March 2025 Contact Centre Management Fundamentals
3 weeks ago
March 2025 Contact Centre Management Fundamentals
The Contact Centre Management Fundamentals March 2025 course will be delivered online/virtually via Zoom from the 18th to 21st of March 2025 from 12:30 to 16:30 AEDT (Melbourne, Australia) each day.
Cost: $1,897.00 AUD ex GST
The Contact Centre Management Fundamentals course has an average rating of 5.0 out of 5 stars
Course OverviewThe March 2025 Contact Centre Management Fundamentals training course teaches global best-practice contact centre operations to improve the performance of any inbound contact centre regardless of the size, location or industry of your contact centre.
Not only will you learn the leading contact centre management strategies to empower your team to improve performance with efficiency, but you'll also be equipped with the practical skills you need to implement everything that you learn, delivering an immediate return on your investment.
This course is completely agnostic – it is not associated with any vendors or consulting groups, so it doesn't matter what your contact centre technology platform is.
Facilitated by international expert Daniel Ord, this is the gold standard for contact centre management training across the world.
Course SuitabilityThe Contact Centre Management Fundamentals training course will benefit anyone who wants to understand the fundamentals that apply to all inbound contact centres, including roles such as:
- A current Team Leader preparing to move into a more senior contact centre leadership role (i.e. Senior Team Leader, Operations Manager, or Contact Centre Manager).
- A current contact centre manager looking to acquire global best-practice contact centre management skills.
- A current contact centre manager who has learned on the job and has never had any formal contact centre management training.
- A newcomer to contact centre management who needs to equip themselves with the skills to manage the centre effectively.
- A senior executive who has assumed accountability for the contact centre channel.
In this course, you'll gain global best practices that will enable you 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.
The dates and times for this course are fixed:
- Day 1 – Tuesday, 18th of March, 12:30 to 16:30 AEDT
- Day 2 – Wednesday, 19th of March, 12:30 to 16:30 AEDT
- Day 3 – Thursday, 20th of March, 12:30 to 16:30 AEDT
- Day 4 – Friday, 21st of March, 12:30 to 16:30 AEDT
The course is highly interactive, and Daniel Ord is renowned for his engaging delivery style.
What You'll Leave WithUpon completion of this course, you'll be able to:
- Unlock the complete forecasting & staffing process, including how to calculate a labour budget.
- Learn which metrics matter the most for each role in your centre.
- Understand the interrelationships between key metrics and how to interpret results.
- Enhance efficiency and quality within your contact centre.
- Develop new confidence as a contact centre manager.
Don't miss out on this opportunity to equip yourself with global best-practice contact centre management skills
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