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Our Courses

by OmniTouch International

When you’re ready to exceed Employee & Customer expectations.

Our robust suite of workshops addresses the Management, Team Leader, Frontline & Backline eco-systems required to excel in Contact Centres, Customer Experience & Customer Service.

Our Workshops for Mid to Senior Management

High Performance Management for Inbound Contact Centres

Our 2-day High Performance Management for Inbound Contact Centres was designed to equip both experienced and new-to-the-job Contact Centre management with the know-how to run more efficient and effective Centres.

We’ve learned that experience alone doesn’t equate to mastery in the Contact Centre environment and that experience combined with solid ‘know-how’ makes all the difference in Centre performance.

We begin at the beginning with Customer Wait Time – with a thorough review of Service Level, Wait Time metrics and what success looks like for your Centre.

Service Level, Abandonment Rate, Response Time, Average Speed of Answer and Longest Wait Time are highly interrelated but often misunderstood. We even cover how to read the ‘readerboard’ so that everyone knows when to ‘react’ to changes on the floor and when everything is fine and in order.

In our second module we define how to measure Staff performance – at all levels.

Quality, First Contact Resolution, Occupancy, Adherence to Schedule, Average Handling Time. We define the right way to measure both productivity & quality at the Agent level, the Team Leader level and the Management level. You’ll know exactly ‘who’ to hold accountable for ‘what’ in the Centre.

We call our third module ‘The Contact Centre University’.

If there were such a university these are the things you should know. From calculating a labour budget through to analysing delay profiles you will leave this section with a solid understanding of how to explain Contact Centre complexities to both senior management and your own Team Members.

For our fourth module we cover the entire process for Forecasting & Staffing. These practices matter – whether you’re a new 5 seats Centre or a long-term 300+ seats Centre.

So we cover forecasting, staff calculations, shrinkage and all the ‘math’ you need to understand to put the right number of people in the right place at the right time. It’s not only fun, it’s fascinating.

Of course all OmniTouch programs incorporate Quizzes, Exercises, Discussion and Humour. Our goal is to equip you and motivate you at the same time so that you can go back and do the same thing in your own Centre.

Of course all OmniTouch programs incorporate Quizzes, Exercises, Discussion and Humour. Our goal is to equip you and motivate you at the same time so that you can go back and do the same thing in your own Centre & Organization.

By the end of this program you will:

  • Know exactly which metrics matter the most for each job in your Centre
  • Understand the interrelationships between metrics and how to interpret results
  • Learn where the leverage is to enhance efficiency
  • Learn where the leverage is to enhance quality
  • Understand the complete forecasting & staffing process
  • Know how to calculate a labour budget
  • Be in a position to guide others in their Contact Centre work
  • Avoid common misunderstandings & myths of Contact Centre management

High Performance Management for Outbound Contact Centres

Our 2-day High Performance Management for Outbound Contact Centres was designed to equip both experienced and new-to-the-job Contact Centre management with the know-how to run a more successful outbound operation.

Just like the world of ‘inbound’, there is an entire lexicon of terms, strong practices and processes involved in the set-up and design of a telemarketing campaign.

So in our first module we address the entire dictionary of terms so that everyone speaks the same language and has the same understanding of key concepts which appear throughout the remainder of the workshop.

Cross functional relationships are key to success – it’s never enough for the outbound centre to be burdened with the entire effort.

A successful campaign involves strong competency across Marketing, Sales, Product Development and more – in conjunction with the outbound centre.

So in our second module we address the inputs needed from across a cross-functional audience. We use our ‘Campaign Checklist’ tool to ensure that all the necessary information and intelligence is gathered and understood by the outbound centre.

This ensures that the outbound centre is ready and enabled to design and launch their internal processes effectively.

So in our third module we use our ‘Telemarketing Checklist’ to address each item that needs to be considered internally by the outbound centre itself. Items include Contact Centre goals, typical reporting & formats, script design & testing, call flow & status codes, staff planning & rostering and how to measure and ‘balance’ Agent productivity & quality

In our experience, few Centres are measuring down to the interval level – a must – and not enough Centres understand how to measure and improve Telemarketer performance across productivity, quality & conversions.

We believe that data driven performance is critical to the success of a telemarketing campaign and the smart use of ‘outcome’ codes for the campaign provides significant actionable data for analysis. So we cover an entire section on how to set up an outcome code system for any telemarketing effort.

Calculating manpower requirements is different for outbound than for inbound. And though it involves linear math there are some fundamentals to be aware of when figuring out how many telemarketers to staff and when to staff them.

In our fourth module we cover all the key reports needed to assess and address outbound performance including the ‘End of Campaign Report’ that lays out both performance and learnings.

For this workshop we provide many templates, checklists and report samples so that participants can take these back to work and modify/edit or use ‘as is’ to get to work on their own telemarketing campaigns.

