OmniTouch Logo

Public Seminars

Public Seminars - Singapore

Find the right seminar in the right place at the right time.

Singapore Public Schedule
To Register Online - click on the seminar that you are interested below.

Managing Difficult Situations

Date:
17/09/2010
City:
Singapore, Singapore
Who should attend:
Anyone involved in Customer situations regardless of over the phone, face to face and so on.
Objectives:

Running into a difficult situation is simply a part of the Frontline job role.  But it takes great confidence and skill to better manage these difficult situations. 

This course teaches the Frontline how to understand the root causes of difficult situations and apply the correct solution with confidence.  From learning how to negotiate through learning how to deliver a 'NO' answer with professionalism, the Managing Difficult Situations course is the ideal program to help your team members handle difficult situations with grace and style.

As with all OmniTouch Service programs, this course involves significant workshop exercises and role plays.

Full Details

CIAC Certification - Operations Management (OM)

Date:
23/06/2010 - 25/06/2010
22/09/2010 - 24/09/2010
08/12/2010 - 10/12/2010
City:
Singapore, Singapore
Who should attend:
All Contact Centre Leadership and Specialist roles including senior staff in HR, Training, IT etc
Objectives:

The Operations Management is designed to equip mid to senior management with a comprehensive understanding of the operational dynamics and key planning processes inherent in the Contact Centre environment.

This is our most popular program and represents the best source of Contact Centre operations knowledge available.  This course also prepares individual who choose to pursue the CIAC Certification examination in Operations Management.

Full Details

Certification of Excellence for Frontline (Unit 2): Service Skills for Outstanding Customer Service

Date:
22/03/2010 - 23/03/2010
07/10/2010 - 08/10/2010
City:
Singapore, Singapore
Who should attend:
All Contact Centre Frontline Representatives and Supervisors
Objectives:
OmniTouch’s flagship service course has been run in more than 20 countries worldwide across industries ranging from banking, healthcare, telecoms and classified advertising through to governmental services, technical support, nutritional supplements and spas.

The reason for the popularity of this course is due to its clear structure, delineation of key performance indicators and the opportunity for Frontline team members to practice their learnings through facilitated workshop exercises and role plays.
Full Details

Call Centre Operations Management / Essential Skills & Knowledge (ESK)

Date:
17/06/2010 - 18/06/2010
28/10/2010 - 29/10/2010
09/12/2010 - 10/12/2010
City:
Singapore, Singapore
Who should attend:
Perfect for your entire management staff, this seminar will build a solid foundation for call center excellence in your organization and your career.
Objectives:

Attend ICMI's flagship seminar and build a solid foundation for successful Contact Centre management.

You'll learn breakthrough strategies and techniques you can apply for years to come to ensure extraordinary customer service and achieve your personal goals. 

Full Details

Save the Day - Improving Customer Retention

Date:
11/11/2010 - 12/11/2010
City:
Singapore, Singapore
Who should attend:
Anyone who is involved in retention or Customer saving contacts/roles
Objectives:

This course is designed to equip Frontline team members with the skills and confidence to retain Customers who have indicated their desire to defect from the Organization.

Successful recovery stems from the ability to uncover the root causes of Customer unhappiness and apply the correct solution to 'save the day'.

Participants work through a series of structured techniques to uncover root causes and select and present the correct solution in line with organizational processes. 

Full Details

CIAC Certification - People Management (PM)

Date:
24/11/2010 - 26/11/2010
City:
Singapore, Singapore
Who should attend:
All Contact Centre Leadership & Specialist roles including senior staff in HR, Training, IT etc
Objectives:

The program is designed for mid to senior management with a comprehensive understanding of people management topics.  

This course also prepares individuals who choose to pursue the CIAC Certification examination in People Management.

Full Details

Connecting with Customers through Email / Comprehensive Email Etiquette

Date:
06/05/2010 - 07/05/2010
14/12/2010 - 15/12/2010
City:
Singapore, Singapore
Who should attend:
Anyone who send or receive Customer/Stakeholder emails
Objectives:
Email is an increasingly popular form of contact both that organizations use for both internal and external stakeholders. At the same time, the quality and consistency of emails can vary widely leading to unnecessary and costly repeat contacts, Customer dissatisfaction, errors and rework and impact on brand image.

This program is designed to equip participants with solid email interpretation skills as well as provide a robust framework for developing both new emails and responses to incoming emails. For organizations that generate revenue, we even provide a module on how emails can be used to generate interest and sales.
Full Details