Omega Performance Strengthens Sales, Customer Service & Coaching Skills of Contact Center Staff; Launches Complimentary Skill Builder Demonstrations
Omega Performance’s Skill Builders sustain customer service training’s and coaching’s impact to increase business results.
Charlotte, NC (PRWEB) February 27, 2007 -- Omega Performance announced today the availability of online demonstrations for Skill Builders, a series of ongoing reinforcement customer service training and coaching sessions for contact center agents and managers. The sessions, which are presented in PowerPoint and delivered in a team meeting format, are designed to strengthen the skills and behaviors learned in Omega Performance workshops, enabling agents and managers to serve customers more profitably and improve contact center productivity and efficiency.
Ten Skill Builder demos are now available via Omega Performance’s website. The following customer service and coaching topics are covered: exploring needs, creating interest, handling objections, closing techniques, creating effective action plans, removing obstacles, quick coaching, coaching the coach, and handling resistant behaviors. The interactive demonstrations allow contact center staff to experience the power of Skill Builders right at their desktops in just a few minutes. For agents, topics are based on the behaviors necessary to provide a dynamic customer experience, including a consultative sales approach. For managers, topics are based on Omega Performance’s high-impact coaching skills, which are reinforced via activities that simulate real-life customer service and performance management situations in the contact center environment.
“Ongoing reinforcement training is the key to long-term behavior change and improved performance in the contact center environment,” said Laurie Hotard, Omega Performance’s senior contact center consultant. “Skill Builders give contact center staff opportunities to practice what they learned in training as well as additional sales and service tools they need to be successful. At no cost and only a small investment of their time, the demos will prove the value our Skill Builders will add to their long-term learning and development strategies.”
About Omega Performance: Omega Performance has enabled more than 2,500 firms worldwide to drive and sustain improved business results. The company is a wholly owned subsidiary of Informa plc (INF on the London Stock Exchange), the leading international provider of specialist information and services for the academic and scientific, professional and commercial business communities. Informa has over 150 offices in more than 40 countries and employs over 7,000 staff around the world. Omega Performance is headquartered in Charlotte, N.C., USA, with major offices in Auckland, Johannesburg, Lagos, London, Melbourne, Sydney, Singapore, and Toronto.
Visit our website at http://www.omega-performance.com
Contact:
Laura Walker
Omega Performance
+1 (704) 672-6060
www.omega-performance.com
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