Certified Omni-Channel Manager (COCM) Training Course Outline

Customer Experience Skills

Certified Omni-Channel Manager (COCM)

3-Day Course l 100% HRDC Claimable

Course Introduction

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.

Learning Objectives

Understand how Omni-Channel Customer Experience Management impacts business
Master key elements for managing integrated, high-performing customer touchpoints
Learn the basics of managing multi-channel customer engagement
Build skills to lead omni-channel teams and use resources effectively
Get insights on best practices and global standards in omni-channel engagement
Understand omni-channel performance metrics and what they predict
Find strategies to motivate and keep omni-channel teams performing well

Training Modules

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

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Target Audience

For Operations Managers, Operations Support Managers, Senior Team Leaders, Potential Contact Centre Managers, Contact Centre Support Department Managers.

Training Methodology

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.

Customization

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

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Customer Experience Skills