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Customer Experience (CX) is your customers’ holistic perception of their experience with your business or brand - from your website, to customer engagement and receiving the product/service purchased.
Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients.
- Richard Branson-
Knowing that your employees play a critical role in delivering your CX strategies is one thing. Knowing how to prepare and equip them to shift to a customer-centric approach that meets the demands of a transformed customer is something else.
Based on a number of thought-leaders in the field of CX, here are eight combined tips we can recommend to manage and engage with the transformed customer:
In order to keep up with radical changes within the retail industry, it is essential to ensure that your business is customer-centric.
Connect with us over coffee to craft an organisational strategy that meets the demands of industry and your consumer!
Watch this 30min on-demand recording to hear some practical tips from Cassandra for young leaders in the world today.
Adapting learning strategies to the vicissitudes of societal change is not an easy task. It involves constant attention to developments in technology as well as…
The skills needed to cope with and thrive in our jobs is changing at a rapid pace. Our business models are needing to be digitized, driven by technological innovation
Mentoring as a talent development strategy is growth-oriented and promotes knowledge sharing within your organisation. Mentoring satisfies the first 2 of Forbes’s Top 5 Talent Trends for 2019:
employee-led learning and an everyday performance approach.
Increasingly, organisations are realising the many benefits of developing talent through coaching and mentoring programmes.
When deciding whether to implement coaching, mentoring, or both, consider the 5 C’s:
To ensure human capital sustainability, explore our Development Stack model or chat to us about how to create a talent development programme for your organisation.
Watch this 30min on-demand recording to hear some practical tips from Cassandra for young leaders in the world today.
Adapting learning strategies to the vicissitudes of societal change is not an easy task. It involves constant attention to developments in technology as well as…
The skills needed to cope with and thrive in our jobs is changing at a rapid pace. Our business models are needing to be digitized, driven by technological innovation
Watch this 30min on-demand recording to hear some practical tips from Cassandra for young leaders in the world today.
Adapting learning strategies to the vicissitudes of societal change is not an easy task. It involves constant attention to developments in technology as well as…
The skills needed to cope with and thrive in our jobs is changing at a rapid pace. Our business models are needing to be digitized, driven by technological innovation
Born into the world of artificial intelligence, augmented reality, machine learning and big data; Gen Alpha’s will be the most technically advanced, highly educated and
Whether this multi-generational workplace functions in an atmosphere of happiness and productivity or is stressful and challenging, is very dependent on
We cannot prepare for a future of the unknown. We can, however, prepare our people with the necessary skills to deal with the “unknown”.
According to the World Economic Forum, a four-step approach to achieving the optimal combinations of humans and machines, and ensuring the
Customer retention refers to a business’s ability to attract and retain customers. In retail, customer retention helps us to understand
Based on a number of thought-leaders in the field of CX, here are eight combined tips we can recommend to manage and engage with the transformed customer:
Mentoring as a talent development strategy is growth-oriented and promotes knowledge sharing within your organisation.
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The late Steve Jobs of Apple summed up talent’s importance with this advice:
“Go after the cream of the cream. A small team of A+ players can run circles around a giant team of B and C players.”
Management guru Jim Collins concurred:
“… the single biggest constraint on the success of my organization is the ability to get and to hang on to enough of the right people.”
Plan – make sure this is aligned to the company’s strategy and values
Attract - individuals who align to your brand
Assess - a leader’s performance and values before placement
Develop – an integrated overall development plan for all employees, rather than singling our individuals
Reward - non-cash forms of recognition can serve as a powerful retention tool
Learn more about our Development Stack model and how we can partner together to craft an organisational strategy that meets the demands of industry and your consumer.
Watch this 30min on-demand recording to hear some practical tips from Cassandra for young leaders in the world today.
Adapting learning strategies to the vicissitudes of societal change is not an easy task. It involves constant attention to developments in technology as well as…
The skills needed to cope with and thrive in our jobs is changing at a rapid pace. Our business models are needing to be digitized, driven by technological innovation
Through learning pathways, formal learning and work-based learning are combined into a work-integrated learning environment by offering authentic opportunities to demonstrate evidence of competence in skills, knowledge and ability against defined learning outcomes.
Purpose-driven Development
Interpersonal Skills Workshop
Upcoming Dates:
Location: Cape Town | Midrand
Learning Solution Type: Workshop |
Curriculum: Personal Development Programmes |
Develop and refine the communication skills, behaviors and tactics needed to interact with others effectively and enable good interpersonal relationships. |
Price and duration:
2022 Price: R2 750
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Learning Outcomes: - Define Interpersonal skills and interpersonal Communication - Develop good communication skills |
Methodology:
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Location: OMNI HEAD-OFFICE |
Price and duration:
2022 Price: R2 750
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Learning Outcomes:
- Define Interpersonal skills and interpersonal Communication - Develop good communication skills |
Methodology:
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Location: OMNI HEAD-OFFICE |
Ready to start your journey?
