered in Session Two 
  • Designed for managers accountable for live chat, text chat or SMS chat conversations.
  • The course is facilitated by global Contact Centre & CX Expert Daniel Ord

Three great modules:

Our Live Chat for Managers training courses are delivered over 3 great modules:

Session 1

Module 1: Establishing Organisational Objectives for Live Chat

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.

Each time a channel is integrated into the existing mix of Customer contact points, an increasing level of resource and sophistication is required.

So it is important to first establish and confirm the organizational objectives for Live Chat and ensure the program is designed in a manner that supports objectives.

In this section of the program, we will address all the major strategic objectives for Live Chat and work with participants to both articulate and document their objectives.

Module 2. Customer Expectations for Live Chat

While establishing organisation objectives is important, the other ‘side’ of the equation involves the customer.

In this module, we address the known and studied expectations that customers have for the Live Chat channel to ensure that the needs of both the Organisation and its customers are met.

Session 2

Module 3. Developing a Customer Access Strategy for Live Chat

This is where we will spend most of our time.

In this module,  we will workshop a comprehensive Customer Access Strategy related to Live Chat.  The Customer Access Strategy helps us bring our strategy to life and we will address, component by component:

  1. Customer Segmentation
  2. Reason Types / Passive or Reactive situations
  3. Wait Time Approach
  4. Hours of Operation
  5. Journey Mapping / Routing / Omnichannel considerations
  6. People Resource requirements for Live Chat (Training & Know How )
  7. Technology Resources requirements (what to look for in Live Chat)
  8. Knowledge Bases
  9. Integration & Reporting requirements (including the effectiveness of the program)

By the end of this section, participants will have a very strong grasp of what they need to do to either ‘fine-tune’ their existing program or implement a new program.

About Your Trainer, Daniel Ord

The trainer for the Live Chat for Managers 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 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 management course trainer 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.

Customer Testimonials for Daniel Ord

Informative, Educational and Fun!

Rated 5 out of 5
5 July 2022
Review of June 2022 Contact Centre Management Fundamentals

A great course that supports Call Centre managers, no matter what their experience!
Strongly encourage anyone who manages a Call Centre, or has a Call Centre in their department to sign up and take this course! You won’t regret it.

Avatar for Peter Cavallaro
Peter Cavallaro
Call Centre Manager
AIA Australia

Wow! Just so engaging!

Rated 5 out of 5
22 June 2022
Review of June 2022 Contact Centre Management Fundamentals

Daniel has an amazing ability to connect with people. He is very personable, and has this amazing ability to bring training content to life!

Avatar for Joyi Lu
Joyi Lu
Service Improvement Lead
Queensland University of Technology

Fantastic!

Rated 5 out of 5
3 June 2022
Review of June 2022 Contact Centre Quality Assurance Training

I thoroughly enjoyed workshopping Quality Assurance with Daniel. Daniel introduced us to the structure, framework and application of Quality Assurance in a Contact Centre environment, providing some really key techniques to ensure successful implementation.
If you are looking to implement a QA program in your business or to future proof the quality of Service Delivery Team, I highly recommend taking this course.

Avatar for Eloise Leech
Eloise Leech
Quality and Training Lead
MECCA Brands

Good course

Rated 5 out of 5
3 June 2022
Review of June 2022 Contact Centre Quality Assurance Training

Great holistic view of the CX process!

Avatar for Mary Fitzpatrick
Mary Fitzpatrick
Team Leader
Service NSW

About CX Skills

CX Skills is a specialist training business that only delivers customer experience, customer service and leadership related courses facilitated exclusively by industry professionals and we’re one of the founding members of the Australian Customer Experience Professionals Association (ACXPA).

We’ve trained thousands of staff across a diverse range of businesses and we’re proud of the amazing customer testimonials we’ve received (with the latest Google reviews listed below) so you can rest assured your Live Chat for Managers training is in good hands.

CX Skills Live Chat for Managers Training Course
Great company to work with. Excellent training course with trainers that really bring the content to life!
Joyi Lu
Joyi Lu
05:53 22 Jun 22
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
07:00 03 Jun 22
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
02:05 16 Feb 22
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
21:15 08 Dec 21
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
02:55 29 Nov 21
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
05:13 15 Oct 21
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
04:48 15 Oct 21
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
00:00 14 Sep 21
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
04:45 16 Jul 21
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
21:20 26 Apr 21
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
11:06 26 Apr 21
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
22:30 25 Apr 21
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
16:53 25 Apr 21
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
04:45 29 Mar 21
Game-changing training and insight. Highly recommend CX Skills training program.
Lee Siefken
Lee Siefken
22:57 15 Mar 21
An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.
Vanessa Gralton
Vanessa Gralton
22:17 15 Mar 21
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
11:34 15 Mar 21
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.
Monica Malgarini
Monica Malgarini
06:29 03 Mar 21
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
03:58 25 Feb 21
A very well structured training course. The trainer was very knowledgeable and a very good presenter.
Elena Prenner
Elena Prenner
22:06 03 Feb 21
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
05:25 02 Feb 21
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
05:52 21 Jan 21
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
23:39 22 Dec 20
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
23:43 21 Sep 20
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Public or Private?

The Live Chat for Managers course 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 for Managers courses enable you to enrol as few as one employee making them a cost-effective way of upskilling yourself or your leaders.

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 and other business commitments.

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

Private Courses

Whilst the public Live Chat for Managers course 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 >

Got questions about this course? Want to train your whole team or centre? Contact us on +61 3 9008 7287 between 8:30 am to 5:30 pm AEST/AEDT Monday to Friday or send us a message anytime >

Purchase a ticket to the Live Chat for Managers Course

We are still trying to gauge support for this course so it’s currently only available as a private course in 2022. If you’d like to go on the notifications list for our next public course please register below. As soon as we get enough people registered (minimum 3) we’ll schedule a course!

Register your interest now

Register your details below and as soon as we get enough people registered (minimum 3) we’ll schedule a course!