World Class Coaching for Supervisors

Build world class coaches across your function using an integrated framework to ensure the sustained development of reps.

Low Effort Skills for Reps

Deliver transformation to your organization by equipping your Reps with the nine skills needed to deliver a low-effort experience no matter how challenging a scenario.

Quality Assurance Transformation

Modernize your quality assurance function to incent and reward the right customer-centric behaviors.

Testimonials

“This investment in coaching, and the overall development of our people, has changed the culture of our call center. You can see it in the data and out on the floor every day in how we help customers.”

Jim LeMere Director, Northwestern Mutual

“As a premium provider in our space, our service experience is a true opportunity to differentiate. We saw a 20% reduction in escalations, which means we are solving customer problems the first time around. In fact, our customer VOC reflects that our reps are proactively solving problems before they are a challenge for our customers.”

Randy Kobat, SVP Retail Solutions vAuto

“What we hadn’t expected was the level of enthusiasm that would begin to permeate the call center well beyond the pilot group…the program has increased our center’s feedback culture, and has impacted our collaboration climate for the better. There is greater knowledge-sharing across the frontline and a greater sense of purpose in the work of serving the customer.”

Location Manager, Nuon
96%

of customers are disloyal after high-effort service experience

81%

of customers speak negatively after high-effort service experience

Our Advisors Can Meet You Anywhere

Challenger and Effortless Experience Advisors bring practical experience and senior business leadership to every live training or workshop event.

Meet Our Advisors
Casey Banta

Principal & Founder, Beyond Orange LLC

Sri Seshadri

Finance Director

Doug Ferreira

Former Senior Director of Global Sales Effectiveness

Resources

Coaching Accountability in a Virtual World

Fact: Creating a culture of coaching accountability is hard. Through numerous coaching effectiveness surveys that...

  • blog
  • May 26, 2020
Waning Optimism and Waning Contact Volumes – Service Leader Pulse Survey 2 Results

It has been about six weeks since our first survey results were released detailing service...

  • blog
  • Apr 27, 2020
Bold Decisions During Uncertain Times

I’ve been talking to a number of customer service leaders over the last three weeks,...

  • blog
  • Apr 07, 2020
Customer Service Leaders in Response to Coronavirus

Download the infographic with insights into how customer service leaders and organizations are preparing for...

  • Infographic
Navigating Customer Service and Support in Uncertain Times

It’s safe to say that the first few months of 2020 will not be soon...

  • blog
  • Mar 13, 2020
How to Drive Your AHT Down to Zero

I love Dilbert cartoons. My favorite closely aligns with my day-to-day work and portrays Dogbert...

  • blog
  • Feb 05, 2020
Building the Business Case for Customer Effort

The Building the Business Case for Customer Effort whitepaper breaks down compelling reasons to track...

  • Whitepaper
Key Capabilities to Drive Contact Center Rep Performance

Download the Key Capabilities to Drive Contact Center Rep Performance whitepaper for insights into how...

  • Whitepaper
The Uncommon Customer Experience: Service

Download the Uncommon Customer Experience Service Whitepaper for insights into what's needed to build a...

  • Whitepaper
A Megaphone For Complaints: Social Media’s Impact on Customer Service

You've seen the social media posts that have gone viral when a company's customer service...

  • blog
  • Dec 19, 2019