The OmniTouch Master Course Listing at March 2015
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THE OMNITOUCH MASTER COURSE LISTING MARCH 2015
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More than 40 training programs and workshops for the Service Quality, Contact Centre & Customer Experience industry. For nearly 15 years, a deeply respected and inspiring source of learning for all levels of the organization.
Transcript of The OmniTouch Master Course Listing at March 2015
THE OMNITOUCH MASTER COURSE LISTING
MARCH 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 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…
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...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.
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Our Professional & Management series 16 courses
Our Team Leader & supervisory series 9 courses
Our Frontline & backline series 16 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 RolesTeam Leader & Supervisor RolesTeam Leader & Supervisor RolesTeam Leader & Supervisor Roles
9 Proven Courses9 Proven Courses9 Proven Courses9 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 RolesFrontline & Backline RolesFrontline & Backline RolesFrontline & Backline Roles
11116666 Proven Courses Proven Courses Proven Courses Proven Courses
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 & Face to Face Service
Managing Difficult Customer Situations
Handling Email with Effectiveness & Finesse
How to Handle Written Complaints
Consultative Telemarketing for Telesales Professionals
Advanced Sales for Professionals
Save the Day – How to Win at Customer Retention
Communication Skills for Live Chat
Communication Skills for Facebook
Improving Your Ability to Upsell & Cross-Sell
Look, Think & Act for Retail & Hospitality Industry
Look, Think & Act for the Food & Beverage Industry
Frontline & backline Knowledge-based –
The Dynamic Contact Centre
Understanding the Customer Experience
Stress Management
Improving Your Personal Outlook & Performance
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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
W: www.omnitouchinternational.com
LinkedIn: Daniel Ord / Marcus von Kloeden
