May 13, 2022
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Delivered online
March 2022 Contact Centre Managers Online Course for Asia Pacific

Contact Centre Management Fundamentals (March 2022)

Mar 01, 2022 (1:00 PM) - Mar 04, 2022 (5:00 PM)

Learn global best-practice contact centre management skills

This comprehensive March 2022 Contact Centre Management Fundamentals course teaches you global best-practice contact centre strategies to improve the performance of your contact centre operations.

We’ve again secured Daniel Ord, from OmniTouch International to deliver his most popular course over 4 x 4-hour live online training sessions.

Daniel is a global leader when it comes to contact centre training and he brings his wealth of experience and extensive qualifications to show you how you can transform your own contact centre operations regardless of the industry or size.

Not only will you learn the leading contact centre management strategies to empower your team to generate more sales and /or enhance customer satisfaction, but you’ll be equipped with the practical skills you need to implement everything you learn regardless of the size of your contact centre operation or the industry you operate in.

This is not a course packed full of only theory – it will provide you with real skills and knowledge you can immediately implement effectively into your contact centre to improve performance. 

It is one of the best courses I have done in my career. It was all so relevant and logical. My challenge now will be ‘where to start’! It was great meeting everyone and hearing their stories too. – Christine Stuart, Capability Manager, Contact Centre Branch, Water Corporation 

I thoroughly enjoyed the course and for me personally, I rank the course as the best one I have done throughout my career. – Clare Hagioglou, Senior Systems Officer Customer Service, Customer & Digital, City of Casey 

In this course you’ll learn how to: 

  • Implement a Customer Service Vision, Manage Quality and conduct effective coaching.
  • Forecast workload to maximise efficiency
  • Calculate and manage call centre budgets
  • Effectively measure staff performance
  • Understand Key Metrics, how they work and which ones to use in your centre.


This course will be delivered on:

  • Module 1 – Tuesday 1st March 2022 – 1:00 pm to 5:00 pm AEST
  • Module 2 – Wednesday 2nd March 2022 – 1:00 pm to 5:00 pm AEST
  • Module 3 – Thursday 3rd March 2022 – 1:00 pm to 5:00 pm AEST
  • Module 4 – Friday 4th March 2022 – 1:00 pm to 5:00 pm AEST


This is one of our most popular courses with thousands completing the course across the world so don’t miss your chance to improve your contact centre management skills.

If there was only one course you ever did to learn how to manage a contact centre this would be it!




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Event Fast Facts

Event Details:

March 1 @ 1:00 pm
March 4 @ 5:00 pm
Events Category:
View Website →
Target Audience:
Emerging/Future Leaders, Team Leaders, Contact Centre Managers
Total DURATION of the Event:
16 Hours
Total number of SESSIONS:
LENGTH of each session:
4 Hours

Venue for the Event


Event Organiser

CX Skills
+61 3 9008 7287
View Event Organiser Website

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