When you’re ready to exceed Employee & Customer expectations.
Our robust suite of programs addresses the Management, Team Leader & Frontline eco-systems required to excel in service & experience.
Our Programs for Mid to Senior Management & Supporting Roles
Contact Centre Operations for Professionals
The 2-day Contact Centre Operations for Team Leaders & Professionals program was designed to equip mid to senior level participants with eye-opening knowledge of what a Contact Centre ‘is’, how it ‘works’ and how to plan & manage your Centre for operational success.
This the most accessible, powerful and straightforward program in Contact Centre operations available anywhere.
Get to the heart of how to bring efficiency and breakthrough thinking to managing your Centre.
Whether you are a Director responsible for Customer Touchpoints, or new Supervisor in your Centre, we help you gain mastery of the environment.
We begin with how Wait Time metrics, including Service Level and Response Time, are the key operational drivers from which all planning & subsequent management flows.
We then address all critical Key Performance Indicators (KPIs) in the Contact Centre environment, their uses and definitions, and the important interrelationships that exist amongst the KPIs – a ‘must know’ for anyone working in or managing Centres.
We then proceed through the entire Forecasting & Staffing Process including the role of Erlang C and how to calculate manpower requirements.
In closing we discuss how an Centre can better deliver value to the three key stakeholders – namely Customers, Employees and the Organization.
People Management for Customer Experience Teams
Finally – a course in People Management designed specifically for the Contact Centre & Service industry.
We begin the course with a comprehensive overview of the recruitment, interviewing and selection process – incorporating the latest practices in ensuring that the right Team Members are selected for your organization.
In this section, we address the vital role of Knowledge, Skills, Attitude & Ability to understand & design the profile of a ‘star’ Team Member. This profile will come in handy later on when developing the job description and the performance management strategy for the Frontline job role.
Our section on Performance Management – what it means and how to ‘do it’ remains unparalleled – because of its practicality and relevance to Contact Centres & Service environments.
High frequency and high quality conversations make the difference between a successful Team Leader/Manager and one that is not so so successful. We cover Praise, Gratitude, dealing with good things, not so good things, coaching and even how to deal with situations where performance has not improved.
We close the course with a review of practical communication strategies – and understand the different types of communication styles that exist in Contact Centre & Service teams.
How to Monitor & Coach Frontline Team Members
Frontline Team Members represent the organization to its Customers and the manner in which they handle Customer contacts can make or break satisfaction, loyalty and experience. Supervisors and Quality Assurance work hard to coach their Team Members to higher levels of performance. But they face challenges related to making enough time to coach, dealing with difficult coaching situations, ensuring calibration and articulately communicating the organizations standards at a high level. This course addresses the business reasons for coaching, practical guidelines for making time for coaching, different approaches to coaching and the ‘how to’ of coaching successfully using OmniTouch’s proprietary 7-Step Coaching Process. Participants are provided with insights, templates and ideas to truly measure individual and Team Performance across both Quality and Productivity dimensions and leave this course with confidence in how to manage both the ‘easy’ and more ‘challenging’ Coaching situations.
Mastering the Six Competencies to Customer Experience Excellence
The Customer Experience Professional’s Association (CXPA) has identified six competencies for Customer experience professionals.
- Customer-Centric Culture
- Voice of the Customer, Customer Insight, and Understanding
- Organizational Adoption and Accountability
- Customer Experience Strategy
- Experience Design, Improvement, and Innovation
- Metrics, Measurement, and ROI
We designed this special 2-day workshop for Participants to work through each of the (6) competency areas to:
- Provide a strategic understanding of each competency
- Share examples, case studies and stories around each competency
- Document how the 6 competencies interrelate with each other
- Understand how to establish the business case for CX
- Address the roles & practices around Personas, Journey Maps, VOC & VOE programs
- Provide sample Quizzes in the same format as the CCXP exam
- Provide a forum for interaction, sharing and dialogue
The workshop will also include:
- Practice Quizzes for each competency domain in the same format as the CCXP exam
- Build out exercises that allow Participants to apply concepts to real-world scenarios
- Visual tools that help to reinforce learnings after the workshop is done
How to be a Great Team Leader & Manager
This course was designed specifically to equip Contact & Service Centre Team Leaders & Managers with the essential knowledge of how to lead, manage & engage their Frontline Team Members.