By the end of this program you will:

  • Understand the lexicon of terms for the telemarketing profession
  • Understand what you need from cross-functions in telemarketing
  • Set up outcome codes for analysis, action and reporting
  • Define Agent success across productivity, quality and conversion
  • Know where the leverage is in improving performance
  • Understand how to describe the quality of a list
  • Learn how to use an interval based management system
  • Learn how to plan manpower & rostering requirements
  • Receive a variety of checklists, templates and report samples to use or edit

High Performance Management for Email & Response Time Operations

Our 2-day High Performance Management for Email & Response Time Operations was designed to equip Managers running ‘backline’ units such as email, correspondence and case handling with the know-how they need to effectively run their operation.

While the planning & management process for Voice Calls & other Service Level based contacts is well understood, we find that very few organizations have a 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. That includes setting the ‘right’ KPIs for Team Members to enable Employee & Customer Satisfaction as well as meet the need of the Organization.

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’.

Of course all OmniTouch programs incorporate Quizzes, Exercises, Discussion and Humour. Our goal is to equip you and motivate you at the same time so that you can go back and do the same thing in your own Centre & Organization.

By the end of this program you will:

  • Understand the difference between Service Level & Response Time
  • Understand how to use the VRA Formula for staff planning
  • Receive and learn to use the OmniTouch WFM worksheet for planning
  • Learn to set AHT objectives and quantity targets
  • How to meet increasingly tight Response Time objectives
  • Understand the role of Quality in the process

High Performance Management for Live Chat Teams

Our 1-day High Performance Management for Live Chat Operations was designed to equip Managers running Live Chat functions with the know-how to deliver better efficiency and effectiveness in Live Chat.

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.

And that’s where we start our first module in this workshop – what do you want to achieve? Because all your efforts should link back to organizational objectives.

In our second module we turn to the Customer – what do they expect from the Live Chat channel today? It’s definitely different than other channels.

In our third module we work through a Customer Contact strategy for Live Chat, touching on every single question you need to answer for successful Live Chat including a solid understanding of best practices, operational metrics, quality metrics and measures of success.

In our fourth module we bring Quality into the picture – sharing best practices for Live Chat quality.

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 for a ‘tune-up’ or you are looking at implementing Live Chat, this course is designed for you.

Of course all OmniTouch programs incorporate Quizzes, Exercises, Discussion and Humour. Our goal is to equip you and motivate you at the same time so that you can go back and do the same thing in your own Centre & Organization.

By the end of this program you will:

  • Understand different organizational objectives for Live Chat
  • Understand all the operational measures that can be used
  • Know Customer expectations for Live Chat and where Live Chat ‘works’ best
  • Learn how to fit Live Chat into your overall channel mix
  • Define Quality for Live Chat and what makes it unique

Certified Customer Experience Professional (CCXP) Exam Preparation Workshop

Our 3-day Certified Customer Experience Professional (CCXP) Exam Preparation workshop was designed to equip Participants with the know-how and competency review to prepare them for the rigorous CCXP Exam to become a Certified Customer Experience Professional.

The workshop is also designed for those who want to increase their mastery of Customer Experience without necessarily pursuing certification. And that’s great too.

The Certified Customer Experience Professional credential (CCXP), developed and administered through the Customer Experience Professionals Association (CXPA), is the world’s most recognized certification in Customer Experience.

In addition to a thorough (1-day) overview of CX as an organizational strategy, we address each of (6) major competency areas required by the CXPA as follow:

  • 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

And for each competency we:

  • 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
  • Provide many sample Quizzes in the same format as the CCXP exam
  • Provide a forum for interaction, sharing and dialogue

By the end of this program you will:

  • Understand how to establish the business case for CX
  • Learn the key terminology around CX
  • Understand how to define CX and how it differs from Customer Service
  • Know the role and use of Customer Journey maps & Customer personas
  • How to develop a CX strategy
  • Understand the use of solicited & unsolicited research
  • Learn how to use ethnographic research
  • Learn the role and how-to of experience design
  • Learn how to use descriptive, perception and outcome metrics
  • Learn how to make a business case for CX
  • Learn how to apply governance to CX
  • Learn the practices around creating a Customer-centric culture
  • Understand how to create organizational engagement
  • Further prepare yourself to take the CCXP Exam
  • And a lot more!

How to be a Great Team Leader/Manager in Contact Centres & Customer Experience

Our 2-day How to Be a Great Team Leader/Manager in Contact Centres & Customer Experience was designed to equip Participants with management, leadership and engagement know-how to take their Team Members to greater heights.

In our first module we look very specifically at ideas to appeal to younger workers in the Contact Centre & CX environment. What is it that they want? And what does that mean to the way we run our operation?

In our second module we turn to Employee Engagement. What does that mean? And how does it differ from Satisfaction or Motivation? We look at the Gallup 12, the Whole Person Paradigm and even Who I am and What I do as paradigms that are easy to understand and apply.

In our third module we turn to Leadership – a big topic for the Contact Centre & CX industry. Vision, Mission, Values – and creating a Customer-centric culture. These are big topics.

