The Essential Guide to OmniTouch Training Programs

OmniTouch Training Programs — Contact Centers, Frontline Service, and CX

Superb Contact Center performance, great Frontline service, and measurably better Customer Experience don’t happen by chance.

That’s where OmniTouch training comes in.

Welcome to our Essential Guide to OmniTouch Training Programs — a high-level overview of our training programs — designed to help Contact Center, Service, and CX professionals perform better in the real world.

OmniTouch Training Programs Cover Three Customer Domains

We organize our training into three distinct but interconnected domains:

Together, these three domains form the foundation of our training curriculum and reflect the core capabilities we help organizations build.

Contact Center Management & Team Leader Training

Our Contact Center Management & Team Leader training covers four vital areas of know-how:

Operations — understanding dynamics, capacity, metrics, workforce management, and how it all impacts both our people and our Customers.
Leadership & People — understanding the full scope of the Team Leader role and developing the conversations, expectations, and engagement practices that bring out the best in people.
Quality & Coaching — building and refining quality programs that align service standards, measurement, calibration, and coaching practices to your Customer Service Vision.
Customer Experience — helping Customer professionals understand the vocabulary, practices, and their role in organizational Customer Experience, so they can both grow and contribute better through the work of their Teams.

We provide separate courses for Management roles and for Team Leader roles.

Management-Level Programs

For Contact Center Managers and senior leaders, we offer in-depth programs that deepen capability, including:

Contact Center Management Fundamentals
How to Design a Quality Assurance Program
Customer Experience Management
Employee Experience Management

The Team Leader Training Series

For Team Leaders, we offer a complete Team Leader Training Series for Contact Center & Service Teams designed specifically for the Team Leader role:

Operations Management for Team Leaders
Quality Management & Coaching for Team Leaders
Leadership & People Management for Team Leaders
Customer Experience Management for Team Leaders

We’re practitioners.

We began our work in the Contact Center industry — and participants around the world consistently tell us our Management and Team Leader programs are the best they’ve ever attended.

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:

Customer 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.
Emotional Intelligence & Stress Management — to feel and perform better in a job role of increasing responsibility and change.
Sales Skills — including how to upsell & cross-sell as well as conduct outbound sales calls.

Customer Experience Training

Customer Experience is a business discipline.

People do better when they realize that and take it seriously.

Our deep dive CX training equips professionals with understanding and structure — so that they can help the Customer and the Organization do better.

Our CX training covers:

CX Architecture & Design — lifecycle vs. journeys vs. touchpoints — and how to use each.
CX Management & Strategy — definitions, hierarchies, and strategy practices.
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.
Change Management — Why CX is primarily a change-management program, and what it takes for it to be successful.
CCXP Exam Preparation — for individuals who choose to pursue international certification.