WFM for Contact Centre Team Leaders

$697 AUD per employee

Learn the basics of Workforce Management applicable to any contact centre

Workforce Management is an important function in contact centres but one that is often misunderstood by people outside the WFM team.

This WFM for Contact Centre Team Leaders course is designed specifically for call centre team leaders, managers and anyone with a stake in the workforce management process to help them better understand the challenges involved; the impact of on the day staff movements and strategies that can be put in place to optimise the process.

The WFM for Contact Centre Team Leaders course is designed to give your managers the tools they need to make better decisions, encouraging more efficient planning and delivering a better experience for your customers.

Workforce Management Training Course for Team Leaders

Why invest in WFM training in your call centre?

One of the biggest expenses for most businesses is labour. And when it comes to the call centre, labour costs are typically the largest percentage of your costs.

Whilst there is (and will increasingly be) software and systems that can automate some customer enquiries, the majority of call centre work is resource-intensive and that comes with a high price tag.

Aligning your most valuable resources (call centre employees) with customer demand provides a host of benefits.

The most obvious is cost (you need less labour to achieve the same if not better result) but there are also positive benefits to Employee Engagement and Customer Experience.

They, in turn, reduce costs by lower turnover, higher customer retention etc.

By understanding and applying WFM principles, you can improve the outcomes for your customers, your business, and your employees.

WFM Training course for the back office

What you’ll learn

WFM for Contact Centre Team Leaders teaches the basics of workforce management and is designed specifically for team leaders or those with an interest in understanding the fundamentals of workforce management practices.

Participants will learn the importance of workforce management and gain insight into techniques used to help make better business decisions and identify resourcing requirements to become more effective leaders.

Back Office Workforce Optimisation training course Benefits

If you don’t currently don’t have any workforce planning software, you can find a list of suppliers on the Australian Customer Experience Professionals Association (ACXPA) Supplier Directory.

Search for Workforce Optimisation Technology Suppliers >

Back Office WFM training course suitability

Who should do this course?

The WFM for Contact Centre Team Leaders training course is specifically designed for the call centre/contact centre environment.

Typical roles include:

  • Emerging Contact Centre Leaders (e.g. 2IC, deputy Team Leader etc)
  • Contact Centre Team Leaders
  • Contact Centre Managers
  • Anyone with a stake or interest in the workforce management process

WFM for Contact Centre Team Leaders Course Outline

1 Day of Live, Facilitated Learning

The WFM for Contact Centre Team Leaders training course has been designed specifically for employees wanting to learn the basics of Workforce Management in the contact centre.

The course includes four modules listed below delivered over 1 day (online) facilitated by the Workforce Optimisation experts in Australia, CallDesign.

MODULE 1: INTRODUCTION TO WORKFORCE MANAGEMENT

With over 70% of contact centre operating costs being related to personnel, it is critical to ensure the right number of staff are in place to optimise the customer experience.

You will gain an understanding of what workforce management is; why it is so important and the challenges that organisations face when trying to optimise the customer experience

We will cover:

  1. The role of workforce management
  2. Why workforce planning is so important
  3. The challenges associated with optimising the customer experience

MODULE 2: WORKFORCE MANAGEMENT 101

To lead a call centre team, it is important to understand what causes fluctuations in service levels. That means understanding the basics of workforce management.

We provide insight into the importance of workforce planning from a manager’s perspective. This includes an overview of forecasting, scheduling and real-time management empowering you as a team leader to make better business decisions.

We will cover:

  1. Forecasting- how and why historical data is analysed and the drivers that influence demand
  2. Scheduling- balancing customer service requirements and meeting service level goals with the scheduling preferences of your staff
  3. Real-time management/ Service Level Planning – strategies to optimise staffing decisions throughout the day

MODULE 3: THE POWER OF ONE

It is important for employees to understand the role they play in building customer relationships as well as impacting the overall service that is provided to customers. Everyone has a role to play and everyone is important!