But we take a practical approach – so that Participants can clarify the concepts and then apply them back at work – regardless if they are a new Team Leader or a long-serving Director.

In our fourth module we close out with the roles & responsibilities of a Team Leader – arguably the most important position in a Contact Centre. We conduct a time and motion study on where more time should be spent and where less time might be spent.

And we round that out with a thorough review of the knowledge, skills and attitudes required for success – encapsulating everything in a formal Success Profile.

Of course all OmniTouch programs incorporate Quizzes, Exercises, Discussion and Humour. Our goal is to equip you and motivate you at the same time so that you can go back and do the same thing in your own Centre & Organization.

By the end of this program you will:

  • Understand how to address generational needs and wants
  • Understand how the leadership is evolving today
  • Be able to define what is meant by Employee Engagement
  • Be able to share 3 – 4 engagement models and how they work
  • Come up with ideas to improve engagement in your own workplace
  • Be able to explain the differences between engagement, satisfaction & motivation
  • Be able to define Vision, Mission, Values
  • Understand the components of Customer centricity
  • Analyze the job role of a Team Leader
  • Develop a Success Profile using knowledge, skills & attitudes

How to Design a Quality Assurance Program for Customer Experience

Our 2-day How to Design a Quality Assurance Program for Customer Experience was designed to equip both experienced and new-to-the-job Service Quality & Contact Centre management with the know-how to design a quality assurance program that serves the needs of both Employees & Customers.

Quality is at the heart of Customer experience. Meeting & exceeding expectations involves a lot more than exhorting Frontliners to give more and do more.

There’s a solid and fundamental process that – through achievement of each step – delivers better outcomes for Employees & Customers.

We begin this program at the beginning with a big picture look at the Service & Sales eco-system.

What are the elements of great Service & Sales? What are the common barriers? How do you even know where to begin? Where does the leverage lie? We ask and answer the big questions.

In our second module we look at the role of the Service Delivery Vision and how to select and define Performance Standards.

What kind of service should we deliver around here? It’s not an easy question to answer but once settled it provides a compelling ‘north star’ that guides all our subsequent decisions around quality.

Selecting, defining and measuring the right performance standards is a senior level responsibility. And figuring out ‘what’ to measure and ‘how’ to measure it provides the data against which you evaluate success. We spend a lot of time here.

In our third module we address monitoring and coaching.

At this point in the program we analyse the job role of a Team Leader. Sure, they’re always busy – but busy doing what? We break the job down into 5 categories and review where more time should be spent, and less time should be spent. This can be a real eye opener.

We continue with a deep dive look at the 5 classic methods of monitoring, the 4 levels of calibration and how to avoid common program errors such as ‘over-scoring’ and ‘only-scoring’.

And here we answer one of the biggest questions – how many should we do? You may find the answer surprising.

While monitoring provides the data coaching changes the behaviour.

But there’s a big difference between handing out a scorecard and helping your Frontliner improve. Both matter but they should happen at separate times and with separate objectives in mind.

So we look at the job roles of both the Team Leader and the Quality Assurance function to ensure alignment in purpose and avoid overlap in responsibilities.

For coaching we share – and practice – a detailed technique for quality coaching and a powerful approach for self-coaching – when your Frontliners are ready to take personal accountability for their own performance.

For many the ultimate aim is to build up the competency of Frontliners to move from detailed coaching to self-coaching.

Do you sometimes face difficult coaching sessions? We’ll talk about that too – with real world answers on how to address these difficulties.

In our fourth module we’ll look at ongoing measurement and continuous improvement.

That includes both internal evaluation and classic VOC methods including surveys. Because of its popularity we incorporate a special section on Net Promoter Score – because whether you use it or not there are lessons to be learned.

By the end of this program you will:

  • Understand the complete Quality process from beginning to end
  • Understand where the leverage is in both design & execution
  • Learn how to design effective Performance Standards
  • Conduct a time & motion study on the job of a Team Leader
  • Master the classic forms of monitoring and decide which are right for you
  • Run better calibration sessions
  • Provide coaching using the 7-Step transaction coaching process
  • Learn how implement self-coaching
  • Understand different types of VOC processes including NPS

How to Monitor & Coach Frontline Team Members

Our 2-day How to Monitor & Coach Frontline Team Members was designed to equip Participants with a solid understanding of the process, practices and techniques to help Frontliners deliver superior quality on an ongoing basis.

It is important to recognize that Quality begins way before the Frontliner speaks or writes or posts. In our first module we look at the definition of the Team Leader job role – because that’s the most important consideration.

Where does the Team Leader’s time go? And where might it be better spent? Monitoring & coaching is one of the most time-consuming processes in a Centre – so we have to be sure we have set our Team Leaders up for success.

In our second module we consider the role of the Service Delivery Vision – what kind of service do we deliver around here? That leads us directly to how to select the right Performance Standards for your Frontline Team. When you select the ‘right’ standards you get better buy-in and quality. A lot of work happens here.

