OmniTouch Frontline Contact Center & Customer Service Training

Our Training Programs — Frontline Contact Center & Service Training

Frontline Employees are the human connection between the Customer and the brand.

Every conversation — whether it happens over the phone, face-to-face, by email or chat — shapes how Customers perceive your organization.

This article is part of our Essential Guide to OmniTouch Training Programs.

Being Human Isn’t Enough – Now We Need the “Best Human”

It’s almost certain that many Customer interactions won’t be handled by a human being anymore. That’s reality.

But when the moment involves one human being talking to another — in a conversation — those interactions demand even higher levels of skill and commitment.

Being “human” isn’t enough. There are plenty of less-than-stellar human conversations going on out there.

It’s time to rethink what “human service” means. And aim for “the best human service”.

Our Focus Areas for Frontline Training

We started our company over 25 years ago with two Frontline training programs.

Over the years we’ve grown that into a full suite of Frontline programs.

Here are our areas of focus:

Customer Communication Across Channels

We teach communication with a focus on service and sales skills for

Phone
Email
Chat
Social media
Face-to-face

And our Mystery Shopper work provides us with endless stories and examples to share with Participants.

If you’re shaping service language, here are two articles you may like:

How to Manage Difficult Situations

When life gets tough for a Customer, they want to talk to a human being.

We provide Customer Service professionals with practical tools around self-awareness, empathy, and clear communication.

All designed for the tough conversations that happen in every environment.

Here’s an article on What Service People Can Learn from “The Princess & the Pea”.

Operations, Quality & Self-Leadership

Frontliners perform better when they understand the dynamics of their workplace.

We teach Operations so they understand how Center dynamics, metrics, and capacity planning processes influence their daily work.

And we teach them Quality so they understand what goes into defining quality, how coaching works, and how to bring quality to life.

People also want to learn how to work better.

So we provide training programs around self-leadership, emotional intelligence, stress management, and mindset approaches that support sustainable performance.

What Makes OmniTouch Different

If you want Frontline skills training to resonate with the people who actually do the work, you need deep insight into what their work is really like.

Many of these professionals have spent years on the front lines, and they ask smart questions — which means the Trainer has to know what they’re talking about.

We come from the industry, we’ve run Centers, helped Clients set-up their Centers and have trained Frontline professionals all over the world for more than 25 years — with rave reviews.

This Overview

This article is designed to give an overview of what we cover in our Frontline Contact Center & Customer Service Training. For further information:

The Essential Guide to OmniTouch Training
Contact Center Management Training
Customer Experience Training
Our upcoming Public Courses
For enquiries — just drop us an email

Thank you for reading!

I regularly share stories, strategies, and insights from our work across Contact Centers, Customer Service, and Customer Experience. If this resonates, I’d love to stay connected.

You can drop me a line anytime, or subscribe via our website.

Daniel Ord
[email protected]
www.omnitouchinternational.com