NEED MORE INFORMATION or Custom solution?
Conflict Handling Workshop
Upcoming Dates: 6 Oct 2022
Location: Cape Town | Midrand
Learning Solution Type: Workshop |
Curriculum: Personal Development Programmes |
Associated Courses: |
At the end of this training workshop you will understand the impact and consequences of conflict, recognising your own personal reactions and developing effective methods of handling conflict with greater confidence and success.
Price and duration:
2022 Price: R2 750
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Learning Outcomes: - Understand and define conflict - Understand and manage our emotions during conflict situations - Identify your own conflict handling style - Make use of other conflict handling styles in varying situations - Understand the importance of communication when handling conflict - Use ‘I feel’ statements when handling conflict - Apply conflict handling techniques - Handle challenging and unhappy customers |
Methodology:
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Location: OMNI HEAD-OFFICE |
Price and duration:
2022 Price: R2 750
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Learning Outcomes:
- Understand and define conflict - Understand and manage our emotions during conflict situations - Identify your own conflict handling style - Make use of other conflict handling styles in varying situations - Understand the importance of communication when handling conflict - Use ‘I feel’ statements when handling conflict - Apply conflict handling techniques - Handle challenging and unhappy customers |
Methodology:
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Location: OMNI HEAD-OFFICE |
Ready to start your journey?
NEED MORE INFORMATION or Custom solution?
Managing Meetings Workshop
Now Available online
Upcoming Workshop Dates: 12 Oct 2022
Location: Cape Town | Midrand | Online
Learning Solution Type: Workshop |
Curriculum: Leadership Development Programmes |
Associated Courses: |
Discover and understand how to effectively and efficiently conduct and participate in meetings that yield valuable contributions and purpose-driven outcomes with this interactive workshop.
Price and duration:
2022 Workshop Price: R3 300
2022 Online Price: R299 |
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Learning Outcomes: - The purposes of having meetings |
Methodology:
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Location: ONLINE OMNI HEAD-OFFICE |
Price and duration:
2022 Workshop Price: R3 300
2022 Online Price: R299 |
Learning Outcomes: |
Methodology:
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Location: ONLINE OMNI HEAD-OFFICE |
Ready to start your journey?
...or book your preferred workshop dates:
NEED MORE INFORMATION or Custom solution?
Creativity Workshop
Now Available online
Upcoming Workshop Dates: 26 - 27 Oct 2022
Location: Cape Town | Midrand | Online
Learning Solution Type: Workshop |
Curriculum: 2030 Workforce Skills |
Associated Courses: |
The ability to generate ideas in an attempt to solve a problem, produce something new or improve/advance a current idea by using blue sky thinking and out of the box disciplines that lead to the deliberate act of turning original and inventive ideas into realities.
Price and duration:
2022 Workshop Price: R6 325
2022 Online Price: R600
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Learning Outcomes:
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What is expected:
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Location: ONLINE OMNI HEAD-OFFICE |
Price and duration:
2022 Workshop Price: R6 325
2022 Online Price: R600
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Learning Outcomes: |
Methodology:
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Location: ONLINE OMNI HEAD-OFFICE |
Ready to start your journey?
...or book your preferred workshop dates:
NEED MORE INFORMATION or Custom solution?
Problem-Solving and Decision-Making Workshop
Upcoming Dates: 15 Nov 2022
Location: Cape Town | Midrand
Learning Solution Type: Workshop |
Curriculum: Personal Development Programmes |
Associated Courses: |
Enables you to find speedy and effective resolutions to a diverse array of problems – and to encourage creative thinking as an effective tool in problem-solving within organisations.
Price and duration:
2022 Price: R2 750
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Learning Outcomes: - Identify problems effectively and explore an array of possible solutions |
Methodology:
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Location: OMNI HEAD-OFFICE |
Price and duration:
2022 Price: R2 750
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Learning Outcomes: |
Methodology:
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Location: OMNI HEAD-OFFICE |
Ready to start your journey?
NEED MORE INFORMATION or Custom solution?
Author: Roshni Cornelius – Contact Centre Programme Manager – Omni HR Consulting
Innovation and disruptions are constantly changing the goal post in the Contact Center industry and keeping abreast with the skills needed, becomes a skill on its own. It is therefore important that Education and Training progress and transition as needed in an evolving environment.
