Frontline Roles
At OmniTouch, understanding and working with Frontline team members is at the heart of our mission to enable service excellence.
The day to day reality for many Frontline team members can be challenging – angry Customers, transaction handling targets, rapid and ongoing changes in products and services and a nagging sense that their work does not make much of a difference.
At OmniTouch, we are recognized experts in operations, for both Contact Centre and Service Centre based environments.
This means we understand how organizational design, span of control, transaction types, Customer profiles, business processes and metrics can influence and shape Frontline performance.
In addition, our local, regional and global work providing Mystery Shopper and Customer Satisfaction solutions informs training content and allows us to focus in on what is most important to the Customer and the Organization.
Equipped with these essential pre-requisites, OmniTouch provides a comprehensive suite of training programs for the Frontline across channels and type of work.
We offer programs across 3 broad categories to provide Clients with an opportunity to choose a focused training intervention or develop an entire curriculum.
It is important to note that all of our programs for the Frontline can be provided as a certification option as part of the internationally recognized Frontline Certification. To learn more about Frontline Certification please click here.