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

“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

2021 Pulse 2 Survey Results

It’s 2021, and Challenger is looking forward. This year, we are seeking to understand the...

  •  Infographic
Challenger Skills in 2021: Video Reviews

We know some of you are moving a mile-a-minute and many of you only have...

  • Video
Challenger Skills Part 3: Which Skills Are Most Important in 2021?

This post concludes a series we began a few weeks ago: Our first post looked...

  • blog
  • Feb 23, 2021
Are your sellers showing up in the moments that matter?

A sales leader from a mid-sized, U.S. based SaaS company recently asked me: “How should...

  • blog
  • Feb 18, 2021
TEMPO Diagnostic Tool

The TEMPO diagnostic tool is designed to help sales leaders decide which sales “experiences” to...

  • Calculator
Challenger Skills Part 2: What has changed in 2020?

Last week, I shared a snapshot of our ongoing Challenger assessment data and how Challengers...

  • blog
  • Feb 16, 2021
Challenger Skills Part 1: Are Challengers still high performers?

2020, it seems safe to say, will be remembered as a year when events conspired...

  • blog
  • Feb 09, 2021
2021 Pulse I Survey Results

It’s 2021, and Challenger is looking forward. This year, we are seeking to understand the...

  •  Infographic
2021 Pulse Survey 1: An optimistic start to the year

One Presidential inauguration, several COVID vaccines, and an enthralling short squeeze involving GameStop later, and...

  • blog
  • Jan 29, 2021
2020 Year in Review | Creating Demand in the New Normal

2020 was a year in which we were forced by circumstances to revise all of...

  •  Video
Effortless Experience Resource Center

The TEMPO diagnostic tool is designed to help sales leaders decide which sales “experiences” to...

  • resource
Top Effort Drivers to Avoid? YES PLEASE!

Once again, Matt Dixon, Chief Product and Research Officer at Tethr (and co-author of our...

  • blog
  • Feb 26, 2021
Effortless Experience How-To Videos

We know some of you are moving a mile-a-minute and many of you only have...

  •  Video
The Science of Positive Language in Customer Service

Take a second and think about a time when you were trying to make plans...

  • blog
  • Feb 11, 2021
Why We Decided to Remove Issue Diagnosis from the QA Scorecard

Quality assurance (QA) has long been considered one of those necessary evils of the contact...

  • blog
  • Jan 22, 2021
Your Customers Need a Consultant

Customer service training has historically been focused on soft skills - teaching reps to be...

  • blog
  • Dec 08, 2020
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
Customer Service: Greasing the Wheels of Wallet Spend

Last year, I had a bad customer service experience. It was a months-long struggle to...

  • blog
  • Oct 29, 2020
Effective Virtual Training: Lessons Learned (Part One)

Work-from-home programs have long been popular in contact center organizations for numerous reasons (employee engagement...

  • blog
  • Oct 19, 2020
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