OMNITOUCH MASTER COURSE LISTING JANUARY 2015
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For nearly 15 years, OmniTouch has been the most respected source for industry education in service & contact centre management & service excellence
We deliver three powerful certification series to address the development of The frontline & backline Team Leaders & supervisors Management & Professionals Key support roles The power of our curriculum is not just about ‘how many’ courses we have or ‘how great’ they are… 3
...It is about how all these courses were designed to work together to strategically equip each job role & function with the absolute best competencies and frameworks to succeed.
AS YOU WOULD EXPECT – Omnitouch courses are delivered exclusively by recognized industry experts & thought leaders. 4
Our Professional & Management series 16 courses
Our Team Leader & supervisory series 9 courses
Our Frontline & backline series 15 courses
We teach – People management, operations, customer experience, service skills, sales skills, email writing skills, upselling skills, leadership, engagement, live chat skills, forecasting & scheduling, coaching dealing with difficult situations, attitude and more
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Professional & Management series 16 Proven Courses CEOs, Directors, General Managers, Vice Presidents, Contact Centre & Service Managers, Analysts, Forecasting & Scheduling, Training, IT, quality Assurance, Human Resources, Finance and more
Professional & management Operations & Productivity related – Contact Centre Operations for Professionals Backline Operations for Professionals Telemarketing Operations for Professionals Workforce Management & Beyond for Professionals
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Professional & management People & Quality related – People Management for Professionals How to Monitor & Coach Agents How to Design a Monitoring & Coaching Program Leadership & Engagement for Professionals How to Define Quality Professional & management Customer Experience related – Customer Experience for Professionals How to Design & Execute customer Survey Programs How to Design & Set-up an Effective Mystery Shopper Program Professional & management Specialist Courses – How to Prepare a Call Centre Budget Small Call Centres Delivering Big Results Presentation Skills that Power Your Message & Confidence How to Design & Write FAQs for Customer Service
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Team Leader & Supervisor Roles 9 Proven Courses Team Leaders, Team Managers, Supervisors, Managers, Middle Management
Operations & Productivity related – Contact Centre Operations for Team Leaders Backline Operations for Team Leaders Telemarketing Operations for Team Leaders
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Team leader People & Quality related – How to Be a Great Team Leader People Management for Team Leaders How to Monitor & Coach Agents
team leader Customer Experience related – Customer Experience for Team Leaders Team leader Specialist Courses – Managing Yourself for Team Leaders Presentation Skills that Power Your Message & Confidence
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Frontline & Backline Roles 15 Proven Courses
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Contact Centre Agents, Service Centre Staff, Email Handling Teams, Telemarketing Teams as well as their Team Leaders, Management & Support Roles
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Frontline & backline Skills-based – Service Skills for Outstanding Phone Based Service Service Skills for Outstanding Face to Face Service Managing Difficult Situations Connecting with Customers through Email How to Handle Written Complaints Consultative Telemarketing Sales for Professionals Advanced Sales Techniques Save the Day – Customer Retention Service Skills for Live Chat How to Upsell & Cross-sell Look, Think & Act for Retail & Hospitality
Frontline & backline Knowledge-based – The Dynamic Contact Centre Understanding the Customer Experience Stress Management 11
In everything we do we help our clients to create greate experiences Omnitouch Pte Ltd The Atrium, 530A Geylang Road Singapore 389486 Omnitouch Sdn bhd The ampwalk 218 jalan ampang Suite 03-19, kuala lumpur, Malaysia 55000
E: Daniel.ord@omnitouchinternational.com E: marcus@omnitouchinternational.com W: www.omnitouchinternational.com LinkedIn: Daniel Ord / Marcus von Kloeden
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