Great CX Professionals connect business strategy to human experience.

They deepen their understanding of the five core competencies of the CXPA framework and become trusted changemakers within their organizations.

This course combines practical CX management tools with exam-focused insights to help participants lead CX with confidence and, for those who wish to, prepare for the Certified Customer Experience Professional (CCXP) exam.

Contact Center Management Fundamentals brings the Contact Center to life — showing Managers exactly how the operation works, why it works, and what they can do to make it work even better.

Participants dive into the essentials: forecasting and staffing, real-time management, quality and coaching, metrics, and the levers that shape both performance and the Customer experience.

They’ll quickly see how smart decisions ripple through Service Level, team energy, and day-to-day culture — and what effective Managers consistently do to keep everything on track.

This course is built for Managers who want clarity, confidence, and practical tools to lead a high-performing Contact Center that delivers for both Customers and the business.

This two-day course gives Managers a practical framework for understanding and improving the end-to-end Employee Experience. Participants learn how culture, leadership behaviors, systems, and daily practices shape performance, engagement, and retention. By understanding how EX really works — and how to influence it — Managers create conditions where people can do their best work and grow.

How to Design a Quality Assurance Program energizes Managers to build a QA approach that truly elevates performance — not just measures it.

Participants learn how to define the service experience they want Customers to feel, then translate that into clear standards, scoring models, and calibration routines that actually drive behaviour.

They’ll see how great QA connects coaching, culture, and continuous improvement — and why the best programs are built to support people, not police them.

By the end, Managers know how to design a modern, effective QA program that boosts consistency, strengthens team capability, and helps Customers experience the difference every single day.

Outbound Centers operate very differently from inbound Centers.

Participants learn how to manage every aspect of an effective outbound campaign — from design requirements and metrics to key reports and team leadership.

Our practical approach comes from years of hands-on experience launching and running outbound campaigns in a BPO environment.

Great cultures don’t happen by chance — they’re built through leadership, belief, and action.

Participants learn how to translate company purpose into employee behaviors, align leaders around CX values, and nurture a workplace where great experiences thrive.

We also cover what holds culture back — and ideas to overcome barriers.

This program helps organizations evolve from CX as an idea to CX as a living, breathing culture that shapes everyday decisions.

How to Design a Mystery Shopper Program gives Managers a clear, confident path to creating Mystery Shopper Research that actually delivers insight — not just scorecards.

Participants learn the full 7-Step Design Process: defining what they want to learn, crafting scenarios that bring performance to life, selecting the right Mystery Shoppers, and choosing Performance Standards that separate compliance from true calibre.

We also explore the “Magic 20%” — the unexpected insights that great programs reveal and that often make the biggest difference to Customer Experience.

By the end, Leaders know how to design a modern, reliable, insight-rich Mystery Shopper Program that improves service, strengthens culture, and actually helps people perform better.

This course gives Team Leaders a clear understanding of how Contact Center operations work — and how their daily actions influence Employee wellbeing, performance and Customer Experience.

Participants learn what core metrics like Service Level, Occupancy, Adherence and Quality really mean, how to read operational data with confidence, and what to do when performance starts to slip.

They also see how forecasting, scheduling, adherence, and occupancy connect together, helping them make better decisions in real time and support their people more effectively.

The result is greater clarity, stronger operational judgment, and a deeper ability to contribute to a well-run, Customer-focused Center.

Quality doesn’t happen by accident — it happens by design.

This course gives Team Leaders a clear, practical approach to defining the kind of service they expect, turning that definition into usable standards, and then coaching their people to bring it to life.

Participants learn how to interpret and apply quality standards, monitor interactions consistently, and use calibration to ensure fairness.

Most importantly, they learn how to coach for quality in a way that builds trust, lifts performance, and strengthens the relationship between Team Leaders and their Frontline Team Members.

It’s a hands-on, confidence-building course that helps Team Leaders turn “quality” from an abstract concept into everyday practice.

Most people step into the Team Leader role because they excelled on the frontline — then discover that leading others calls for a new set of skills.