Team leaders will learn how to explain the impact staff have on service level and customer experience as well as occupancy and profitability.

We will cover:

  1. The impact each individual has on the customer experience
  2. The impact on workload, occupancy and service level when staff are not where they should be

MODULE 4: WORKFORCE ENGAGEMENT MANAGEMENT

Happy staff make happy customers. In fact, academics and business leaders around the world agree that poor staff motivation and high levels of disengagement can lead to a poor customer experience – quite simply, if your staff aren’t willing to put in the effort, your customers will notice.

Therefore it is essential that team leaders are highly competent in managing engagement levels and encouraging better participation and performance.

The final module covers the strategies and techniques necessary to help your managers motivate and engage their teams.

It outlines how to motivate staff; where rewards and recognition can fit into your day-to-day process: and a number of proven techniques that can ensure your workforce engagement management initiatives are a success.

We will cover:

  1. The basic principles of staff motivation
  2. Recognition and rewards strategies
  3. Proven techniques to ensure workforce engagement success

Looking for other workforce optimisation training options?

We offer two other Workforce Optimisation courses – WFM Essentials and Real-Time WFM

Built for Online Training

This WFM for Contact Centre Team Leaders course has been specifically designed to be delivered online (e.g. Zoom, Microsoft Teams etc) over a single day.

There are plenty of breaks scheduled to enable you to stay focused and attend to any urgent matters.   

The Zoom link and electronic course workbook will be sent to all course participants the day prior to the course commencing.

The course is available for public or private delivery with the differences explained below.

Back Office Workforce Optimisation training course

Private and Public Training Options

The WFM for Contact Centre Team Leaders training course is available publicly (attend with others) or privately (just for your business) with the differences outlined below.

Public Courses

The public WFM for Contact Centre Team Leaders training course is delivered as a 1-day online course via ZOOM and tickets are available for anyone to purchase.

This is perfect for smaller numbers of employees (you can purchase a minimum of 1 ticket) so you can spread your training out for multiple employees to minimise operational impacts along with the added benefit of meeting, sharing and learning from others also on the course (this can really add to the learning experience).

The times and dates are fixed, enabling you to plan ahead – If you would like to have more flexibility on the dates, times and content, refer to our private delivery options.

View upcoming public dates at the bottom of this page!

Private Courses

Whilst the public courses can be a great solution for small numbers, sometimes you need more flexibility with the dates and times or you’d like to train entire teams, workplaces etc.

Our private courses are more cost-effective and you can also choose the dates, times and duration of the workshop to suit your business.

Private courses often enable a deeper dive into specifics about your business which wouldn’t be practicable in a public setting.

Contact us about a private course >

About Call Design 

For over 20 years Call Design has been providing Workforce Optimisation solutions for businesses as well as consulting, training, and a range of other services to improve the efficiencies of contact centres and back-office operations.

Their consultants are experts on WFM best practices.   They’ve been leaders in the Australian contact centre, retail and back-office industries since 1999 with a reputation for delivering high-quality solutions so we are thrilled to partner with them to deliver WFM courses.

Call Design Back Office Essentials course with CX Skills

Call Design is an Accredited Trainer Provider with the Australian Customer Experience Professionals Association (ACXPA) so you can be assured the training is of an exceptional standard and the content is tailored for Australian employees.

ACXPA Accredited Training Provider

Why Businesses Trust CX Skills

At CX Skills, we focus on what we do best - delivering expert-led training in customer service, customer experience (CX), contact centres, workforce optimisation (WFM/WFO), and workplace wellness. Unlike generic training providers, our courses are developed and facilitated by industry professionals with real-world experience who know what it takes to succeed.

We’re the official training partner of the Australian Customer Experience Professionals Association (ACXPA), and we’re a small business, proudly Australian-owned and operated.

Trusted by hundreds of businesses and backed by outstanding customer testimonials, CX Skills ensures your team receives training that is practical, engaging, and designed for real-world success.

