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

2021 Pulse Survey 7: High sentiment…and high turnover? What Q4 looks like now.

B2B sentiment remains strong as we move through the fourth quarter, staying well above the...

  • blog
  • Nov 05, 2021
2021 Pulse 7 Survey Results

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

  •  Infographic
Three Steps to Make Good Sales Advice Stick

“To profit from good advice requires more wisdom than to give it.” – American Playwright...

  • blog
  • Sep 22, 2021
2021 Pulse Survey 6: Optimism is up…for now

After a bit of anxiety with last month’s dip, it’s good to see sentiment rebound...

  • blog
  • Sep 21, 2021
2021 Pulse 6 Survey Results

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

  •  Infographic
2021 Pulse 5 Survey Results

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

  •  Infographic
2021 Pulse Survey 5: The rise and fall of optimism

After a few optimistic months it appears that commercial sentiment has moderated and optimism is down a bit. In this latest...

  • blog
  • Aug 11, 2021
Levelling Up to Gold

“Man, she did NOT stick that landing!” I say as I shove another handful of ridged...

  • blog
  • Aug 06, 2021
2021 Pulse 4: Building the Pipeline Moving Forward

At the end of May, about a month ago, we saw a striking rise in...

  • blog
  • Jul 14, 2021
2021 Pulse 4 Survey Results

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

  •  Infographic
A Factory of Sadness

Years ago, back in our CEB days, we used to share a slide that labeled...

  • blog
  • Nov 10, 2021
How to avoid the Great Resignation with Good Engagement

In Gartner’s recent 2021 Customer Service Rep Role and Experience Survey, data shows that only...

  • blog
  • Sep 24, 2021
Soft Skills: Nothing More than Customer Service Table Stakes

There likely is not a contact center in the world that isn’t focused on improving...

  • blog
  • Jul 28, 2021
The Effortless Experience™ as Life Skills: Beyond the Contact Center

This guest post has been authored by Kirby Horvitz, Challenger Effortless Experience alumni consultant. Opinions...

  • blog
  • Jul 13, 2021
Effective Virtual Training: The Ground Rules (Part Two)

The title of this should probably read along the lines of “Effective Virtual Training: From...

  • blog
  • May 27, 2021
Technology Won’t Save You

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

  • blog
  • Apr 22, 2021
The Fourth Era of Customer Service is Here

A few weeks ago, I attended a webinar jointly held by CCW and Vonage titled...

  • blog
  • Apr 05, 2021
Effortless Experience Resource Center

To help you navigate the current uncertainty caused by the unprecedented global pandemic, Challenger is...

  • 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