Training, Certifications and Best Practices for CCNNZ Members
Unlock your full potential with exclusive programs from LearningPlanet, Integrity Solutions Centre, and COPC.
Welcome to the CCNNZ Professional Development Hub, your gateway to best-in-class training, valuable certifications, and leading industry practices in New Zealand. We’ve partnered with three global experts – LearningPlanet, Integrity Solutions Centre, and COPC – to bring you tailored programs designed to empower you at every stage of your contact centre journey.
Find your pathway to excellence
FOR CONTACT CENTRE AGENTS: BECOME A CUSTOMER SERVICE SUPERSTAR
What this program helps you with:
- Developing essential skills for your daily customer interactions.
- Building confidence in your role.
- Mastering effective communication techniques.
- Learning how to handle difficult customer scenarios.
- Gaining foundational knowledge to excel as an agent.
What you'll gain:
- Increased confidence and effectiveness in every customer interaction.
- Enhanced problem-solving abilities to provide first-rate customer experiences.
- Mastery of essential communication, empathy, and service techniques.
- A recognized digital certificate upon course completion.
- Tutor feedback and workbooks marked by an NZQA accredited assessor.
CCNNZ Contact Centre Agent Certificate Course (powered by LearningPlanet):
This course offers 12 bite-sized video modules (10 minutes each) with practical workbooks and quizzes. Topics include Customer Service Excellence, Answering the Telephone, Showing Empathy, Handling Difficult Customers, and Award Winning Emails.
FOR TEAM LEADERS: EMPOWER YOUR TEAM. LEAD WITH IMPACT
What this program helps you with:
- Developing strong coaching skills for your team members.
- Optimising your team’s overall performance.
- Managing change effectively within your team.
- Navigating difficult conversations with confidence.
- Strategies for staff retention and upskilling your team.
What you'll gain:
- Effective coaching techniques to empower and retain your team members.
- Skills to lead former peers and navigate challenging situations with confidence.
- Improved team productivity, satisfaction, and a truly customer-focused culture.
- Proven strategies for upskilling staff and dealing with change effectively.
Featured Programs
Leadership Development & Coaching (powered by Integrity Solutions Centre):
Programs focused on Coaching Excellence, Team Performance Optimisation, and “Integrity Coaching®” to build employee satisfaction and customer focus.
CCNNZ Contact Centre Team Leader Certificate Course (powered by LearningPlanet):
A 12-part course with 10-minute video modules and workbooks covering Being a New Leader, Coaching for Change, Handling Conflict, Difficult Conversations, and Delegation.
FOR CONTACT CENTRE MANAGERS: DRIVE ORGANISATIONAL EXCELLENCE. BECOME BEST-IN-CLASS
What this program helps you with:
- Providing strategic oversight for your operations.
- Benchmarking your centre’s performance against industry standards.
- Identifying areas for process improvement.
- Navigating technology adoption and integration.
- Implementing strategies for retaining valuable staff.
- Building your organisation into a world-class contact centre.
What you'll gain:
- Credible, New Zealand-centric data to benchmark your contact centre performance.
- Actionable insights into CX, employee engagement, productivity, and technology adoption trends across Aotearoa.
- The ability to identify root causes of underperformance and drive strategic improvements.
- The opportunity to shape the future of your organisation and contribute to industry standards.
Featured Programs
COPC 2025 Contact Centre Benchmarking Study:
Participate to receive free access to published results, compare your metrics with high-performing peers, and gain visibility into emerging tech like AI. COPC also offers audits for deeper analysis.
Leadership coaching certification (powered by Integrity Solutions Centre):
Develop strategic oversight and optimise team performance by focusing on key metrics and building a culture of continuous improvement. Gain leadership coaching skills to drive productivity and talent retention.
Contact Centre Manager Certificate Course (powered by LearningPlanet):
This course features 12 video modules with workbooks, covering Workforce Management and Analytics, Situational Leadership, Employee Engagement, Growth Mindset, and Project Management.
