LAUNCH

Research shows a strong correlation between how engaged your team is with its Customer Experience Management platform and customer loyalty. Therefore, designing and implementing a training program that will generate enthusiasm for the tool, and train team members not just on functionality but on how to leverage the tool to do their jobs better, is key to a successful program launch.

We design and deliver customized training packages for your company’s CEM programs, helping you determine who to train, when to train them, and how to roll out effective training at scale.

 

Our offerings start pre-launch and will support your program through roll out and into specialized workshops for advanced users.  Our training offerings include the following:

Once you select a new CEM tool, OGC collaborates with your team to develop a seamless integration program. We advise on considerations such as: training resources and timelines, internal communications, designation of program ambassadors in key sectors of your firm, and generating enthusiasm around the transition.

CHANGE MANAGEMENT ROADMAP
CHANGE MANAGEMENT ROADMAP

Designed to generate awareness and enthusiasm even before formal training begins, this communication details survey basics, key terms, alerts timeline, and summaries of each tab in the platform.

FRONTLINE QUICK REFERENCE GUIDE/TRIFOLD
FRONTLINE QUICK REFERENCE GUIDE/TRIFOLD

Live or recorded webinars combining presentation of key CEM concepts with a live demonstration of the survey and the CEM tool to train different user roles in: survey details, accessing the system, platform tools (bookmarks, filtering etc.) navigating and understanding the reporting, and best practices for leveraging the data for actionable insights.  

TRAINING WEBINARS
TRAINING WEBINARS

PDF resource incorporating report-by-report screenshots and detailed descriptions of reporting and functionality, as well as key program questions.

CUSTOMIZED USER GUIDES AND FAQ DOCUMENTS
CUSTOMIZED USER GUIDES AND FAQ DOCUMENTS

Narrated videos introducing key concepts and demonstrating the survey and platform, produced in accessible chapters by topic.

TRAINING VIDEOS
TRAINING VIDEOS

Interactive training videos developed by a professional e-learning production team on a dedicated LMS platform. These chapters allow additional interactive production elements, enhancing the user experience and integrating the videos with other organization e-learning resources.

E-LEARNING INTERACTIVE VIDEO RESOURCES
E-LEARNING INTERACTIVE VIDEO RESOURCES

Training lead will guide your organization’s trainers in using and developing/delivering training for the tool, and provide tips and best practices for CEM training.

TRAIN THE TRAINER SESSIONS
TRAIN THE TRAINER SESSIONS