Contact Centre Omnichannel Service – for the employees servicing all customer channels
With increasing channels of customer communication being managed through the contact centre, it’s operationally more efficient to set up blended channel queues, where employees/agents handle not only different types of enquiries, but different channels as well.
For example, they may handle a phone call and then respond to an email. Or they may handle a phone call followed by a live chat or video chat and back to another email. You get the drift.
Implemented effectively, running a blended channel environment provides benefits to customers, employees and the organisation. For many, the focus when shifting to this environment is on technology, but the reality is there are three critical stakeholders we refer to as the CEO where C=Customers, E=Employees and O=the Organisation and all three are fundamental in Contact Centre design and operation.
This Contact Centre Omnichannel Service training course is focused on equipping frontline employees with the understanding, mindset and skills they need to ensure they succeed in the omnichannel environment.
While we’ve been teaching a range of single-channel courses that provide the skills and know-how required to deliver great phone calls, email, live chat, social media and video chat for over 20 years, when you’ve got to combine them all it requires some specialist skills!
So we’ve taken the best of the best of each of the single channel courses, combined it with the experience we have working with advanced omnichannel clients across the world and designed this course exclusively for contact centre/customer service centres running (or planning to run) and multi-channel/omnichannel queue.
Contact Centre Omnichannel Service training course Fast Facts
Optimised for online training!
Whilst we have been delivering our workshops face to face (in a pre-COVID world) for decades, we have now fully optimised this course to be delivered online using Zoom teleconferencing. There are many benefits to online training and importantly, our customer review scores and testimonials have continued to remain high which is the ultimate test!
The Contact Centre Omnichannel Service training course is our most comprehensive frontline agent training course available – covering the do’s and don’ts of each and every channel of communication out there. Because that’s what it takes to succeed in omnichannel environments.
The public version of this course is delivered over 4 x 4-hour sessions on consecutive days (a total of 16 hours of facilitated live training), or alternative training schedules are available for private bookings.
Who should do this course?
The Contact Centre Omnichannel Service training course has been designed to equip frontline employees with the premium skills required to excel in a contact centre/customer-facing work environment.
We recommend this course for existing omnichannel environments or for those organisations that seek to implement true omnichannel environments in the future.
The modules have been designed to be delivered in a structured manner enabling students to progressively build their skills with lots of checkpoints along the way to ensure the learning is sinking in!
The skills we teach are applicable to all industries, products and services and any employee that interacts with customers across multiple channels throughout the course of their day or week.
Typical roles include:
- Contact centre agents (sales or service)
- Customer service employees
- Office/Administration employees
- Telephone account management
- Complaints/Resolutions teams (although if you handle lots of complaints check out our Managing Difficult Customers course)
What you’ll learn
Over 16 hours of facilitated learning (4 x 4-hour workshops covering 8 modules), the Contact Centre Omnichannel Service training course is designed to equip frontline employees with the skills & knowledge to deliver outstanding customer service in an omnichannel environment.
Module 1: The Blended Channel Environment – what is it and why now?
It’s important for anyone working in a blended channel environment to understand what that actually means, how it compares to more ‘traditional’ channel design and why it benefits today’s customers, the employees themselves and the organisation at large.
- Defining the Blended Channel Environment
- Compare & contrast Blended to Traditional Channel Design
- What blended means for Customers
- What blended means for you and your Colleagues
- What blended means for your Organization
- Summing up the benefits using C E O (Customers, Employees, Organization)
Module 2: The Four Step Pattern for Managing an Inbound Customer Enquiry
Scripts don’t work very well with today’s Customers. But patterns and techniques do.
They strengthen the confidence & delivery of the Agent. And they ensure a great Contact Centre interaction for the customer.
This is the essential pattern we can apply across nearly any channel with the understanding we’ll tailor the pattern to fit the inherent ‘uniqueness’ of each channel.
- Step One: Greet
- Greet KPIs and behaviours
- Step Two: Listen
- Listen KPIs and behaviours
- Includes Human Touch & Empathy
- Step Three: Control
- Control KPIs and behaviours
- Includes How to be consultative
- Step Four: Solution
- How to Present a Basic Enquiry
- How to Present a Problem-Solving Solution
- How to Present a Product & Service Solution
- Big Picture thinking for today’s Customer (or a bit of CX)
- The Customer Experience Pyramid
- The role of the Customer Journey in delivering a better experience
- Transaction or Relationship? What’s the difference?
- The core responsibilities of the Contact Centre Touchpoint today
Module 3: How to succeed on the Phone
For many Customers, the phone remains an essential channel when their enquiries involve complexity and/or emotion.
Here are the ideas, insights & tips that make your phone conversations ‘work’.
- 5 Golden Rules for Phone-based Service
Module 4: How to succeed on Video Conference
In our ‘new normal’ people have used video conferencing in one form or another for work and for family. Talking to people on screen is a new normal behaviour.
Here are the ideas, insights & tips that make your Video conferencing ‘work’.
- 5 Golden Rules for Video Conference service
Module 5: How to succeed on Emails
Email is probably the most challenging channel of all. Because it takes detective work combined with solid email writing ability.