In our third module we look at the 5 classic forms of monitoring – each with their own pros and cons – and progress through the 4 levels of calibration to ensure alignment in evaluation. Monitoring provides the data that we need.

And in our last module we work through coaching. What is it? How does Quality Assurance factor into this process? How does the job of Quality Assurance differ from and contribute to that of the Team Leader?

What is the role of the Scorecard and can we coach without it? How many coaching sessions should we do? And perhaps most importantly – how do we approach the coaching session with an eye to success for both the Frontliner and the Organization?

This is one of our most important and popular workshops.

Of course all OmniTouch programs incorporate Quizzes, Exercises, Discussion and Humour. Our goal is to equip you and motivate you at the same time so that you can go back and do the same thing in your own Centre & Organization.

By the end of this program you will:

  • Understand the complete Quality process from beginning to end
  • Learn how to design effective Performance Standards
  • Conduct a time & motion study on the job of a Team Leader
  • Understand the job role of Quality Assurance
  • Master the classic forms of monitoring and decide which are right for you
  • Run better calibration sessions
  • Provide coaching using the 7-Step transaction coaching process
  • Learn how implement self-coaching
  • Learn how to deal with difficult coaching sessions

How to Build a Customer-Centric Culture

Our 1-day How to Build a Customer-Centric Culture workshop was designed to help Participants understand the building blocks, assign accountability and address the barriers for creating a Customer-Centric Culture across the organization.

CX and Customer-Centric Cultures aren’t the ‘norm’.

So we begin the program with an understanding of how easy it is to ‘shy away’ from achieving a true Customer Centric Culture. Easy to talk about – yes. Easy to do – most definitely not.

And achieving Customer-Centric Culture involves the entire organization.

So what are the fundamental elements of organizational engagement? We spend a lot of time working through the alignment, incentives, goals and actions to create that desired and needed level of organizational engagement.

Any initiative that spans the organization involves change management – and understanding the fundamental elements will help you better manage change.

What is Culture? And what are Cultural Beliefs?

We define what culture is and understand how some beliefs can take us forward while other beliefs may need to be rooted out and discarded.

There are solid do’s and don’ts around establishing and growing the right cultural beliefs.

And establishing clear values helps us take the right beliefs – and behaviours – forward. So we turn to looking at values which some term as the ‘DNA’ of the organization.

Since organizations don’t change, people do – how do we help people work through bringing values to life? It’s not a simple process but there are well understood ways to accomplish this.

And at the end of the day – where does the accountability for culture change lie? Who(?) does what (?) to embed culture into the daily fabric of organizational life. Because as with any discipline – accountability matters.

There are three aspects to culture building that really help with culture building.

Namely, hiring, socialization and rewards – and we work carefully through each of these so Participants have practical ideas to bring back for culture building.

And we close out by looking at ways to bring disparate resources together – across levels, functions and departments – to bring Customer-centricity to life. There is a complex set of relationships at work.

But once you understand those relationships – and what the desired outcomes are – it’s a lot easier to execute.

For those pursuing the CCXP Certification, Customer-Centric Culture is one of the 6 competencies required by the Customer Experience Professionals Association to achieve certification.

By the end of this program you will:

  • Understand the definition of culture and the role of cultural beliefs
  • Why a Customer-Centric Culture isn’t as common as you’d think
  • Know how behaviour changes at the individual level
  • Understand the building blocks of organizational engagement
  • Know how to connect disparate resources across the organization
  • Know how to use hiring, socialization and rewards to build culture
  • Understand the role of values and success factors to disseminate values
  • Know where accountability lies for Culture building efforts

How to Improve your Voice of Customer Program

Our 1-day How to Improve your Voice of Customer Program was designed to Participants with a solid understanding of the questions to ask and the approaches to use to understand how our Customers perceive us and what they want and need from us in the future.

Because anyone that’s not regularly talking to real Customers is already behind the curve. You simply can’t make good business decisions based on internal assumptions – which happens all too frequently in some organizations.

After addressing the common barriers to effective VOC Programs in general – as well as the hallmarks of successful programs – we jump right into the 3 main questions that need to be answered:

1. Who are our Customers

2. How do they perceive us today?

3. What will they want and need tomorrow?

We begin by understanding the ‘who’ our Customers are. Because we need to understand the relative importance of different Customer groups, as well as different wants & needs from different personas – or types of Customers.

To answer, ‘how do they perceive us today’ and ‘what will they want and need from us tomorrow’ requires a solid understanding of various research methodologies used to collect Customer insight.

Because ultimately the ‘data’ that we collect across different methodologies will be used to answer important questions about what we need to do on our side – now and into the future.

The methodologies we cover in detail include both quantitative & qualitative analyses:

  • Solicited structured findings – through surveys
  • Solicited unstructured findings – through surveys
  • Relationship vs. Transactional survey design & usage – separately & together
  • Unsolicited structured findings – through complaint management
  • Unsolicited unstructured findings – through social media
  • Ethnographic research including diary studies / in location observation / one on one interviews
  • Voice of the Employee
  • Mystery Shopper
  • Focus Groups
  • Net Promoter Score

Results from quantitative & qualitative methods help you understand how to develop and powerful Voice of Customer program that yields action.

