Our portfolio of Effortless Experience™ solutions supports the consistent delivery of proactive, low-effort customer service transformation.
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.
“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.”
“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.”
“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.”
“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.”
“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.”
Challenger and Effortless Experience Advisors bring practical experience and business leadership to every customer servce skills training programMeet Our Advisors
Principal & Founder, Beyond Orange LLC
Former Senior Director of Global Sales Effectiveness