Contact Centre Management Training

Managing a customer support team, call centre, sales team or leading a customer experience transformation across your business has never been more challenging. 

It was already hard enough trying to balance leadership skills, technical skills, stakeholder management skills, customer management skills and so on, and that was before the COVID-19 crisis hit, forcing leaders to pivot quickly to changing business conditions, working from home arrangements and so on. 

Now, contact centre managers are dealing with the rapid introduction of AI solutions, along with the challenges of keeping employee engagement high (especially with remote employees), attracting and retaining employees, and so on. 

But despite all that, there are best-practice contact centre management skills that apply no matter what size your call centre is, what functions it supports, what industry you are in etc.

Why Investing in Contact Centre Management Training Matters

According to the latest Australian Contact Centre Best Practice report, 75% of contact centre managers in Australia started on the phones, so it's not surprising to learn they often aren't equipped with the skills required to be successful. 

There are industry best-practices that apply to all contact centres, along with common contact centre KPIs, workforce planning principles such as Erlang Calculations that all contact centre managers should be aware of. 

And its clear that contact centre management training is needed. 

Each month, the Australian Call Centre Rankings are published and it's glaringly obvious that many call centre managers have not received adequate training to deliver efficient call centre operations for their company.

Online contact centre management training enables you to tap into local and global experts and rather than spend a full day (or days) away from the office, many of the online training contact centre manager courses are now split over multiple sessions enabling you to pace your learning over a longer period so you can balance your workload.

Training can still be delivered in groups or one-to-one depending on the training required. 

Search Contact Centre Management Trainers for Australia

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