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The Competitive Edge eNews is available in four editions:
Banks | Contact Centers | Community Banks | Credit Unions
The Competitive Edge for Banks
Strategies to increase sales and revenue, improve credit decision-making and portfolio quality, and optimize the performance of people
19 August 2008 Credit Use Case Studies to Build Credit Analysis SkillsExperienced risk managers and commercial lenders need advanced analytical skills and knowledge to effectively evaluate complex commercial lending opportunities.
Case studies are an ideal way to build lenders' advanced credit analysis and management skills. Each case study should focus on a unique set of commercial risk management issues and challenge lenders to perform an intensive financial analysis to identify and mitigate the business and financial risks to both the prospective borrower and your institution. The information gathered is then used to structure appropriate credit solutions. Learn more about improving credit performance ... Sales & Service Observe the Customer ExperienceObserving an entire conversation with a real customer will help you provide specific coaching to your employees about what they are doing well and how they can improve their skills and knowledge. These situations can even be used to impress the customer. When you tell customers about your practice of observing conversations in order to provide the best service possible, it demonstrates two very important things:
That is what highly service-oriented retail and service establishments like Nordstrom, Saks, the Ritz-Carlton and others do. They proudly tell customers about the role of the coach in monitoring the quality of customer service. Learn more about improving sales and service performance ... Leadership Be Resilient in the Face of ChangeChange is inevitable. By developing resiliency, you can take charge of your bank's next change initiative and successfully navigate through the process.
Learn more about improving leadership performance ... IFRS Opinion Survey Take a few moments to complete our survey and tell us how the convergence of GAAP (Generally Accepted Accounting Principles) and IFRS (International Financial Reporting Standards) is affecting you and your business. Web Events You Won't Want to Miss International Financial Reporting Standards What Kind of Executive Coach Are You? September 9, 2008 Sustaining Learning Beyond the Training Event September 17, 2008 U.S. Public Seminar Understanding Corporate Finance November 6, 2008 November 13, 2008 More information and to register New Articles "When You Are Up to your Waist in Alligators it is Hard to Remember You Started Out to Drain the Swamp" or, "Remember When Real Estate Loans Made Us Lots of Money?"It is no secret that the commercial real estate market is following the same negative trends we have seen in the residential real estate markets over the past year. It is also no secret that many financial institutions have long held to the premise that: "If you lend on dirt, you can't get hurt." We are now seeing that this long-held premise has all of the validity of an old wives tale. Download the complete article, authored by Dr. Jerry Crigger, Omega Performance's vice president and senior consultant: credit and risk. Knowledge CurrencyPublished in Mortgage & Finance Brief (Aug./Sept. 2008 issue) Online learning offers many advantages for time-poor brokers and programs can be individually customized to suit specific education needs. Get your complimentary copy of this article, authored by Howard Cook, Omega Performance's new business and alliances manager, Australia, now. Quick Links ... Our Website | Our Blog | Events | Omega News | About Omega | Complimentary Resources |
The Competitive Edge for Contact Centers
Tips and techniques for turning contact centers into profit centers
August 2008 Today's Tip 4 Ways to Make eLearning Stick in the Contact CenterHow do you ensure the skills and knowledge conveyed in your online contact center training programs are actually retained by your agents? Here are four tips for making sure your valuable eLearning sticks with agents for the long term:
Learn more about improving contact center performance ... New Solutions to Improve Business Performance Product Mastery Solution SetMove beyond traditional product knowledge training with four new solutions that help you and your staff capture more sales opportunities, cross-sell more products and services, and retain more customers. Come See Omega ICCM Canada Conference & ExpoWhen: October 8, 2008 Quick Links Our Website | Events | Omega News | About Us | Complimentary Resources |
The Competitive Edge for Community Banks
Strategies to accelerate your business performance
July 2008 Performance Improvement Tip Avoid Loan Documentation ProblemsInadequate loan documentation poses serious threats to your bank's profitability, credit quality, and reputation in the marketplace. Proper documentation procedures include more than just filling out the forms. Lenders must know what documents are required and why, be able to answer all questions about the loan they have made, and prove what they have done is in accordance with the law.
Learn more about improving community bank performance ... New Blog for Bankers Debuts Ideas You Can Bank OnJoin our newest forum where banking experts Dr. Jerry Crigger and Mark Faircloth share advice, information, and the latest trends in financial services -- all aimed at helping you improve business performance. Web Events You Won't Want to Miss Leading People Through ChangeLearn to build your change resilience, coach your people to commitment, and increase business results. July 30, 2008 12:00 PM - 1:00 PM Eastern Time (U.S. & Canada) U.S. Personal Tax Return AnalysisAugust 12, 14, 19, 2008 12:00 PM - 1:30 PM EDT 11:00 AM - 12:30 PM CDT International Financial Reporting StandardsLearn why IFRS is a game changer for commercial lending in the U.S. August 28, 2008 12:00 PM - 1:00 PM Eastern Time (U.S. & Canada) Featured Papers A New Era in Retail Financial ServicesAvailable for download now is Omega Performance's guide to harnessing the profit potential in creating, advancing, and sustaining customer connections. Get your complimentary copy now ... Diagnosis: Cash-Ache: Analyzing Business Borrowing CausesSee a key element of Omega's acclaimed Decision Strategy in action and gain insight into how to reduce analysis time, improve underwriting quality, and build more rewarding customer relationship in this complimentary eBook. Download NowDownload Now Quick Links Our Website | Events | Omega News | About Us | Complimentary Resources |
The Competitive Edge for Credit Unions
Strategies to deepen and widen member relationships
14 August 2008 Performance Improvement Tip Ask First, Then TellWhen trying to help members, always remember: Ask First, Then Tell.
You'll learn a lot about your members by asking questions that begin with broad phrases. And you'll also help your members think through what's really important to them, which is the true mark of being a relationship builder. The second type of question is called focused because these questions encourage members to respond in a specific, or targeted, way. "How much have you already saved for retirement?" Asking both opened and focused questions is important if you really want to explore members' needs, find the best solution, and build member connections that last a lifetime. Learn more about improving your credit union's performance ... Public Seminar Understanding Corporate FinanceA one-day, highly interactive seminar where you will learn how to effectively assess risk and build profitable client relationships -- the key to long-term success in today's sophisticated commercial banking environment.
More Information and to Register Complimentary Web Events You Won't Want to Miss International Financial Reporting Standards
What Kind of Executive Coach Are You?
QuickLinks Our Website | Our Blog | Events | Omega News | About Us | Complimentary Resources |
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Banks | Credit Unions | Community Banks | Contact Centers