We begin the course with a solid definition of engagement and from this starting point, examine what engagement ‘looks like’ across a multi-generational workforce.
Engagement can be a very theoretical concept – so we introduce 5 models that show Team Leaders & Managers exactly what they can think about and do to improve engagement with their direct reports.
We continue with a thorough discussion of leadership in the service environment – and provide a solid definition and set of practices that increase impact and influence.
Team Leaders & Managers always tell us they are busy – but busy doing what?
In this section, we conduct a thorough time & motion study with Participants to understand where their working time goes – and an understanding of where their time could be better spent to achieve better outcomes.
We close out the course by examining the knowledge, skills & attitudes that sum up the work of a great Team Leader & Manager.
Managing Yourself for Professionals
The job of a Team Leader or Supervisor involves a lot of leading & managing – people, results, systems & processes the list goes on and on.
But what about managing yourself? What about the roles of emotional intelligence, stress management and leadership reflection in becoming a better Team Leader?
We specifically developed this course to recognize that Team Leaders are always in a better position to take of the needs of others when they have managed to identify and address their own needs first.
We address the ‘big topics’ allowing plenty of time for discussion and reflection – Emotional Intelligence, Stress Management, Change Management & Leadership Renewal.
By the end of our 2 days, Participants tell us they walk out refreshed and with a new understanding of how to be better and work better.
How to Design & Manage an Effective Quality Assurance Program
An effective Quality Assurance Program drives a variety of strategic objectives including enhanced Customer Experience, better Frontline Engagement, empowered Team Leaders, improved Training curriculum and innovations in Quality standards.
This course provides an incredibly structured approach to designing, implementing and continuously improving an effective Quality Assurance Program – whether your program is already in place or is brand new.
This is not a theoretical course.
Participants will be required to work through a number of logical ‘steps’ including setting a Service Vision, selecting & defining Quality standards, establishing measurement logic, designing Quality Assurance reports and communicating outcomes.
We even address the role of Transactional Coaching, Mystery Shopper and VOC as sources of input for your Quality Assurance Program.
The Participant Guide for this course is extensive and contains samples of Quality Standard definitions, Monitoring Forms, Design Checklists and more to help you with your own unique Quality Assurance Program.
One of our most popular courses!
How to Improve your Voice of Customer Program
A solid Voice of Customer program includes both intentional forms of listening – such as Surveys & Mystery Shopper – and passive forms of listening – such as listening to call recordings.
The challenge we find with VOC Programs is a lack of knowledge around the best & next practices related to intentional & passive forms of listening
So in this course we address knowledge and thinking around like –
- What kinds of Surveys to run
- Determining the frequency of Survey issuance
- Calculating sample sizes
- Writing effective Survey Questions
- Designing effective Mystery Shopper research
- Understanding the do’s and don’ts of Mystery Shopper research
- How to listen to a call to gather important VOC data
We work through several key Survey types, their frequency and best practices around each type.
We then turn our attention to Mystery Shopper research which is a powerful tool to better understand the Customer journey.
In the new world of Customer experience – listening to Customers’ needs to be more than an activity – it needs to be core competency.
Operations Management for Live Chat Teams
Today, Customers continue to turn to online or digital support for everyday needs and questions.
One of the questions that has arisen, given the wide variety of channels available today is this – does Live Chat make sense as an option for our Customers and if so, what must we consider on the journey to implement live chat into our channel mix?
Whether for sales, service or technical support, the live chat channel can fulfil many roles for the organization.