You can’t really talk about research without talking about research techniques.

So while we don’t go deep into complex statistical analyses we do cover what you need to understand about these techniques including correlation, regression, histograms, causality and the use of the average and the mean.

Whether or not you do the calculations (and many have other people who do that) you need to know what to ask for and how to interpret what you’re looking at.

Lastly, we cover an approach to developing a deep dive into Customer perceptions and what they do with those perceptions through the use of the following types of metrics:

  • Descriptive metrics
  • Perception metrics
  • Outcome metrics

This is where you begin to gather the data you need to formulate your Return on Investment analyses and we’ll work through case study examples so that you can see how this done.

For those pursuing the CCXP Certification, Voice of Customer, Customer Insight & Understanding is one of the 6 competencies required by the Customer Experience Professionals Association to achieve certification.

How to Design & Execute a Great Mystery Shopper Program

Our 1-day How to Design & Execute a Great Mystery Shopper Program workshop was designed to equip Participants with the know-how to get better actionable results through Mystery Shopper research.

Mystery Shopper remains a very effective form of organizational monitoring and provides a perspective of what a ‘real’ Customer goes through when they interact with your organization.

Because, put gently, things don’t always work the way you assume or think they do – and that can be a big eye opener.

Mystery Shopper also identifies pain points in the Customer journey – allowing folks to correlated VOC findings with Mystery Shopper findings and make the changes that matter most to Customers.

And the real beauty of Mystery Shopper research is this – you can choose what you want to learn.

It’s a very focused form of research that can provide great depths of insight. And in tandem with Customer Journey mapping, Mystery Shopper validates your findings and actions.

So in our 1-day session we address:

  • What is Mystery Shopper?
  • How does it compare and relate to other forms of Research?
  • Why Mystery Shopper often gets mixed up with Customer Satisfaction
  • The OmniTouch 7-Step Design Process – because you have to design well
  • Operational excellence in fieldwork
  • The common challenges in Mystery Shopper and how to overcome those
  • How to prepare Mystery Shopper reporting that get action

Of course all OmniTouch programs incorporate Quizzes, Exercises, Discussion and Humour. Our goal is to equip you and motivate you at the same time so that you can go back and do the same thing in your own Centre & Organization.

People Management for Contact Centres & Service-based Environments

Our 2-day People Management for Contact Centres & Service-based Environments workshop was designed to help Participants manage the most important aspect of their business – their people.

We begin with a thorough module on Recruitment & Selection. What are the practices that help us build a pool of qualified candidates and then make the best selection? From recruiting through interviewing, selection and finally induction we look at all the ways we can build a better culture through bringing the right folks on board.

Attrition & retention are big topics in the Contact Centre & Service industry. How should attrition be calculated? Is all attrition bad? What are the most common reasons people leave? Attrition is a great health check.

Retention is the flip side of the coin – what retention mistakes do folks commonly make and how can we avoid those?

The heart and soul of this workshop is our section on Performance Management. What is the definition, what are the goals and how do Managers ‘drive’ performance? The answer lies in the nature and frequency of conversations between Managers and their Employees. So we cover the ins and outs of the different kinds of conversations to have with people – because that is where the leverage lies.

We close out the course with a review of the success competencies for a Team Leader/Manager including knowledge, skills & attitudes. A formal Success Profile is a very useful tool for evaluating others as well as yourself.

Of course all OmniTouch programs incorporate Quizzes, Exercises, Discussion and Humour. Our goal is to equip you and motivate you at the same time so that you can go back and do the same thing in your own Centre & Organization.

By the end of this program you will:

  • Know the goals of recruitment & selection and the right practices for these activities
  • Understand the various forms of interviewing and the pros and cons of each
  • Learn how to design and deliver behavioural interview questions
  • Know how to look at Attrition – and Retention – with a strategic view
  • Learn how to engage Employees through more than 13 different kinds of conversations
  • Understand how to set performance objectives that work
  • Learn the knowledge, skills & attitudinal competencies for success

Our Workshops for the Frontline and the Backline

Service Skills for Outstanding Phone-based Service

Our 2-day Service Skills for Outstanding Phone-based Service was designed to equip Frontline Contact Centre Agents with the skills & knowledge to deliver great Customer service & care over the phone.

We even address sales aspects for those Centres who handle sales or revenue generating conversations.

Despite the use of many new channels today, the ‘voice’ channel remains popular around the world for most organizations.

We’ve never been big believers in the use of scripts.

That takes away from the humanity of the conversation. But we believe strongly in patterns, techniques and ideas around serving Customers better.

So we begin with Customer expectations today – what do they want? Why do they want it? And how can we meet & exceed those expectations. This is an important starting point.

From here our first day is spent working through OmniTouch’s 4 Step Pattern for handling an inbound call. We cover each step, the behaviours relevant for that step and techniques to manage the conversation well from beginning to end.

