May 2022 Introduction to Contact Centre Management
Online via Zoom Price: $497.00 AUD ex GSTLearn global best-practice contact centre fundamentals in our Introduction to Contact Centre Management
May 2022 class for Team Leaders and Managers.
With COVID making it difficult to plan onsite events for the foreseeable future, all of our training courses have been updated to be delivered online via Zoom. Whilst a few years ago online training was the last thing on our mind, the COVID pandemic has obviously forced change upon us all and being online for work, play and learning has certainly become normal for the majority of us.
After some initial reservations on how well online training would work, over time as we’ve all become accustomed to online and we’ve made a number of changes to our courses to optimise them for online delivery, we’ve genuinely become to enjoy it with online learning offering a range of benefits as we’ve outlined below.
Whilst we have become converts, most importantly, it’s what our customers think and our Customer Testimonials have confirmed that online training via Zoom is popular and effective – we averaged 4.9 out of 5 stars across all our online courses in 2021!
Rather than have to commit a full day (or multiple days) to a training course plus travel time, online courses enable you to attend courses with less downtime. For example, rather than a full day 8-hour course, it can be split into two half-day sessions of 4-hours each session. This can assist you in being able to balance learning and personal/work commitments.
Being able to break the training into smaller chunks over a longer period of time can be more beneficial than trying to cram everything into a one or two day course as well as allowing some time to embed new learnings between sessions, something that just wasn’t possible with onsite training. We’ve also been able to use online quizzes, virtual break-out rooms and short refresher breaks to ensure the online training experience remains fun and interactive.
Particularly with customer-facing roles, it can be hard to remove employees for training without having an impact on operations. Online courses allow much great scheduling flexibility so you can fit training around the quieter periods or spread the training out over a period of time enabling you to upskill employees whilst minimising operational impacts.
With the physical barrier removed from attending training courses, we’ve been able to (literally) welcome students from all around the world to our courses that otherwise would not have been able to attend. This has added significantly to the diversity of our groups bringing true global perspectives that helps share learnings and expand personal networks.
The video outlining the 5 chairs presented a succinct and excellent outline of how to respond when faced with a dilemma or difficult situation. There are aspects of the course that stood out for me, such as the enquiry confirmation. This is an aspect that I believe the team could really benefit from as in my experience it is not used enough.
The use of negative/positive words role play certainly enhanced to me and the team how easy it is to use a word or phrase that could make a difficult situation worse or better. Overall the pace and engagement with the participants was about right for me. The trainer provided some good examples and was able to convey and deliver the course content in an engaging way.
I would recommend the course to any person who deals with customers service.
Excellent course with a well thought and usefull material that can be put into practice immediately . Definitely will help to solve a lot of common challenges any CCM experiences. Many CCMs get their knowledge through experience and passed from their leaders, however this course certain helps to complete the knowledge gaps and also challenge some of the way you were taught. Thanks to Dan and Marcus .
So much information but all extremely valuable. Daniel and Marcus were nothing but fantastic throughout this course. Will definitely recommend to my colleagues and friends
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 team’s customer service and customer experience development. Look forward to next one.
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.
All our training courses are now available online for delivery via Zoom – to see all the available courses by category, just click on the applicable button below. If you can’t find a course that meets your requirements, please contact us to discuss a customised training program.
Purchase tickets instantly to all the online public courses listed below using a credit card or by requesting an invoice at checkout. For a full list of training courses and easy-to-use search filters, click here to view all our upcoming courses >
Want to talk to someone? Call us on +61 3 9008 7287
Learn global best-practice contact centre fundamentals in our Introduction to Contact Centre Management
May 2022 class for Team Leaders and Managers.
The May 2022 Phone Customer Service Booster course is a 3-hour online course designed to supercharge customer service skills for phone-based staff.
Supercharge your customer service skills with our June 2022 Customer Service Phone Professionals Training course with 9 hours of facilitated learning (delivered over 3-weeks) suitable for all phone-based staff.
Learn how to design and build a quality assurance program for customer service, call centres etc that will improve compliance and drive customer service excellence in our June 2022 online course delivered by global expert Daniel Ord.
Learn global best practice contact centre management skills in these 16 hours (4 x 4-hour sessions) June 2022 online training course delivered by global expert Daniel Ord.
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Fast track your customer experience skills in our June 2022 Introduction to CX Course - suitable for busy managers and executives wanting to learn more about Customer Experience.
The June 2022 Phone Customer Service Booster course is a 3-hour online course designed to supercharge customer service skills for phone-based staff.