19 December 2008

Year-End Edition

From all of us at Omega Performance, thank you for being a loyal subscriber of the Competitive Edge eNews. We hope the tools, tips, and techniques we shared throughout the past year were helpful to you and your business.

Enjoy this look back at 2008. We look forward to sharing more performance improvement strategies with you in 2009 and beyond.

Coming in 2009!

Australia/New Zealand Public Seminars
This series of one-day workshops will be held in Sydney, Melbourne, and Auckland throughout the year. The workshops will focus on building core skills in change management, leadership, credit, coaching, and sales.
Learn More


Web Events
Throughout 2009, we will be hosting a number of Web-based events focused on improving your business performance. All of the events will be publicized in the Competitive Edge eNews ... stay tuned!


eBook on Credit Risk Management
This new eBook will provide you with strategies to survive and thrive as a lending institution in a time of tumultuous change and uncertainty. Watch for it in January!


Banking Schools
Look for Omega's highly sought-after facilitators as they serve on the faculties of the American Bankers Association Commercial Lending School, Graduate School of Banking, Virginia School of Bank Management, and more throughout 2009.

View Events

New Publications 2008

eBook
Revealed: Top Deposit Growth Techniques
Strategies for Growing Deposits Today, Tomorrow, Forever
Download Now

Point-of-View Paper
A New Era in Retail Financial Services
The Profit Potential in Creating, Advancing, and Sustaining Customer Connections
Download Now

Published Articles
Change Model: Three Stages to Success
Leadership Excellence - May 2008
Download Now

Knowledge Currency
Mortgage & Finance Brief - August 2008
Download Now

Paper
When You are Up to Your Waist in Alligators it is Hard to Remember You Started Out to Drain the Swamp or Remember When Real Estate Loans Made Us Lots of Money?
Download Now

New Resources 2008

Podcast
Knowledge Series
Listen Now

Blog
Ideas You Can Bank On
Read Now

RSS Feeds and Subscriptions

• iTunes - Knowledge Series
  
  
• Ideas You Can Bank On
  
  
• Credit Performance Blog
  
  
• Sales & Service Performance Blog
  
  
• Competitive Edge eNews

Webcasts 2008 - Replays

Sustaining Learning Beyond the Training Event
Ensure New Behaviors Yield Greater Business Results
View Replay

What Kind of Executive Coach Are You?
Using Coach-the-Coach Techniques to Drive Business Results
View Replay

International Financial Reporting Standards
A Game Changer for Commercial Lending
View Replay

Leading People Through Change
Build Your Change Resilience, Coach Your People to Commitment, Increase Business Results
View Replay

Corporate Finance
Viewing Investment Decisions Through Your Customers' Eyes
View Replay

Unraveling the Mysteries of K-1s and Pass-Throughs
The Secret to Understanding U.S. Personal Tax Returns
View Replay

The Profit Potential in Creating, Advancing, and Sustaining Customer Connections
View Replay

Omega News 2008

09.15 - Save Money, Boost Productivity: Call Center Professionals Learn How at ICCM Canada 2008

09.08 - New Financial Services Resource Offers Tools to Manage Today's Credit Crunch

08.20 - Upcoming Corporate Finance Seminar to Focus on Commercial Banking Strategies

07.29 - Online Training Options Increasing for Bankers This August

07.22 - New Business Blog for Financial Services Professionals Debuts

07.15 - Facing Organizational Change? Three Leadership Skills Will Help Your Change Management Efforts

06.16 - Omega Performance Brings Commercial Lending Training to Sydney and Melbourne with 2 Advanced Cash Flow Workshops

05.05 - Commercial Banking Web Conference Hosted by Credit Training Specialist to Discuss Corporate Finance Fundamentals

04.08 - Commercial Real Estate Lending Web Seminar to be Hosted By Credit Training Specialist, Omega Performance

04.01 - Omega Performance Credit Training Specialist to Reveal Cash Flow Analysis Techniques

03.11 - Financial Services Consultant to Reveal How Financial Institutions Can Create an Outstanding Customer Experience

03.04 - New eLearning Commercial Lending Course for Beating the Credit Crisis by Ensuring Credit Quality Now Available

01.22 - New Paper Reveals How Financial Institutions Can Create an Outstanding Customer Experience

Quick Links ...

Our Website | Our Blog | Events | Omega News | About Omega | Complimentary Resources

October 2008

Today's Tip

Product Knowledge Reference Tool Keeps the Customer King

The challenge for keeping up with product knowledge in the contact center has always been there but it is exacerbated now by shortened product life cycles, agent turnover, and an increasingly competitive marketplace. This is happening worldwide and in all industries.

For most companies, the scope and changeability of product information has meant that memorization is an unwieldy strategy for knowledge transfer. Hard copy product binders and static online product cards have proven to be inadequate to the task of keeping information up to date and readily available when needed.