Everything including listening, empathy – which we call Human Touch – control and presentation of various solution types.

Homework is assigned on the first day and we begin by debriefing that homework on the 2nd day – a thorough Mystery Shopper execution and review. This exercise is terrific in that Participants get to use their ‘critical listening ears’ to evaluate another professional Contact Centre.

Once that’s complete we finalize 3 Golden Rules for voice-based service and then spend the rest of our day writing & delivering role plays which are evaluated by the audience across everything that was learned.

This is one of our most powerful and popular programs for Frontline Contact Centre Agents and we’ve had the privilege of running it around the world.

Service Skills for Outstanding Live Chat-based Service

Our 1-day Service Skills for Outstanding Live Chat-based Service was designed to equip Frontline Contact Centre Agents with the skills & knowledge to deliver great Customer service & sales through Live Chat.

We begin with Live Chat know-how – why Customers prefer it (or don’t), the drivers of Customer Satisfaction, and a complete overview of the operations related to Live Chat.

We think it’s important to teach your Frontline Agents the ‘entire’ channel – not just pleasantries.

Live Chat is a synchronous form of writing. So we carefully consider the ‘voice’ – the style or image that the organization wants to convey. That voice guides how we write.

And as with the phone channel – we aren’t big believers in scripts – aside from the use of smartly designed templates.

We think Frontline Agents do better when they understand patterns and techniques and have the freedom to show off their personalities at their best.

So, we address the 5 most important mistakes to avoid, the smart use vs. the abuse of pre-scripted functionality and how to use overall 4-Step structure to ensure enquiries are handled with finesse.

We even cover ‘how to explain it to me like I’m 5 years old’ – a great technique when well used in Live Chat.

This is one of our most powerful and popular programs for Frontline Contact Centre Agents and we’ve had the privilege of running it around the world.

Delivering a Great Voice for Social Media Customer Care

Our 1-day Delivering a Great Voice for Social Media Customer Care was designed to equip Social Media Teams with the skills & knowledge to deliver great Customer care through Social Media with a heavy focus on Facebook.

The mistake we find most organizations make is to gear their Social Media voice to the formal and the scripted.

But that’s just not the way people ‘talk’ on social media.

So we carefully consider the ‘voice’ – the style or image that the organization wants to convey. We do this through an analysis of other organizations and an in-depth analysis of that Client organization.

Once we know our voice – that guides how we write.

And as with other channels – we aren’t big believers in scripts – aside from the use of smartly designed templates.

We think Frontline Agents do better when they understand patterns and techniques and have the freedom to show off their personalities at their best. Especially in social media!

So, we address the 5 most important mistakes to avoid, the smart use vs. the abuse of pre-scripted functionality and how to share your personality – while enhancing the organizational brand.

We even cover ideas to be more creative on social media – which has a way of creating a positive ‘buzz’ around your organization – especially when others aren’t doing it.

This is one of our most powerful and popular programs for Frontline Contact Centre Agents and we’ve had the privilege of running it around the world.

Connecting with Customers through Email

Our 1-day Connecting with Customers through Email was designed to equip Correspondence Teams & anyone who writes emails with the knowledge and skills to send more effective and higher quality emails – almost immediately.

Of all channels, we find that email is the most complex. That’s because it involves writing and it’s asynchronous – which is a fancy way of saying that it doesn’t happen in real time.

And in our Mystery Shopper and Client review work, we find that the Email channel is the ‘worst’ in terms of quality. But Customers expect that the quality of an email be as good if not better than other channels.

We teach a 9-Step process to efficiently and effectively handle email and that process begins with interpretation. What is the Tone of the Email, what is the Content.

And over the course of the day we work through deciding what type of Response format to provide (there are a few), the Greeting, the Opening, Affirmation, Empathy and what it takes to write Content in the reply.

By working through a solid Email Framework, the program addresses when to inject your personality, when to use standardized responses, how to avoid negativity and how to add humanity back to Email.

Each and every step has a set of activities and practice examples to get folks on the right footing when it comes to sending an email that sounds like it came from a human being who cares.

For Organizations that generate revenue, we even provide a module on how emails can be used to generate interest and sales.

This is one of our most powerful and popular programs and applies to anyone who writes emails.

Managing Difficult Customer Situations

Our 1-day Managing Difficult Customer Situations was designed to equip Frontliners with the knowledge, skills – and even attitudes – that come into play when facing a difficult Customer situation.

There are two important pre-requisites to managing difficult Customer situations.

The first is the willingness to let go of personal judgements and prejudices. Because it begins with us.

Then it’s the capacity to figure out the root cause of the difficulty and address that to the best of your ability.

So we begin our workshop with a review of human behaviour – using a variety of models to understand why people behave the way they do.

Then we learn to classify the difficult situation into one of three different categories. Once you know what you’re dealing with it’s easier to apply the right thinking and tools to that situation.

The beginning of the interaction is where the leverage lies. Listening, expressing empathy and perhaps most importantly – deciding what you’re going to do next.