In this course, Team Leaders learn how to build confidence, trust, and engagement across their teams.

They explore what great leadership looks like in a Contact Center or Customer Service environment — and how to bring it to life through everyday conversations, development, and coaching.

This course gives Team Leaders a clear and practical understanding of Customer Experience — what it is, why it matters, and how it shows up in daily operations.

Participants learn how CX strategy, Voice of the Customer, and key metrics work together.

They also explore how frontline leadership directly shapes customer perceptions and business outcomes.

By the end, Team Leaders know how to translate CX concepts into coaching, quality conversations, and improvements that reduce friction and strengthen the Customer Experience.

Mastering Great Phone Conversations energizes Frontline Team Members to deliver effective, confident, and genuinely helpful service over the phone.

Participants dive into the top Customer expectations today — Respect, Expertise, and Solution — and learn how to deliver all three using OmniTouch’s powerful 4-Step Pattern: Greet, Listen, Control, and Solution.

They practise tone of voice techniques, meaningful empathy, smart questioning, and the transition phrases that keep conversations flowing.

They also learn how to present solutions clearly, personalize naturally, choose better words, and use etiquette that strengthens trust.

By the end, Participants handle calls with clarity, warmth, and professionalism — sounding human, not scripted — and creating real value for Customers on every call.

Connecting with Customers through Email helps Frontline Team Members write emails that are clear, human, and genuinely impactful.

Participants dive into a practical Email Framework that makes writing faster and easier — starting with how to interpret the Customer’s tone, intent, and journey before crafting a single sentence.

They learn how to open strong, choose words that build trust, add the right level of empathy or affirmation, and avoid the negativity that can slip into written communication.

The workshop also builds confidence in structuring messages using the inverted pyramid, simplifying language, handling difficult topics, and saying “no” professionally with the UNER(R) method.

By the end, Participants write emails that feel personal, positive, and helpful — every time.

Mastering Great Live Chat Conversations gives Frontline Team Members the skills and structure they need to deliver fast, clear, and human conversations through the Live Chat channel.

Participants explore what makes Live Chat unique — from Customer expectations and productivity measures to tone choices, wait-time management, and the balance between free-form writing and canned responses.

They learn OmniTouch’s 10 Golden Rules for Live Chat as well as a practical 4-Step Process (Greet, Listen, Control, Solution) that brings consistency, warmth, and professionalism to every chat.

The workshop also builds confidence in positive word choice, empathy, clarification, etiquette, and handling enquiries, problems, or even “no” situations with clarity and care.

By the end, Participants can deliver Live Chat conversations that are efficient, friendly, and genuinely helpful.

How to Succeed in Omnichannel Service helps Frontline Team Members build the understanding, mindset, and skills needed to handle multiple Customer channels with confidence and clarity.

Participants learn what a blended-channel environment really is, why organizations are shifting to it, and how it benefits Customers, Employees, and the Organization (the C-E-O model).

They explore OmniTouch’s 4-Step Pattern — Greet, Listen, Control, Solution — and learn how to adapt it across phone, email, live chat, video, and social media in a natural, professional way.

The course also covers channel-specific Golden Rules, positive language, empathy, consultative skills, and the psychology of switching channels throughout the day.

By the end, Participants know how to deliver consistent, human, high-quality service — no matter which channel the Customer chooses.

How to Manage Difficult Customer Situations shows Frontline Team Members how to stay steady, human, and effective when conversations get tough.

Participants learn to quickly identify whether they’re dealing with an abusive, irritating, or unhappy Customer — and why that clarity changes everything.

They practise a practical inbound pattern: letting people speak, recognizing emotion, using Human Touch and Humanity, and confirming key details so the Customer feels genuinely heard.

The course also builds skill with six real-world solution types, including how to clarify without sounding bureaucratic, say no using the UNER(R) method, negotiate fairly, and escalate with confidence.

By the end, Participants can defuse tension, communicate with maturity, and guide difficult situations toward better outcomes.

