January 29, 2022
Delivered online
Introduction to Contact Centre Management Training course Feb 2022

Introduction to Contact Centre Management Course February 2022

Feb 02, 2022 (12:30 PM) - Feb 03, 2022 (4:30 PM)

Introduction to Contact Centre Management February 2022 Training Course

With 75% of call centre managers starting their careers on the phones, it’s not uncommon for people to have ‘grown up’ in the contact centre. From starting on the phones, moving into a Team Leader role or specialist position, perhaps a section manager etc. before ultimately making it into the contact centre manager role.

And for the remaining 25%, most call centre managers come from other areas of the business and inherit the call centre function and then try to quickly get their head around a lot of weird acronyms, jargon and Key Performance Indicators etc.

But with no formal contact centre qualifications, degree or standards and most managers starting on the phones, it’s not surprising that most call centres simply evolve to meet the demands of your business from everything to Key Performance Indicators, processes, technology and so on.

But is there a better way to do things? For the Team Leaders and Managers that haven’t worked in many call centres or worked their way up from being on the phones, it’s really a case of you don’t know what you don’t know!

The truth is there are some fundamental practices, processes and rules that apply to best-practice contact centre management regardless of the industry sector, location, size or function of the contact centre.

And that’s what we teach in this course!

Note the course is delivered over 2 x 4-hour sessions online via Zoom.


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Event Fast Facts

This event starts in:


Event Details:

February 2 @ 12:30 pm
February 3 @ 4:30 pm
Events Category:
View Website →
Target Audience:
Emerging/Future Leaders, Team Leaders, Contact Centre Managers
Total DURATION of the Event:
8 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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