Here are the ideas, insights & tips that make your Emails ‘work’.
- 5 Golden Rules for Email service
Module 6: How to succeed on Live Chat
Is Live Chat like phone? Well yes and no. Is Live Chat like email? Well yes and no. Now we get to combine writing ability with synchronous communication skills.
Here are the ideas, insights & tips that make your Live Chats ‘work’.
- 5 Golden Rules for Live Chat service
Module 7: How to succeed for Social Media service
Social media requires you to think on your feet.
And social media is fast & easy for Customers to access and they’re well aware that they have multiple audiences for their posts – including other Customers.
Here are the ideas, insights & tips that make your Social Media service ‘work’.
- 5 Golden Rules for Social Media service
Module 8: The Psychology of Channel Switching
There’s some neurological science involved in ‘channel switching’. Here’s the science and what to consider when you work in a channel-switching environment.
- How your brain works and what to know about channel switching
- Channel switching isn’t the same thing as multi-tasking
- All you need to remember about any Customer interaction
- How to take care of your brain
About Your Trainer
The trainer for the Contact Centre Omnichannel Service training course is Daniel Ord from OmniTouch International – recognised as one of the leading customer experience and contact centre trainers in the world.
Daniel has trained over 50,000 participants across over 40 countries and is regularly featured in leading customer management publications and he has been a regular visitor to Australia for over 20 years.
Credentials-wise, Dan is a Certified Customer Experience Professional (CCXP), one of only a handful of recognised CXPA trainers in the world, an International Customer Management Institute (ICMI) Certified Associate, a Call Centre Industry Advisory Council Training Partner (CIAC), Net Promoter Certified and Daniel was the first to bring professional management level Contact Centre certification to Asia back in the early 00s (he was based in Singapore for 20 years).
Daniel is consistently regarded as the best trainer in the industry with his incredible subject matter expertise, excellent storytelling with real-world examples, a great sense of humour and a clear passion for the industry and helping people excel.
So it’s not surprising to note that despite all the numerous industry accolades and recognition, it’s the Customer Testimonials Daniel is most proud of and you can read a selection of his recent testimonials below.
Daniel Ord Testimonials
We consistently receive great feedback and testimonials from participants and managers who have completed a training course with Daniel Ord with a selection of testimonials below.
Very Good - Clear explanations and Scenarios
Highly recommended, the course is good!
Suitable for All Call Centre Leadership Roles
Daniel and Marcus were brilliant in delivering a 2-day course (4-hours each day) that is current, relevant and easily tailored to different types of Call Centre leadership roles. I’ve acquired skills that I can implement immediately in my role to help create and maintain an environment and culture where our people thrive.
Operations Management for Team Leaders
I thoroughly enjoyed the Operations Management for Team Leaders training conducted by Daniel Ord. His training style is enriching and highly applicable to today’s context, making the content relevant and easy to relate to. Daniel is an engaging trainer who keeps you on your toes throughout — you certainly won’t find yourself dozing off!
What stood out most was how he opened up perspectives from multiple angles — the management view, the employee view, the customer view, and the reality on the ground.
A special mention to Marcus, who was incredibly helpful throughout the training. When we were unable to access the training materials, he promptly stepped in, which was greatly appreciated!
Personal and Energetic Training
I felt that Dan had a real passion for the topic at hand and expertly guided us through the topics, as well as answering questions in depth.
Why Businesses Trust CX Skills
At CX Skills, we focus on what we do best - delivering expert-led training in customer service, customer experience (CX), contact centres, workforce optimisation (WFM/WFO), and workplace wellness. Unlike generic training providers, our courses are developed and facilitated by industry professionals with real-world experience who know what it takes to succeed.
We’re the official training partner of the Australian Customer Experience Professionals Association (ACXPA), and we’re a small business, proudly Australian-owned and operated.
Trusted by hundreds of businesses and backed by outstanding customer testimonials, CX Skills ensures your team receives training that is practical, engaging, and designed for real-world success.
Customer Reviews & Testimonials
Our customers love what we do! Here’s a sample of what they have to say, or you can read all our customer reviews here >
Some of the Organisations We've Trained
We’re proud to have worked with a diverse range of organisations across multiple industries, sizes, and sectors. 👉 See the full list of our customers here >
Built for Private Training
The Omnichannel Customer Service course is only available as a private booking for a minimum of five employees.
This provides you with maximum flexibility in selecting the dates and times that work best for your business and enables your employees to freely discuss customer service challenges, customer examples, etc, relative to your business that wouldn’t be appropriate in a public course.
Discounts are available for training larger groups/teams.
Pricing and Payment Options
The Contact Centre Omnichannel Service training course is $1,297 AUD per person ex GST for the 16 hours of facilitated learning (four x 4-hour sessions).
We require a minimum of five employees for a private booking for this course.
On booking, you will be sent an invoice for payment by either credit card or direct bank transfer.
Available Discounts
- Discounts are available for training larger teams or workplaces.
- ACXPA Members save 25% off all CX Skills, including self-paced training courses and a host of other benefits. Learn More >
Contact us for booking information, pricing and availability >
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