Low-Effort Skills for Reps

Our Effortless Experience Capabilities Builder delivers transformation to your organization through hands-on change management support and direct training for your contact center reps.

Specifically, through a combination of layered and blended learning, your reps will learn the nine skills required to deliver a low-effort customer service experience through our Effortless Experience skills framework. The program leverages adult-learning best practices and includes live classroom sessions, online learning, and scenario-based peer practice.

37%
 

High effort experiences cost 37% more than low effort experiences

Our team of experts will guide you through change management best practices to lay a foundation for success, and we’ll lead a series of classroom sessions for your reps
After completing the classroom experience, your reps will engage in online reinforcement and scenario-based role plays with their peers
Our trainer certification program ensures this isn’t flavor-of-the-month and reinforcement toolkits keep learning fun
Your reps will have an opportunity to earn a certification at the end of the program

Ready to implement an Effortless Experience?

 

Contact us

“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

“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

“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

Resources

2022 Pulse 6 Survey Results

Challenger conducts pulse surveys to uncover and explore current trends in the sales industry.

  •  Infographic
Winning the Challenger Sale, Episode 5: Persuasive Storytelling

Welcome to the Winning the Challenger Sale (WTCS) webinar series, currently in its third season....

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  • Jun 14, 2022
ChallengeHer Series: An Interview with Preeya Voss

For too long, the sales industry has excluded, diminished, or downright ignored the voices and...

  • blog
  • May 23, 2022
A New Sales Challenge: Gridlocked Purchasing

Nowadays, thanks to companies like Carvana and Autotrader, it has become less necessary to interact...

  • blog
  • May 05, 2022
2022 Pulse 4 Survey Results

Challenger is conducting a series of pulse surveys to understand the legacy 2020 had on...

  •  Infographic
Thriving In A Buyer’s Market: Key Emerging Trends In Customer Purchases

Today’s winning sales teams anticipate changes in buying behavior by placing the buyer’s perspective front...

  • blog
  • Apr 27, 2022
Do Barefooted People Really Need Shoes?

Let’s face it. Most people aren’t that fond of taking retrospective surveys. They take up...

  • blog
  • Apr 11, 2022
2022 Pulse 3 Survey Results

Challenger is conducting a series of pulse surveys to understand the legacy 2020 had on...

  •  Infographic
Supply and Demand: Is Transparency the Cure?

Some Key Questions Suppliers Need to Ask Themselves in 2022 It seems impossible, now that...

  • blog
  • Mar 17, 2022
We’re Getting Noticed!

Challenger is incredibly honored to announce that we’ve recently won two big Industry awards for...

  • blog
  • Mar 16, 2022
Active Listening: More Than Just a Soft Skill

With distractions all around us, it is no surprise that many people struggle to remain...

  • blog
  • Jun 15, 2022
Turning Mediocre Supervisors into World Class Coaches

Imagine asking reps or supervisors in your contact center: “Who was the best coach you...

  • blog
  • May 27, 2022
Why Year-End Reviews Aren’t Enough

We’re hot off everyone’s favorite season of the year: year-end reviews! You’ve met with your...

  • blog
  • Apr 26, 2022
Assessing the Impact of an Effortless Experience

We’re delighted and honored to share our silver Stevie Award for being one of the...

  • blog
  • Apr 05, 2022
We’re Getting Noticed!

Challenger is incredibly honored to announce that we’ve recently won two big Industry awards for...

  • blog
  • Mar 16, 2022
CEO Statement on the Challenger Rebrand

Challenger recently refreshed our logo and other brand elements. Our CEO, Andee Harris' statement on...

  • blog
  • Feb 25, 2022
To Stand or Not To Stand

I finally did it. After talking about it for over a year, I finally invested...

  • blog
  • Feb 25, 2022
What Your Customers Want . . . TODAY

FACT: We all feel different as customers today than we did two years ago. Personally,...

  • blog
  • Feb 14, 2022
Can You Help Me Train for Emotional Intelligence?

From time to time, companies ask us if we can train their customer service reps...

  • blog
  • Jan 20, 2022
The Worst Question a Service Rep Can Ask

Portions of the following blog are excerpts from our book, The Effortless Experience That title...

  • blog
  • Jan 05, 2022