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Skill Builders for Contact Centers

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Business Issue - Ongoing reinforcement training is the key to long-term behavior change in the contact center environment. Building on the foundational skills and behaviors learned in the initial workshops gives managers and front-line staff additional service and sales tools they need to be successful. The challenge is finding a convenient, time- and cost-effective way to deliver ongoing reinforcement training for continuous performance improvement.

Omega Performance’s Solution - Omega Performance’s Skill Builders offer managers and contact center representatives’ ongoing reinforcement training without the hassle and cost of travel, and excessive time away from work. The Skill Builders provide an effective way to:

  • Reinforce the more difficult skills outlined in the Customer Interaction Model or Coaching Model
  • Allow for supporting presentation, activities, and practice of skills and techniques learned in training
  • Provide recurrent training via manager-led or paired self-led sessions

What Is Included

Skill Builders have a flexible design allowing for presentation via three delivery methods:

  • Team Meeting format – with narrated slides; designed for minimal intervention by the meeting coordinator
  • Team Meeting format – with audio excluded; allows for delivery by a facilitator; includes notes pages to direct the presentation and discussion
  • Paired Review – with narrated slides; viewed by two individuals who can work together to complete activities and skill practices

The meetings complement the workshops in that they adhere to adult learning theory and are developed according to Omega Performance’s standards for quality performance improvement.

At the front-line sales level, session topics are based on the behaviors necessary to provide a dynamic customer experience, including a consultative sales approach. They directly correlate to Omega Performance’s High-Impact Service/Sales criteria. Additional meetings can be created based on unique contact center needs.

At the manager level, session topics are based on Omega Performance’s High-Impact Coaching skills and reinforce the future-oriented approach to coaching to which managers are introduced in coaching workshops. These skills are further reinforced via interactive activities that simulate real-life situations.