Our overall objective for this training program is to equip management-level participants with a solid understanding of the live chat channel, its business objectives, typical uses, best practices and measures of success.
It’s critical to fully understand a channel before implementing it. And part of that planning involves looking at how a new channel will impact existing channels – because this is significant impact on your operations & planning.
Whether you are currently using Live Chat and are looking to ‘tune-up’ or you are looking at implementing Live Chat, this course is designed for you.
Operations Management for Email & Correspondence Teams
While the planning & management process for Voice Calls & other Service level based contacts is well understood, we find that very few organizations have a solid handle on operational planning for their Email & Correspondence units.
That’s unfortunate because there are always efficiencies to be gained when robust planning & management processes are put into place.
This course was designed specifically to share the step-by-step process involved in planning manpower resources for a ‘Backline’ Team.
We also address staffing & scheduling practices – to help meet critical Response Time deadlines for Customers.
Using an Excel model created by OmniTouch, we work through the process so that Participants can take back their new knowledge – and the Excel model – and use it to better plan for their ‘Backline Teams’.
Telemarketing Operations Management
The Telemarketing Operations (TOM) program is designed to take participants through the entire chronological cycle of an effective telemarketing campaign.
The program begins with the Language of Telemarketing to introduce key terminology and definitions for telemarketing activities.
These definitions come into use throughout the course and participants will gain an in depth understanding of the usage of each term.
After introducing the terminology, the program moves into the planning process that takes place between the Campaign Owner (often Marketing) and the Contact Centre before a campaign launches.
To ensure that appropriate roles & responsibilities for campaign planning are understood and addressed, participants will use the Campaign Checklist template as a reference and tracking tool.
Fundamental elements in the Campaign Checklist include the type of campaign, corporate objectives, branding considerations, offer specifications and more.
Once the Contact Centre has gathered the necessary input and objectives from the Campaign Owner, the Contact Centre embarks on its internal set-up and management process.
To ensure that all Contact Centre activities are addressed, participants will use the Telemarketing Checklist.
This tool addresses Technology, Product, Process and People aspects of telemarketing campaigns and participants will learn how to calculate the number of staff required, how to measure individual and team performance, how to develop and administer incentives, what reports to use to capture market intelligence and much more.
The program ends with a study of the End of Campaign Report to provide a critical overview of the campaign’s success and key learnings to be applied to future campaigns.
A comprehensive journey that helps create success in telemarketing!
Running a Better Contact Centre
There’s a lot to know to run an efficient and effective Contact Centre.
This 2-day course was designed to equip management level Participants with the essentials they need to know to avoid costly mistakes and implement or enhance key processes.
Divided into 5 key modules and concentrated into just 2 days, we
- Operations Management
- Performance Management
- Quality Management
- Time Management
Whether you’re a veteran in the industry or a new Team Leader looking to make your mark, this course will wow you with insights, inspiration and most of all – takeaways that you can use.
High Performance Management for Contact Centres (3 days)
The objective of the 3-day High Performance Management Training program for Contact Centres (HPMT) is to provide participants with a solid understanding of the operational dynamics and processes that create an effective and cost-efficient Contact Centre.
The program begins with how Wait Time (Service Level and Response Time) are the key operational drivers from which staff planning flows.
We then progress to introducing all the critical Key Performance Indicators (KPIs) in the Contact Centre environment, their uses and definitions, along with the important interrelationships that exist amongst the KPIs.
By this point, Participants will be able to speak the ‘KPI language’ of Contact Centres fluently – with mastery of which KPIs really matter and how they all work together to achieve Centre objectives.
Next, we move into the critical planning and management processes required including forecasting, staff planning, and shrinkage calculations. We address a complete understanding of Erlang C and how to use it.
Even if Participants aren’t directly involved in forecasting & staffing they need to understand what’s involved so that they can make better decisions and help their Staff make better decisions.
