Who is Effortless Experience?

Challenger is a global best practice professional services company dedicated to changing behavior in Customer Service, Sales, and Marketing teams. Our service programs are supported by ongoing research and backed by our best-selling book, “The Effortless Experience.”

Since 2015, we’ve offered complete customer service training programs to teach service reps the skills proven to reduce customer effort, including positive language, advocacy, flexing communication styles, acknowledging customer baggage, and others.

 

World Class Coaching for Supervisors

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

Customer Service Training for Employees

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 for an effortless customer experience

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96%

of customers are disloyal after high-effort service experience

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81%

of customers speak negatively after high-effort service experience

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Testimonials

“It is hard to find programs that actually work and deliver on what they promised.  It is especially difficult in the “soft-skills” area where so much is dependent on the actual rep. This program makes that easier.”

Pablo Valcarcel, Associate Director, Customer Care – Americas, Lonza

“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

“When questioned about the increase in our scores, I shared that it’s all about having great people who now have great strategies.  With the Effortless Experience™ skills, we can insulate the customer from all of the back office noise.  You can trust your people to stand in that gap.”

Marian Favors Director, Customer Support, Karl STORZ
Access our video testimonials here!

Our Advisors Can Meet You Anywhere

Challenger and Effortless Experience Advisors bring practical experience and business leadership to every customer servce skills training program

Meet Our Advisors
Casey Banta

Principal & Founder, Beyond Orange LLC

Sri Seshadri

Finance Director

Doug Ferreira

Former Senior Director of Global Sales Effectiveness

Resources

Effortless Experience Resource Center

The Effortless Experience Resource Center is designed to help customer service and support leaders manage...

  • Customer Service
Preparing Sales Teams to Work Virtually in Uncertain Times

The outbreak of coronavirus is propelling a lot of B2B commerce toward virtual. In an...

  • blog
  • Mar 12, 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
On-Demand: The Customer Experience Summit

The Customer Experience Summit is a no nonsense virtual gathering of customer service and experience...

  • events
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
Are You Expecting an Effortless Black Friday?

Ahhh, Black Friday.  A day that historically kicks off the holiday shopping season with massive...

  • blog
  • Nov 09, 2020
Being the Best Virtual Coach You Can Be

Being a successful coach is tough. Being a successful coach when you are working from...

  • blog
  • Jul 28, 2020
Technology Won’t Save You

Every day I have a front row seat to see the impact our research has...

  • blog
  • Apr 22, 2021
Still Waiting for the Elusive Return to “Normal”: Fourth Service Leader Pulse Survey Results

As we wind down the summer, the Effortless Experience team at Challenger deployed our fourth...

  • blog
  • Sep 14, 2020
So You Think You Can Change?

Think about the last time you tried something new. Most likely, you felt excited, but...

  • blog
  • Jul 30, 2020
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