You can’t always say ‘yes’ to every difficult situation. So we cover no less than 7 different solution types including saying yes, saying no, explaining why, negotiating, order taking and even escalating when absolutely needed.

We share specific techniques and thoughts around each solution type – so that everyone knows when to do what.

Simply saying you’re sorry doesn’t cut it in today’s world.

We typically recommend that this workshop be run after the necessary skills training – whether for voice, live chat, email or social media. Because great skills training helps to avoid some level of difficult situations in the first place.

This remains, to this day, one of our most popular workshops for the Frontline.

How to Achieve better Upselling & Cross-selling Results

Our 1-day How to Achieve Better Upselling & Cross-selling Results was designed to equip Frontliners with the knowledge, skills to design and present more effective upsells & cross-sells to Customers.

Upselling (and/or cross-selling) is a natural part of serving a Customer.

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.

At OmniTouch we practice and teach the concept of ‘upserving’ which directly links service to sales as there can be significant cultural challenges involved with ‘selling’ in the inbound environment.

We begin the workshop with an overview of what upselling/cross-selling is, how it contributes to multiple stakeholders and the common barriers to watch out for.

With that foundation in place we spend most of our day building what we call a Relevance Table. In a Relevance Table there are logical components of a strong upsell/cross-sell offer that should be designed and documented before the program begins.

Once Participants learn how to build a Relevant Table they can apply the approach to any and all upsell/cross-sell opportunities – whether current or into the future.

Topics we touch on directly include handling price objections, designing a support benefit and dealing with Customer Service issues that sometimes come up.

This workshop remains one of our most popular for Frontline Team Members in upselling & cross-selling environments.

Consultative Telemarketing for Outbound Telemarketers

Our 2-day Consultative Telemarketing for Outbound Telemarketers was designed to help participants improve their confidence, skills and technique to conduct outbound calls to either to existing Customers or non-existing Customers.

The workshop is designed to be highly interactive and will involve @ 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.

So spend much of our time working through a 5 Step Telemarketing Pattern that incorporates specific techniques and ideas for dealing with Gatekeepers, presenting a powerful opening statement and then carrying on through Questioning and ultimately the presentation of a solution.

Of course objections come up anywhere and everywhere, so we have a special module dedicated to categorizing and better managing objections.

We recommend that time be spent listening to and analysing real digital call files – so that learnings can be brought to life.

As with any effective pattern, once Telemarketers learn the ins and outs of the ‘flow’ and techniques they can apply their learnings to existing and future telemarketing campaigns.

Understanding the Contact Centre Industry for the Frontline

Our 1-day Contact Centre Industry for Frontliners was designed to equip Frontline Contact Centre Agents with a comprehensive understanding of the Contact Centre industry, it’s unique terms & acronyms, its measures of success and how they contribute to the success of Customers, the Organization and even themselves.

It’s a not so great fact that many Agents working in Contact Centres have not received formal training on the industry in which they work.

They get systems, processes, products & company policy training – but we rarely see solid ‘industry’ training that helps make the difference in retention, motivation and behaviour.

We work through 4 important modules:

  • What is a Contact Centre?
  • How we deliver Customer Value
  • How we deliver Organizational Value
  • How we deliver Employee Value

Because at the end of the day, when your Frontline Agents understand each of these aspects in detail – they can better connect to your purpose, your processes and deliver better on their metrics.

Don’t leave your Frontliner Agents in the dark about the industry they’ve joined.

Whether they move up, on or stay with you a while in the current position, everyone benefits when you build their industry knowledge.

Customer Experience for Everyone

Our 1-day Customer Experience for Everyone was designed to equip everyone with a solid understanding of what Customer Experience (CX) is, why it matters and how it’s executed and how its measured.

It’s a big topic.

But organizations that actively pursue CX understand that everyone needs to have an essential grasp of CX as a strategy with its own set of disciplines.

We’ve learned that the key to a successful 1-day workshop on a topic as big as CX is to try not to cover every base – but bring to life the most important highlights in a fun and inspiring way with lots of discussion and exercises.

In our first module we talk about why CX and why now? So many confuse CX with Customer Service – so it’s important to formalize the drivers of CX as a business strategy along with a thorough review of Customer expectations (both known and unknow), the formal definition of CX, components of CX, journey maps, personas and a thorough review of the CX ecosystem.

In our second module we look at the CX strategy. What does it mean to design and shape a Customer experience – and how is that achieved? Because that’s an important North Star for everyone and helps shape our culture.

You can’t talk about CX and not talk about Customers. So in our third module we share research methodology approaches – for both quantitative & qualitative insight – so we can deliver better today and into tomorrow.

We also discuss Experience Design and the methodology organizations employ to update existing experiences as well as create new ones.

In our fourth module its time to let everyone consider their individual, functional & Team role in CX. Given what we’ve learned across the day – what do I, my department and my Team do to help enable the organization’s CX ambitions.

A full day indeed.