We then address important lessons about the way Centres work including things like the Pooling Principle, the relationship between Service Level & Occupancy, the Law of Small & Large Numbers, the Power of One, the Law of Diminishing Returns and more.
On the third day of the program we transition out of ‘Productivity’ into Quality. Every Centre needs to meet both aspects.
In our Quality section, we look deeply at the correlation between Productivity & Quality and talk about how Quality standards are selected, standardized and defined.
We then close out the program with a powerful knowledge and skills based section on how to conduct transaction based performance coaching with the goal of developing individual Agent performance and thus raising overall performance levels for the Centre..
There is simply no better program available that helps you improve the performance of your Centre in a short time – and inspires all Participants to do better and be better too!
Our Programs for Frontline & Backline Roles
Service Skills for Outstanding Phone-based Service
Our Service Skills for Outstanding Phone-based Service course has been run in 20 countries and translated into 6 languages and was designed specifically for Contact Centre Agents who work in inbound Centres.
The reason for its immense popularity is clear – it gets to the heart of how to effectively manage a conversation with a Customer in an inbound Centre environment.
We don’t believe scripts or ‘positive words’ alone make for a great conversation. So we teach techniques, patterns and ways of looking at Customer needs that inspire Participants to take back and apply what they learn.
There is a big difference between ‘Customer Service’ training and learning how to manage calls in an inbound Contact Centre.
Whether in our 1-day or 2-day version, Participants will learn –
- Current Customer expectations for phone-based Service
- How to manage a complete conversation from beginning to end
- How to inject personality & style into each interaction
- How to get a high NPS score on phone calls
Service Skills for Outstanding Live Chat-based Service
Our Service Skills for Outstanding Live Chat-based Service was designed specifically for Frontliners who handle Live Chat conversations with Customers.
On paper, live chat seems deceptively simple – just type back responses to Customer inquiries.
But there are very specific Customer expectations related to Live Chat that make it quite different than phone or email-based communication.
In our 1-day course, Participants will learn
- The omni-channel nature of Live Chat – what it does well and what it does not do well
- Expected courtesies in Live Chat
- How to avoid driving Customers crazy with Live Chat
- How to sound personal and also use appropriate scripts & templates
- How to get a high NPS score on Live Chat
Connecting with Customers by Email
Our Connecting with Customers by Email course was designed to equip Frontline Team Members with the knowledge, skills & understanding of how to craft an email reply that is relevant, personal & effective.
For too long, organizations neglected the quality of their emails – resulting in frustration for both Customers & internal Team Members.
Email represents a complex, asynchronous form of communication – just because you can read and write doesn’t mean you can craft a great email.
In our 1-day or 2-day course, Participants will learn –
- Customer’s expectations for the email channel
- How to effectively interpret an incoming email
- How to use Tone & Content to craft a great reply
- Why sounding robotic or impersonal is backfiring
- How to ‘sell’ using the Email Channel
Service Skills for Outstanding Social Media-based Service
When it comes to serving Customers via social media channels, the ability to converse in an authentic voice really matters.
‘Corporate’ or PR speak just falls flat.
In our Service Skills for Outstanding Social Media-based Service we work with Participants to blend and balance organizational requirements with a high degree of personalization and conversation.
Focusing heavily on Facebook we also address the rising popularity of ‘private’ chat-based programs and the new service paradigms that apply to channels such as Whatsapp, Viber & WeChat.
Using Facebook communication well is at the heart of marketing & Customer Service excellence!
Managing Difficult Situations for Voice-based Service
When you work in the Frontline – and even the Backline – dealing with complaints is an expected part of the job.
And there’s no need to let unhappy Customers and challenging situations get your Team Members down.
Our Managing Difficult Situations course was designed to equip Participants with both the skills & the attitudes to understand the drivers of difficult situations and the knowledge and techniques to work through them.
