Oxygen’s agile approach creates scalable, modernized, role-based enablement to help customer service and support agents achieve business results. Our enablement architecture is an outcome-based, multi-modal view of what someone must know and do over time to be successful in their role. The enablement we create is integrated with the flow of work, over the lifetime of an employee’s role.
For customer service, call center agents, and support teams, today’s workplace is more complex than ever, with customers expecting to solve their problem—sometimes without ever wanting to talk to a human. Oxygen believes that what service agents need to succeed is far more than just “training.” Yet most organizations still create generic experiences whose approach to service and agent success is rooted in antiquated, one-size-fits-all modalities that pull people off the phones and put them into an environment that overloads them with too much content.
Agent Onboarding and Ongoing Development. Agent onboarding in many organizations is overloaded with far too much information and many new hires abandon their posts before even taking the first call. This type of productivity-preventing approach is costing businesses billions in lost opportunity and attrition. Oxygen creates agent onboarding and ongoing development programs that are designed to achieve measurable business results, not check a box, and has helped thousands of agents achieve tangible goals.
Consultative Agent and Partner Development. Modern service models in large organizations are complex, involving partners, agents, resellers, and distributors. Oxygen’s role-based approach ensures that the right enablement happens for the right audience. We collaborate with business and channel owners to ensure relevance, scalability, and ongoing upkeep.
Front-Line Management Development. When it comes to ongoing development and coaching, supervisors and front-line managers are among the most neglected population, often times starting off as high performer in the call center who are promoted into management positions with little or no experience managing teams. Oxygen gets to the heart of management roles. We create enablement and development programs for managers that integrate with their jobs and help them be mentors and leaders of high performers.
Facilitator/Trainer Development and Certification. Oxygen provides trainers and facilitators with certification in facilitated experience. We use the Accelerated Learning methodology, so that businesses can support and develop their trainer or facilitator roles and can provide more ways to utilize their facilitation skills outside of a classroom setting.
How We Work
Oxygen’s customized, scalable experiences are created using our role-based methodology, specifically designed for someone in a role (the “audience”) to achieve results that are tied to a business outcome.
Our collaborative process starts with defining that outcome and creating the measurements that support the outcome. For example, “A seller is onboarded when they can close a deal” connects education to the outcome of impacting revenue. We learn about the audience’s environment and the type of customers they work with and make a map of everything they need to know and do to achieve the measurement.
From this architected view of their role, we build out the enablement, which is delivered through immersive experiences that are appropriate for the type of development and engagement needed to drive the outcome.