Quality Assurance Transformation

This engagement helps you rebuild your quality assurance process to focus on meaningful behaviors instead of rote checklist items.

A 1-day workshop is included to teach you how to evaluate calls using a flexible, behavior-based framework and deliver performance feedback with a trends-based listening approach. We help you select the right competencies for your team and provide change management support following the workshop.

12%

Percentage of service leaders who believe their current QA process is effective

Via the Rep Competency Selection Assessment, our team will help you tailor a QA framework for your organization
We’ll facilitate an in-person workshop to introduce a new call-listening approach, focused on trends in performance
Implementation support includes a variety of tools and templates to help you introduce the new QA program

Ready to implement an Effortless Experience?

Contact us

Resources

7th Challenger Pulse Survey Results

Challenger’s most recent pulse survey of sales leaders continues to examine changes in sentiment regarding...

  • blog
  • Jul 20, 2020
7th Challenger Pulse Survey Results

Download the results of the 7th pulse survey now. This series of anonymous surveys to...

  • Infographic
Aligning Challenger™ Skills to Your Sales Process

A certain man wanted to learn to play the piano. He watched skilled players for...

  • blog
  • Jul 16, 2020
6th Challenger Pulse Survey Results

Our previous pulse survey of sales leaders, issued May 6, revealed respondents anticipating that it...

  • blog
  • Jun 09, 2020
6th Challenger Pulse Survey Results

Download the results of the 6th pulse survey now. This series of anonymous surveys to...

  • Infographic
Unlocking Your Team’s Inner Drive, Part 2: Embracing Mistakes

This is the second article in a three-part series, “Unlocking Your Team’s Inner Drive,” from...

  • blog
  • Jun 08, 2020
Breaking Through the CFO’s Budget Firewall: How to leverage recent wins to adapt & scale your go-to-market messaging

Like many folks in Sales who have traveled extensively for business, you may recall when...

  • blog
  • May 22, 2020
Unlocking Your Team’s Inner Drive, Part 1: From Performance to Learning

This is the first article in a three-part series, “Unlocking Your Team’s Inner Drive,” from...

  • blog
  • May 20, 2020
Remove Friction

As the world confronts the human and economic cost of COVID-19, sales leaders must focus...

  • blog
  • May 13, 2020
5th Challenger Pulse Survey Results

Download the results of the 5th pulse survey now. This series of anonymous surveys to...

  • Infographic
Effortless Experience™
CCW Takeaways

  • Whitepaper
So You Think You Can Change?

Think about the last time you tried something new. Most likely, you felt excited, but...

  • blog
  • Jul 30, 2020
Being the Best Virtual Coach You Can Be

Being a successful coach is tough. Being a successful coach when you are working from...

  • blog
  • Jul 28, 2020
Driving Employee Engagement Remotely – Service Leader Pulse Survey 3 Results

As customer service and support leaders continue to react to and manage through the COVID-19...

  • blog
  • Jun 30, 2020
The Coaching Imperative

Coaching is the top driver of rep performance. Find out why coaching is so powerful,...

  • Whitepaper
The Battleground for Good Customer Service Talent is About to Heat Up

In my previous post about the contact center industry’s response to the global pandemic, I...

  • blog
  • Jun 11, 2020
Coaching Accountability in a Virtual World

Fact: Creating a culture of coaching accountability is hard. Through numerous coaching effectiveness surveys that...

  • blog
  • May 26, 2020
Waning Optimism and Waning Contact Volumes – Service Leader Pulse Survey 2 Results

It has been about six weeks since our first survey results were released detailing service...

  • blog
  • Apr 27, 2020
Bold Decisions During Uncertain Times

I’ve been talking to a number of customer service leaders over the last three weeks,...

  • blog
  • Apr 07, 2020
Customer Service Leaders in Response to Coronavirus

Download the infographic with insights into how customer service leaders and organizations are preparing for...

  • Infographic

“The Challenger Sale speaks to the core of how we’re engaging with our clients. We want our sales force to deliver insight and value, not sales pitches. That’s why our entire organization is being trained on the skills and behaviors that make Challengers successful. “

Kevin Warren, President US Client Operations Xerox

“Customers felt that I was bringing value and knowledge to their business.”

Professional Sales Representative, Kimberly-Clark