Superb Contact Center performance, great Frontline service, and measurably better Customer Experience don’t happen by chance.
That’s where OmniTouch training comes in.
OmniTouch Training Programs Cover Three Customer Domains
- Contact Center Management Training
- Frontline Contact Center & Customer Service Training
- Customer Experience Training
Within each domain we provide different training programs — with over 20 meticulously-designed training programs in all.
Contact Center Management Training
Our Contact Center Management training covers four vital areas:
- Operations — dynamics, capacity, metrics, workforce management, and how it all impacts both our people and our Customers.
- People — hiring, coaching, motivating, and how to have great conversations with the individuals who power the Center.
- Leadership — specific skills and know-how for Team Leaders and Managers to inspire their people to achieve shared Contact Center goals.
- Quality — building and refining quality programs that align service standards, measurement, calibration and coaching practices to your Customer Service Vision.
We came up through the Contact Center industry — and participants around the world tell us our Contact Center management training is the best training they’ve ever had, on any topic.
Frontline Contact Center & Customer Service Training
We’ve developed a comprehensive training curriculum just for Frontline Team Members.
And with respect and humor we help Frontline folks deliver service that’s professional, empathetic, and consistent across touchpoints.
Our Frontline training covers:
- Communication Skills Across Channels — phone, email, face-to-face, chat, and social media — we teach them all. And it clearly makes a difference that we are Contact Center experts and not just generic ‘Customer Service’ trainers — your people can tell.
- Managing Difficult Customer Situations — helping people develop self-awareness and specialized communication skills to better navigate those difficult conversations.
- Understanding Operations, Quality & Personal Development — people do better when they understand the dynamics, metrics and processes behind the work they do. And we’ve found that Frontline folks love love to learn Operations, Quality, and how to be and do better at work.
Customer Experience Training
Customer Experience is a business discipline. People do better when they realize that and take it seriously.
Our CX training equips professionals with understanding and structure — so that they can help both the Customer and the Organization do better.
Our CX training covers:
- CX Management & Strategy — definitions, hierarchies, and strategy practices.
- CX Architecture & Design — lifecycle vs. journeys vs. touchpoints — and how to use each.
- Research & Insights — Quantitative and Qualitative research and what to think about.
- Experience Design — understanding how Human Centered Design works.
- CX Metrics — understanding the metrics available and how to design a metrics hierarchy.
- Culture & Governance — bringing a culture designed around Customers to life.
- Values & Culture Transformation – to help organizations inspire positive change in their people.
- CCXP Exam Preparation — for individuals who choose to pursue international certification.
Choosing the Right Program
We’re happy to help Clients select the right program to meet their goals. And when relevant, our courseware can be tailored. We also sell our courseware to Clients from time to time.
To see a simple list of our training programs simply visit Our Services
The Overview of What We Teach
This article is designed to give an overview of what we cover in our training programs. To view specific information about our training content just visit the relevant link below:
- Contact Center Management Training
- Frontline Contact Center & Customer Service 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