In our 1-day or 2-day course, Participants will learn –
- How to categorize difficult situations appropriately
- Understand when it makes sense to speak – and when it makes sense to listen
- Craft a reply that addresses the situation
- Learn how to say NO and direct to a shared solution
- Understand when it’s time to escalate
How to Have Great Conversations with Customers & Guests - Advanced Service
In our 1-day or 2-day course, we guide Participants to identify opportunities to have more effective conversations with Guests & Customers.
Beginning, logically, with the role of Customer experience, we share what it means to deliver an emotionally engaging experience, identify opportunities for conversation, articulate powerful conversations and respond to Guest & Customer reactions.
Having effective conversations with Guests or Customers is not an innate or intuitive skill for many and it’s pointless to try and wish it into existence.
We help Participants identify which points of the ‘journey’ lend themselves to deeper levels of conversation and how to identify whether these are gain points or pain points so that the appropriate articulation can be crafted and used.
Managing Complaints through Correspondence
As with any channel of communication, we can expect Customer complaints to crop up in correspondence.
The challenge with Correspondence is that it is an asynchronous form of communication and requires strong interpretive skills.
We designed this course to equip anyone that uses email (in particular) to craft effective responses to complaints from Customers.
In our experience we find that the fact that replies are in ‘black and white’ sometimes inhibits a robust and effective response.
In this 1-day or 2-day course we guide Participants to –
- Understand how to interpret Tone & Content correctly
- Start off the email with just the right ‘level’ of recognition
- Decide which type of Solution is most appropriate
- Avoid over-apologizing which rarely helps anyone
- Understand and use 5 levels of empathy
- Say NO effectively and clearly
- Craft a response you can be proud of
Participants tell us this is the most practical writing course that they have ever attended!
Upselling & Cross-selling with Finesse
Upselling (and/or cross-selling) is a natural part of serving a Customer. In fact, we call it ‘upserving’ to highlight this point.
Whether the organizational objective is to increase the share of wallet, or increase products held per Customer, upselling can provide a significant win/win opportunity for the Organization and its Customers – in both voice & text-based channels.
In this course, we work through a complete pattern for upserving including –
- Getting your mind around upserving
- Assume the Customer wants it
- Using Relevance to get your foot in the door
- Asking for the upsell with a Benefit Statement
- Avoiding Say No questions
- How to begin with a benefit
- How to handle the topic of ‘price’
- Dealing with rejection
By the end of the program, upserving will become a natural activity!
Consultative Telemarketing for Outbound Team Members
This 1 or 2 -day course was designed to help participants improve their confidence, skills and technique to conduct outbound calls to either to existing Customers or non-existing Customers.
By design, this program is highly interactive and involves @ 10% ‘mindset’ and 90% skills and techniques with lots of practice.
We find that teaching skills in a ‘pattern-based’ approach works much better than trying to script people. Scripting tends to drain the humanity from the interaction and does not fit every situation.
When it comes to handling outbound calls it is always important to remember that the ‘flow’ of the call can go in many different directions from call to call.
We work Participants through a 5 Step Telemarketing Pattern including –
- Why using a pattern for telemarketing works
- Understanding each step in the pattern
- How to deliver a confident Introduction & Opening
- The role of Questions and how to use questioning well
- Delivering a clear Product Presentation
- Managing Objections
- Using advanced Techniques such as 10 in 10
Participants tell us that the use of techniques – and not scripts – helps to build confidence in their work selling & promoting over the phone!
Training for Persons with Disabilities
We are proud to share that OmniTouch has been appointed by Singapore agency “SG Enable” to provide Contact Centre training to persons with disabilities and help them secure employment in Singapore’s Contact Centre industry.
Working directly with SG Enable, we deliver an innovative curriculum for training participants to prepare them to join Singapore’s Contact Centre workforce.
The highly subsidized 8-day Training Program takes place at Enabling Village – SG Enable’s beautiful campus in the Redhill area of Singapore.