Redundancy is not an option!
Skills development has been identified by various bodies and opinion polls as lacking in the current workforce.
Artificial Intelligence (AI) is a major contributor to the volatility within the Global Business Sector to the point that the critical skills list of South Africa is under review.
Carol Paton for Business Live (New critical skills list for SA expected in 2020; June 2019) has reported that “among the major changes is that the category of corporate general manager has been excised — an omission that has raised concern among business organizations”. Yet BPESA has identified this to remain a critical skill and has included Contact Center Management in the GBS “Future Skills Framework”.
People who call into a CC will be assisted by AI which evolves and adapts with human interaction and their inquiries. It will pick up trends and patterns of behaviour and will adjust accordingly. However, a consumer still has a need for human interaction at an emotional level. EQ remains a pivotal functional skill of management at any level. Hence the importance of “redefining the skills that set us apart from automation”.
No Industry is Safe from Artificial Intelligence!
AI will encourage efficiency and the optimal use of emerging technology; however, it lacks the empathy required when dealing with customers and the complexities of employee well-being. Trust is a huge contributor to customer experience and satisfaction and although their needs of proficiency and accuracy can be met by AI, the human factor should not be undermined.
Contact Center Management has been deemed a scarce and critical skill within the contact centre industry. Yet not may training providers offer accredited training for it. Omni is the disruptor within this industry through their forward-thinking approach in the design and development of this program in line with Workforce 2030 Skills. They have ensured that additional complex skills needed in CC’s are developed and higher levels of thinking is initiated through workplace assessment and practice.
This qualification is ideally suited to satisfy the current and future needs of CC’s. Omni has redefined the skills needed for 2030 that will allow Contact Center Professionals to navigate artificial intelligence and still maintain the human factor that is needed to cement trust in the contact centre.
The table below lists the 2030 skills required, matched with the SAQA unit standards of the current National Diploma: Contact Center Management. I do believe that through OMNI’s delivery methods, workplace activities and assessment strategy, they are already gearing leaders in the Contact Center towards the 2030 Workforce
AI is disrupting and will continue to challenge contact centres, much like mobile phones disrupted Kodak in photography and Netflix disrupted Box Office in the way we watch movies. Technology will always be prevalent in any progressive environment. So will complex functioning skills such as cognitive flexibility, creativity, collaborative management, decision making, critical and computational thinking and service orientation (with a focus on trusting relationships).
Despite the fear that Management as a skill might be dropped from the critical skills list as gazetted in 2014, I do believe that Contact Center Management is a progressive skill that will still be needed in the contact centre workforce for years to come.
https://www.businesslive.co.za/bd/national/2019-07-31-new-critical-skills-list-for-sa-expected-in-2020/
http://www.dha.gov.za/images/immigration_critical_skills.pdf
https://www.talent360.co.za/article/skills-development-in-south-africa/
Having discovered our motivation (“Why”), and laid out core principles (“How”), we finally turn to “What” we do and how it translates into business success.
Most companies and people know “how” they do what they do. A carpenter knows how to sand wood. Similarly, a company knows how it sells its product. The “How” …
Personally, I do not believe that the traditional approach to training and development will support long-term future sustainability for either the Skills…
Public Courses
Public Courses
COURSES AVAILABLE ONLINE
Talk to us about our virtual learning solutions
Are you looking to develop and grow key employees within your business?
Or are you an individual ready to take charge of your own development and career?
SELECTED COURSES NOW AVAILABLE ONLINE
Talk to us about our virtual learning solutions
Our public course’s offer a variety of accredited and non-accredited programmes spread across three platforms and scheduled on pre-defined dates to help you achieve your development goals! As a business, contact us to discuss your unique requirements; whether it be customised training dates, a different venue or a closed workshop of 8 or more, we’ve got you covered.
These accredited solutions are aimed at ETD practitioners wishing to gain formal learning within the Education, Training and Development sector and make provision for both full and Recognition of Prior learning. Learners can be exposed to various skills development opportunities to further their career paths from entry level to advanced, including specialised streams.
Our Contact Centre programmes provide Contact Centre employees and leaders with the knowledge, skills and understanding required to meet and exceed business objectives through high performance. This suite facilitates the essence of having meaningful conversations that will allow Contact Centres to reap the rewards of agent retention, a loyal customer base and greater revenue
Leading and managing teams in the workplace can be overwhelming! Just when you think you have it all sorted, it feels like the team is back to ‘storming’. Balancing the management tasks while truly leading a team with coaching, feedback and motivation is not easy. Let us help you learn and apply the knowledge and skills required to be a successful manager and leader…
Are you ‘Human' enough for the 4th Industrial Revolution?
