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