CX Skills Australia Training Courses

Customer Reviews & Testimonials

Our customers love what we do! Here’s a sample of what they have to say, or you can read all our customer reviews here >

gmblogo
Excellent
CX Skills
5.0
Based on 37 reviews
See all reviews
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Christina Forbes
Thank you Justin for a fantastic course- informative and fun.
Response from the owner:Thanks Christie, super glad to hear you enjoyed the Introduction to Contact Centre Management course and that you had some fun in the process!
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Deborah Caudle
Honestly does not matter which industry you are working within, this face-to-face training for Customer Service Phone Essentials is exceptional.
Providing the Customer Service Experience to our customers is definitely achievable via using the strategies / steps that Simon Blair covers.
I entered the 3 hour training, I was not bored once, nor did my attention stray from the content and the way that this was delivered so well.
Customer Service is extremely important within any business structure, if you want your business to outshine the rest in your field, Let Simon Blair help you with this.
Book your staff into this amazing course.
Response from the owner:Oh wow thanks Deborah, what a lovely review - Simon is a great presenter and knows his stuff which is always a good combination so thrilled to hear it resonated! We take a lot of pride in building courses that actually make a difference rather than tick compliance boxes so your feedback has put a big smile on our face, thank you!
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Mav
I had the pleasure of attending a customer service training session today with trainer, Simon Blair and it was fantastic! Simon was incredibly knowledgeable, engaging, and made the session both informative and enjoyable. Their real-world examples and interactive approach really brought the concepts to life. I left feeling more confident and equipped to deliver excellent customer service. Highly recommend!
Response from the owner:Thanks Mav for the wonderful review and thrilled to hear you enjoyed the training! We'll make sure we pass the feedback onto Simon as well - he takes a lot of pride in ensuring everyone enjoys the training and importantly, that it provides skills that can be put to immediate use!
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Krsevan Petric
Highly recommend Simon, his extensive knowledge and experience makes for really engaging and fun training sessions. He has an absolute passion seeing people excel at phone and sales skills. Highly recommend! Thanks again, Chris.
Response from the owner:Thanks Chris for leaving a wonderful review for Simon and sorry in the delay in acknowleding it. Always great to hear that the passion comes through and that the training hits the mark!
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Jim Mundy
Did the introduction to contact center manager course with Justin, it was a fantastic experience

You could clearly see the passion and joy Justin had for what he was teaching and it was clear to see his experience

I really enjoyed some of the storytelling and practical examples Justin provided, it really helped tie everything together

Strongly 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 🙏
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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!
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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/
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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!
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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 🙂
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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!
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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!
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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 🙂
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Raheel Almas
Highly Recommended!
Response from the owner:Thanks Raheel, much appreciated!
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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
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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!
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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
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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!
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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!
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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
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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.
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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!
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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!
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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!
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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!
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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 🙂
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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!
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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.
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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!
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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!
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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.
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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!
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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.
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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!
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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!
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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!
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Linda P
Response from the owner:Thanks Linda, great to have you in our course!
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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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Some of the Organisations We've Trained

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Pricing and Payment Options

The one-day WFM for Contact Centre Team Leaders training course facilitated live by CallDesign is $697.00 AUD ex GST per employee.

Tickets can be purchased instantly with a credit card or you can request an invoice at checkout.

The price includes:

  • One full day of live facilitated training by CallDesign
  • Course workbook (delivered electronically)

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 >
  • Want to train your whole team or clinic? We offer volume discounts for training large teams. Contact us for customised pricing and availability.
Cost of the Back Office Workforce Optimisation training course

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Purchase tickets to the WFM for Contact Centre Team Leaders training course:

All the publicly available Workforce Management for Team Leaders courses are listed below – click on your preferred date to purchase tickets and view the exact session dates and times.

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This course is available for private bookings!

The course is also available to be delivered privately just for your employees, either onsite or online/virtually, with dates and times to suit you.

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