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.
High effort experiences cost 37% more than low effort experiences
Ready to implement an Effortless Experience?
“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.”