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September 19, 2020

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Contact Centre Management Fundamentals – Oct 2020

October 13 @ 1:00 pm - 5:00 pm

$1697

Learn global best-practice contact centre management skills

This comprehensive October 2020 Contact Centre Management Fundamentals course delivers 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 back to Australia albeit this time in an online capacity given the COVID travel restrictions.

Daniel is a world 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 that you learn.

This is not a theoretical course – 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 (class of 2019)

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 (class of 2019)

In this course you’ll learn how to: 

  • IMPLEMENT A CUSTOMER SERVICE VISION, MANAGE QUALITY AND CONDUCT EFFECTIVE COACHING.
  • FORECAST STAFF 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 13th October, 2020 – 1:00pm to 5:00pm AEST
  • Module 2 – Tuesday 14th October, 2020 – 1:00pm to 5:00pm AEST
  • Module 3 – Wednesday 15th October, 2020 – 1:00pm to 5:00pm AEST
  • Module 4 – Friday 16th October, 2020 – 1:00pm to 5:00pm AEST

 

Learn more on the CX Skills website > 

Event Details:

Date:
October 13
Time:
1:00 pm - 5:00 pm
Cost:
$1697
Events Category:
Website:
View Website →

Venue for the Event

Virtual/Online

Event Organiser

CX Skills
Phone:
+61 3 9008 7287
Email:
hello@cxskills.com.au
Website:
https://cxskills.com.au

Additional Information

Target Audience:
Emerging/Future Leaders, Team Leaders, Contact Centre Managers, General Management, Executives
Total DURATION of the Event:
16 Hours
Total number of SESSIONS:
4
LENGTH of each session:
4 Hours

 

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