What keeps the customer king is the right kind of online product knowledge reference tool. Here are some key features for you to look for:

1. Search capabilities so that agents can "drill down" to meet customer needs from many different angles.
   
2. Easy ways to compare different product features and benefits.
   
3. Authoring capabilities so that product updating can be done once, when needed, and then instantly made accessible to all.
   
4. A "dashboard" that alerts agents to important organizational communications and product changes.
   
5. Usage reporting for organizational intelligence about what products and features are being accessed. This lets you know where additional agent training may be required.

Benefits you can expect with an effective tool -- besides increased customer satisfaction -- include:

• Decreased ramp up time for new agents
  
• Decreased costs for updating information
  
• Decreased turnover among staff - a kingly reward for your organization as well!

Learn more about improving contact center performance ...

Come See Omega

ICCM Canada Conference & Expo

When: October 8, 2008
Where: Toronto, Canada
Topic: Building Corporate Capability and Cutting Training Time through Product Knowledge Reference Tool
Speakers: Caroline Gray, Omega Performance Senior Vice President, Information Technology and Technology-Based Learning and Jeff Lachenauer, EQUI-VEST Training Manager for AXA Equitable

More information and to register

Quick Links

Our Website | Events | Omega News | About Us | Complimentary Resources

September 2008

Performance Improvement Tip

5 Ways to Retain Customers for the Long Term

Attracting and retaining customers is essential to the success of your community bank.

In general, long-term customers are more satisfied, more likely to refer new customers to your bank, and more likely to purchase additional products and services themselves.

Here are 5 ways to retain your bank's customers for the long term:

1. Focus most of your time on serving current customers. They are already doing business with you and are likely to buy from your bank again.
   
2. Show dependability, credibility, and trustworthiness. Treat your customers with honesty, humor, and respect -- and maintain this over time.
   
3. Always do what you say you will do. If you promise to send information or get an answer to a question, do it; you will gain loyalty and trust by following through on your promises.
   
4. Make memorable customer connections. Ask about their lives, financial goals, and desired outcomes; the greater the level of connection, the greater the level of customer satisfaction.
   
5. Be there for the long term. Let customers know you will be there long after the transaction at hand; this can help to differentiate your bank from your competitors.

Learn more about improving community bank performance ...

U.S. Public Seminar

Minimizing Problem Loans
A two-day, highly interactive seminar where you and your colleagues will gain the skills and knowledge needed to stop problem loans before they start.

December 3-4, 2008
Orlando, Florida
More Information and to Register

Web Event Replays

International Financial Reporting Standards
Learn why IFRS is a game changer for commercial lending in the U.S.
Originally Held August 28, 2008
View Now

What Kind of Executive Coach Are You?
Learn how using coach-the-coach techniques can help you drive business results.
Originally Held September 9, 2008
View Now

Sustaining Learning Beyond the Training Event
Ensure new behaviors gained in training yield greater business results for your organization.
Originally Held September 17, 2008
View Now

Quik Links

Our Website | Our Blog | Events | Omega News | About Us | Complimentary Resources

16 October 2008

Performance Improvement Tip

Product Mastery: What It Is and Why Your Employees Need It

Product mastery is a fun, flexible way for you to help your employees become more confident, proactive, and knowledgeable when engaging in solutions-oriented discussions with members.

Product mastery is quite different from traditional product knowledge training; it is a revolutionary learning technology that changes the way employees think about your credit union's products and services and satisfies members' needs.

Product mastery gives employees the power to use information smoothly and easily, as though it is second nature, in member conversations and problem solving. It is achieved through a unique learning system that sharpens employees' knowledge and boosts their confidence so that they can engage with members in a way that builds trust, strengthens relationships, and differentiates your credit union in the marketplace.

Product mastery is the ideal training methodology for employees who must:

• Quickly recognize, diagnose, and solve complex problems
  
• Focus on questioning, listening to, and responding to what others are saying
  
• Recall vital information not used frequently
  

Learn more about improving your credit union's performance ...

U.S. Public Seminar

Minimizing Problem Loans
A two-day, highly interactive seminar where you will learn how to effectively monitor, evaluate, and take appropriate action on potentially problematic commercial loans.

December 3-4, 2008
Orlando, Florida
More Information and to Register

Web Event Replays

International Financial Reporting Standards
Learn why IFRS is a game changer for commercial lending in the U.S.
Originally Held August 28, 2008
View Now

What Kind of Executive Coach Are You?
Learn coach-the-coach techniques you can use to drive business results.
Originally Held September 9, 2008
View Now

Sustaining Learning Beyond the Training Event
Ensure new behaviors gained in training yield greater business results for your organization.
Originally Held September 17, 2008
View Now

QuickLinks

Our Website | Our Blog | Events | Omega News | About Us | Complimentary Resources