Contact Center Dynamics Pty Ltd - CCD

Desiree Lang is the owner & founder of Contact Center Dynamics Pty Ltd (CCD)

Her career spans 30 years during which time Desiree has worked at a senior level in book distribution, catalogue retail and ultimately finding her niche in skills development & education as people development is her passion!

After 15 years of working in book distribution culminating in her role as Operations Director, Desiree made the move to work in contact centre operations for 7 years. Her role as Senior Manager-Customer Services Incoming tasked her with strategically managing the incoming contact centre dealing with all incoming methods of client contact, total staff of 400 across 4 departments. After 2 years in this role, she was appointed to the challenging role of Senior Manager–Telemarketing to bring a quality sales focus to the large outbound sales team, +-200 staff across 3 shifts.

She has an excellent track record of developing her staff – quite a few even going on to start their own companies…

Whilst in this position, Desiree had the opportunity to take up the offer to work with a leading contact centre strategist and join the team of management consultants handling specialist consulting & training, as well as project management of learnerships in 2004.

Desiree has consulted & trained staff nationally in many different contact centres in business sectors including international airlines, car rental, cold storage, disability recruitment, financial services, government, insurance, international BPO, manufacturing, motor industry, recruitment, retail and security.

Registered as a constituent Assessor & Moderator with the Services SETA, as well as having successfully completed tertiary studies in Marketing Management & Professional Sales at Damelin. She will be doing her B.Comm Honors degree at UWC through the RPL bridging process.

Desiree’s style of facilitating & training is practical, fun and interactive. Delegates can be assured of having case studies shared, application of knowledge and skill covered, being challenged to bring passion into their roles and they will be left with a lasting impression of spending time with an industry professional who fully embodies people development.

Delegates and learners keep in contact with her after the training. Winner of 3 contact centre industry awards between 2008 & 2011 as “Trainer of the Year” for successful projects!!