Customer Service for Everyone

Our 1-day Customer Service for Everyone was designed to equip everyone with a solid understanding of what Customer Service is, why it matters and how it’s executed and how its measured.

It’s a big topic and it involves not just Frontliners – though they are the most common audience – it involves everyone in the organization.

We’ve learned that the key to a successful 1-day workshop on a topic as big as Customer Service is to try not to cover every base – but bring to life the most important highlights in a fun and inspiring way with lots of discussion and exercises.

It’s easy to talk about Customer Service. It’s much harder to approach it as a discipline with a well understood set of processes, activities and cultural environment that bring it to life.

So in our first module we look – rather scientifically – at the drivers of Customer Service.

How does the level of Customer Service we deliver tie back to the ‘inputs’ that drive it including Senior Leadership & Culture, Products & Services, Line Management, the Customer, the Employee and Processes.

Because to understand an environment you have to be able to decode it to some degree and understand where the leverage lies. It’s not just about a nice tone of voice and a pretty smile.

In our second module we look at ‘what kind of service do we deliver around here?” Because a Service Delivery Vision – often in tandem with well selected values – service as a blueprint for how we treat Customers (and each other).

In addition, we cover how different functions and teams come up with Customer Service-oriented Performance Standards that they can use to guide behaviour to measurable outcomes.

In our third module we cover the elements of a service culture. What building blocks help you assemble a service culture that permeates everyone within the organization. There are proven lessons here.

In our fourth module its time to let everyone consider their individual, functional & Team role in Customer Service.

Given what we’ve learned across the day – what do I, my department and my Team do to help enable the organization’s Customer Service delivery.

A full day indeed.

Emotional Intelligence for Everyone

Our 1-day Emotional Intelligence for Everyone was designed to

It’s a big topic and it involves everyone in the organization.

We’ve learned that the key to a successful 1-day workshop on a topic as big as Emotional Intelligence is to try not to cover every base – but bring to life the most important highlights in a fun and inspiring way with lots of discussion and exercises.

With emotional intelligence you also have to get personal. Stirring up feelings, emotions and ways of looking at the world is the goal – not so people change as a result of the session. But rather that they consider changing for some cases and why that’s a good thing.

In our first module we look at Stress Management. Everyone says their stressed but why? Is it always bad? And when is it time to get help? We get quite personal in this section so that it has impact.

In our second module we look at ‘personal dimension’ of emotional intelligence.

What triggers me? How do I respond to positive and negative situations? How well do I know myself? Are feelings facts? Or are feelings data to be considered?

And taking that a bit further – how do I use what I know about myself to regulate my own emotions? Many spiritual practices involve the absence of reacting – either too fast, too abruptly or even not at all. Do I use my emotional data well?

In our third module we look at the ‘social dimension’ of emotional intelligence.

The first level involves our ability to understand others. More than just empathy or compassions – are we able to pick up on what is going on with another person. Of course this means getting out of our own selfish mindset.

The second level involves our ability to use our ability to understand others to make those interactions go better. Because it’s interaction after interaction that builds healthy (or unhealthy) relationships. It’s a constant steady drip.

In our fourth module its time to let everyone consider their current ‘state’ of emotional intelligence and with a trusted partner make some commitments to improve.

Because in today’s world, high EQ or emotional intelligence is what separates the great from the good.

How to have Great Conversations with Customers & Guests

Our 1-day How to Have Great Conversations with Customers & Guests was designed to equip Frontline Team Members with the confidence and skills to have emotionally evocative conversations with Customers & Guests.

The Frontline Team Member has changed over time. In today’s world we talk about Customer Experience – not just Customer Service.

Products & services are more complex, Customer & Guest expectations are higher than ever and the mix of challenging situations faced by Team Members has increased.

Social media allows Customers & Guests to amplify their feelings – with many ready to listen.

So the days of a highly satisfied Customer or Guest being the ‘ultimate aim’ of the 5-star world has passed.

Customer Experience theory teaches us that the job of each Team Member is to evoke positive emotions in our Guests and Customers whenever and wherever possible.

In our first module we begin with the role of Customer experience, we share what it means to deliver an emotionally engaging experience – including the peak / end rule – identifying opportunities for conversation, scripting conversations and responding to Customer & Guest responses.

In our second module we look at the Customer Journey – and our role in it.

Having effective conversations with Customers & Guests is not an innate or intuitive skill for many and we can’t 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 used.

In our third module we talk about taking Service above the transactional level to the conversational level – when its merited and without sound artificial.

In our standard Service courses, we teach the concept of Look, Think & Act or “LTA” and Greet, Listen, Control & Solve.

Patterns like these help Participants decide when and where they can inject their own personalities. So we help them craft their conversational techniques here.

In our last module we practice with “Who Am I – and would you converse with me please”?

We put all the learnings together and ask Participants to craft their own conversations and demonstrate those for the class audience with a few special ‘secrets’ on the side to test audience comprehension.

When you’re ready for your Team Members to converse – and not just transact – this is the workshop for you.

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