Emotional Intelligence for Everyone teaches Participants how to understand themselves better and work more smoothly with the people around them.

Participants explore the core EI abilities that make everyday interactions easier: self-awareness, recognizing emotional triggers, managing reactions, reading others’ emotions, perspective-taking, empathy, and navigating difficult moments with maturity.

Through practical tools, reflection, and real examples, the course shows how EI strengthens communication, reduces friction, and supports well-being in fast-paced environments.

By the end, Participants can respond thoughtfully, adapt gracefully, and create more positive, productive interactions every day.

Stress Management for Everyone helps Participants understand what stress really is, where it comes from, and how to manage it with more clarity and control — at work and in life.

Participants explore the unique stressors that arise when working with people, including difficult behaviours, high expectations, and emotionally charged situations.

They learn practical ways to recognize their own stress triggers, understand the biology behind stress, classify different types of stress, and choose the right coping strategies for each.

The course also covers cognitive reframing, levels of control, and simple techniques to stay grounded during acute or ongoing stress.

By the end, Participants know how to reduce pressure, protect their well-being, and show up with more steadiness every day.

How to Upsell and Cross-sell teaches Participants how to recommend the right products and services in a way that feels natural, confident, and genuinely helpful.

Grounded in OmniTouch’s upserving philosophy, the course reframes selling as part of great service. Participants learn how to spot opportunities, use Relevance to open the conversation, and deliver strong Benefit Statements that make sense to the person in front of them.

They also practise avoiding “Say No” questions, handling price concerns, responding to objections with ease, and using service behaviours to increase acceptance.

By the end, Participants can recommend solutions smoothly and professionally — creating win–win outcomes for both the organization and the people they serve.

Consultative Selling for Outbound Calls gives Participants the confidence, structure, and conversational skill needed to handle outbound sales calls naturally and professionally — without sounding scripted.

Grounded in OmniTouch’s pattern-based approach, the course introduces a practical 5-Step Telemarketing Pattern that guides every call: crafting strong introductions, opening with relevance and value, asking smart qualifying questions, presenting benefits that fit the Customer’s needs, and closing with clarity and confidence.

Participants also learn how to navigate gatekeepers, handle different call flows, respond to objections, and recognize buying signals that aren’t always obvious.

By the end, they can conduct outbound calls that feel consultative, human, and effective — increasing conversions while still delivering a positive experience for the people they contact.

This practical one-day course introduces Frontline professionals to the fundamentals of Contact Center operations — from service level and occupancy to their own performance metrics. Participants learn the ‘why’ behind the metrics, processes, and decisions that shape their daily environment. When Frontline people understand these operational foundations, they grow faster and contribute more effectively.

This practical one-day course helps Frontline professionals understand why quality matters so much — for Customers, for the organization, and for their own growth. Participants learn how quality management works, what good coaching looks like, their role in coaching, and how it all supports consistent, high-quality conversations. With this understanding, Frontline people improve their performance and develop more confidently in their roles.

Everyone’s Role in Customer Service shows people across the organization how everyday choices — a word, a tone, a moment of effort — shape how others experience working with them.

Participants learn practical skills they can use immediately: choosing clearer, kinder language; sounding helpful instead of hurried; anticipating needs before problems arise; and following through in a way that builds trust.

They explore how intentional behaviours reduce friction, make collaboration easier, and help colleagues and Customers feel supported.

By the end, Participants understand that great service isn’t a department — it’s a way of working. And they leave with simple, actionable habits to create more positive, respectful interactions every day.

Everyone’s Role in Customer Experience shows people across the organization how their daily work — whether or not they ever speak to a Customer — shapes how Customers feel about the brand.

Participants get a clear, practical understanding of CX: how expectations form, why emotions drive decisions, and how Customers experience journeys rather than isolated interactions.

They discover how small choices in processes, communication, and internal handoffs can either enhance or erode the Customer’s experience — and why aligned teamwork matters as much as individual effort.

By the end, Participants see their role through a CX lens and understand how CX principles can be brought to life in their everyday work.