If you are a person with disabilities or if you know a person with disabilities that would like to consider training & employment in the dynamic Customer Service & Contact Centre industry we’d love to hear from you.
Registration for this program is not available ‘on-line’ at our website so to learn more – and allow us to help – just drop a line to firstname.lastname@example.org!
Stress Management for Frontline Team Members
The word ‘stress’ is so engrained in our daily conversations and work that sometimes it is difficult to step back and ask yourself – what exactly IS stress, where does it come from and how I can I better manage it in my own life?
In this course we examine stress and how to better manage it from the perspective of anyone who works in the Service industry. Dealing with Customers & Clients – whether internal or external – presents its own unique set of stress factors.
Participants work through a solid understanding of stress, its biological origin, ways to classify stress and most importantly, understand how to bring better self-management skills into dealing with your own personal stress – whether at work or in your personal life.
As Customer expectations keep going up and channels of communication proliferate – it’s nice to know that you can handle it!
The Dynamic Contact Centre
Organizations that equip their Contact Centre team members with a solid understanding of the Contact Centre business environment, value contribution and unique terminology benefit from increased employee morale, better decision making at the Frontline level and more effective change management.
The Dynamic Contact Centre course is designed to educate Contact Centre Agents what a Contact Centre ‘is’, how it ‘works’ and the value contribution it brings to all stakeholders.
In addition, we address a broad range of terms acronyms and measures of success so that Agents feel invested in the industry and can fluently speak ‘Contact Centre’ at work.
Most companies miss out on training their Agents on what a Contact Centre ‘is’, how it ‘works’ and the value it brings – and that’s not only a big mistake but a missed opportunity.
Understanding the Customer Experience
Contact Centres and Service Centre environments represent unique operational environments driven by forces such as random contact arrival, queue behavior and Customer tolerance.
In the first half of this course we cover the operational dynamics that exist in Contact Centres/Service Centres and how these dynamics impact Agent metrics and service delivery.
All Agents should speak ‘fluent operations’ and feel invested in their Centres.
In the second half part of the course, we shift our focus to defining and measuring Customer expectations, Customer experience, satisfaction & loyalty.
Agents are always in a better position to deliver a better Customer experience when they understand what that means – and how it compares and links to concepts of loyalty, trust & satisfaction.
Equip your Agents with a solid grounding in Customer experience and watch their performance improve!
Our Programs for Service Transformation
Customer Excellence in a Changing World – for the Backline
The world is changing rapidly.
Customer Service isn’t enough – now it’s about Customer experience.
But achieving Customer experience isn’t the job of the Frontline – it’s the job of the entire Organization – and that includes functions such as IT, Finance, Marketing, HR, Procurement, Regulatory, Legal, Engineering, Technical and more.
In our experience, these folks have rarely – if ever – had the opportunity to come together and share, learn and discuss how to make their organization a better place.
From breaking down barriers working with each other and the Frontline, as well as discovering new opportunities to change for the better, folks working in the Backline have a huge role to play in cultural transformation.
Packed with inspiration, insight and impact, we recommend that this course be customized to your Organization and the work of your Backline for maximum impact.
It’s time that your Backline share in your Customer experience vision!
Customer Excellence in a Changing World – for the Frontline
The world is changing rapidly – with significant impact on the Contact Centre & Service Management industry.
Customer Service isn’t enough – now it’s about Customer experience.
In a time of rising Customer expectations, rapid changes in how Customers find, think about and interact with us – and others – the demands on Frontline professionals have changed.
This very special course was specifically designed to share the values, principles and background for what is happening today – and how that directly impacts the work of the Frontline.
Much of the ‘floor’ is handed over to Participants – what can they do to bring values to life – and equally important – what is potentially holding them back.
Packed with inspiration, insight and impact, we recommend that this course be customized to your Organization and the work of your Frontline for maximum impact.
It’s time that your Frontline shine as the beacon of Customer experience in your organization!