The 4th IR, AI and robotics brings about the disruption and urgency for us to redefine our skills that will set us apart from automation. With the need for more ethical leadership we need to hone our skills and ensure that our teams are prepared for the challenges that integration with AI brings in the 4th IR.
Our 2030 Workforce Skills courses provide the opportunity for interactive discussions and thought-provoking self-reflections, while encouraging individuals to be open to being vulnerable. Thus, evoking the desire for personal growth and the change required for success.
NEED MORE INFORMATION or Custom solution?
Management National Certificate
Available online
Upcoming Dates: TBC
Location: Online
Our Managerial Development programme covers four domains being: leadership, self-management, people management and management practices. It is intended to empower learners to respond to challenges in the economic as well as work environment, giving them the confidence to evolve and adapt to the ever-changing business needs. Thus, enhancing efficiencies and effectiveness which results in increase productivity levels and the business profitability.
Price, duration and Access Criteria:
2024 Price: R21 780 - Learners must be employed and gearing themselves towards management.
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Methodology: - Block Classroom training.
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Learning Outcomes: - Explain the structure and management functions of an organization.
- Motivate team members. - Enhance team performance. - Know a team leader’s role. - Recognize the need for, propose and effect change in the workplace. |
Location: ONLINE OMNI HEAD-OFFICE |
Price, duration and Access Criteria:
2024 Price: R21 780 - Learners must be employed and gearing themselves towards management.
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Learning Outcomes: - Explain the structure and management functions of an organization.
- Motivate team members. - Enhance team performance. - Know a team leader’s role. - Recognize the need for, propose and effect change in the workplace. |
Methodology:
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Location: ONLINE OMNI HEAD-OFFICE |
Ready to start your journey?
NEED MORE INFORMATION or Custom solution?
Generic Management Further Education & Training Certificate
Available online
Upcoming Dates: TBC
Location: Online
This Managerial Development programme covers four domains being: leadership, self -management, people management and management practices. It is intended to empower learners to respond to challenges in the economic as well as work environment, giving them the confidence to evolve and adapt to the ever-changing business needs. Thus, enhancing efficiencies and effectiveness which results in increased productivity levels and the business profitability. The qualification allows managers to collect, organise and critically evaluate information to measure business, team and individual performance.
Price, duration and Access Criteria:
2024 Price: R27 500
Access Criteria: - Grade 12 Certificate or equivalent.
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Learning Outcomes: - Planning: Develop plans to achieve defined objectives. |
Methodology: Virtual Learning:
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Location: ONLINE OMNI HEAD-OFFICE |
Price, duration and Access Criteria:
2024 Price: R27 500
Access Criteria: - Grade 12 Certificate or equivalent.
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Learning Outcomes: |
Methodology: Face to Face or Virtual Learning: This learning intervention will be offered via classroom - based training. Coaching and learner support will be conducted as a Work integrated Learning (WIL) platform where a coach will support the learner with one on one sessions to give feedback on the assessment decisions. Learners will be attending two weekly classroom sessions during the month. With coaching sessions schedule as an Adobe connect session and one on one coaching sessions at our offices. The learner will complete a Formative assessment and a Summative assessment of which the learner has three attempts to reach a competency level.
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Location: ONLINE OMNI HEAD-OFFICE |
Ready to start your journey?
NEED MORE INFORMATION or Custom solution?
Assessment Tool Design Skills Programme
Available online
Upcoming Dates: 6 - 7 June 2024
Location: Online
This skills programme will guide individuals who are required to design and develop consistent, credible, reliable, fair and unbiased assessments of learning outcomes.
Price, duration and Access Criteria: 2024 Price: R5 418
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Learning Outcomes: - Demonstrate an understanding of design principles of outcomes-based assessment. |
Methodology:
This 2-day programme, comprising theory and practical learning, enhances the design and development of aligned and accredited learning material for the workplace learner. |
Location: ONLINE OMNI HEAD-OFFICE |
Price, duration and Access Criteria: 2024 Price: R5 418
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Learning Outcomes:
- Demonstrate an understanding of design principles of outcomes-based assessment. |
Methodology: Face to Face or Virtual Learning: This 2-day programme, comprising theory and practical learning, enhances the design and development of aligned and accredited learning material for the workplace learner. |
Location: ONLINE OMNI HEAD-OFFICE |
Ready to start your journey?
NEED MORE INFORMATION or Custom solution?