Important HRD Corp Update: Effective 15 June 2026 onwards all grant approvals MUST be obtained at least 14 calendar days before the training commencement date.
Important HRD Corp Update: Effective 15 June 2026 onwards all grant approvals MUST be obtained at least 14 calendar days before the training commencement date.
This program is for management teams handling omni-channel customer engagement. It offers a full view of Omni-Channel Customer Experience Management and the key role managers play in it.
You’ll learn about the challenges of managing omni-channel operations, focusing on people, processes, and technology across different customer touchpoints. It’s great for professionals who lead omni-channel teams and want to improve their skills to create smooth, customer-focused experiences.
Module 1: Executing Omni-Channel Experience Management
Module 2: Delivering Consistent Customer Relationships
Module 3: Managing Turnover & Team Engagement
Module 4: Recruiting Agile Omni-Channel Pros
Module 5: Counsel, Coach, Train & Develop (CCTD)
Module 6: Using Metrics for Omni-Channel Excellence
Module 7: Forecasting & Workforce Scheduling
Module 8: Strategic Alignment for Omni-Channel Success
Module 9: Omni-Channel Tools and Technology
For Operations Managers, Operations Support Managers, Senior Team Leaders, Potential Contact Centre Managers, Contact Centre Support Department Managers.
This course can be conducted Physically and Online.
Physical Training Methodology
Interactive and experiential — participants learn through group activities, role-plays, discussions and real workplace scenarios.
The trainer will provide live guidance and immediate feedback
to strengthen understanding and practical application.
Online Training Methodology
Engaging and structured — participants join live discussions, breakout rooms, polls and scenario-based activities. Clear visuals and guided facilitation ensure interactive learning and effective application from any location.
Your talents development comes first. That’s why we tailor every course outline to fit your goals and close any existing skill gaps.
Duration
Flexible learning options from half a day to a 3-day sessions (and beyond)
Content
100% customizable modules to match your organisation’s exact training needs
Methodology
Delivered in your preferred format, be it physical, online or a blended approach
No worries, just click on the WhatsApp icon to chat with us immediately or email us at aria@atcen.com