27th Feb 2007 05:01
Omega Performance (LSE:INF) announced today the availability ofonline demonstrations for Skill Builders, a series of ongoingreinforcement customer service training and coaching sessions forcontact center agents and managers. The sessions, which are presentedin PowerPoint and delivered in a team meeting format, are designed tostrengthen the skills and behaviors learned in Omega Performanceworkshops, enabling agents and managers to serve customers moreprofitably and improve contact center productivity and efficiency. £ Ten Skill Builder demos are now available via Omega Performance'swebsite at http://www.omega-performance.com. The following customerservice and coaching topics are covered: exploring needs, creatinginterest, handling objections, closing techniques, creating effectiveaction plans, removing obstacles, quick coaching, coaching the coach,and handling resistant behaviors. The interactive demonstrations allowcontact center staff to experience the power of Skill Builders rightat their desktops in just a few minutes. For agents, topics are basedon the behaviors necessary to provide a dynamic customer experience,including a consultative sales approach. For managers, topics arebased on Omega Performance's high-impact coaching skills, which arereinforced via activities that simulate real-life customer service andperformance management situations in the contact center environment. £ "Ongoing reinforcement training is the key to long-term behaviorchange and improved performance in the contact center environment,"said Laurie Hotard, Omega Performance's senior contact centerconsultant. "Skill Builders give contact center staff opportunities topractice what they learned in training as well as additional sales andservice tools they need to be successful. At no cost and only a smallinvestment of their time, the demos will prove the value our SkillBuilders will add to their long-term learning and developmentstrategies." £ About Omega Performance: Omega Performance has enabled more than2,500 firms worldwide to drive and sustain improved business results.The company is a wholly owned subsidiary of Informa plc (INF on theLondon Stock Exchange), the leading international provider ofspecialist information and services for the academic and scientific,professional and commercial business communities. Informa has over 150offices in more than 40 countries and employs over 7,000 staff aroundthe world. Omega Performance is headquartered in Charlotte, N.C., USA,with major offices in Auckland, Johannesburg, Lagos, London,Melbourne, Sydney, Singapore, and Toronto. Copyright Business Wire 2007Related Shares:
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