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

The Two Secrets of Virtual Learning Success

Download The Two Secrets of Virtual Learning Success and get the insights you need to...

  • Whitepaper
Five Steps Sales Leaders Should Take NOW – Even in Uncertainty

The outbreak of COVID-19 is affecting business unlike anything we’ve seen in modern history. The...

  • blog
  • Mar 25, 2020
An Update on Coronavirus Pulse Survey Results

Challenger first surveyed a cross section of B2B commercial leaders on March 6th . We...

  • blog
  • Mar 20, 2020
UPDATE Snapshot of Responses to Coronavirus

Given the rapidly evolving nature of this 'Black Swan' event, we released an updated version...

  • Infographic
Tales From the Road: A Story of Hope From the Last Recession

They always say people remember what they were doing when a major catastrophe strikes…think JFK,...

  • blog
  • Mar 18, 2020
Preparing Sales Teams to Work Virtually in Uncertain Times

The outbreak of coronavirus is propelling a lot of B2B commerce toward virtual. In an...

  • blog
  • Mar 12, 2020
A Snapshot of Corporate Responses to Coronavirus

Given its focus on in-person relationships, few functions are more impacted by the emergence of...

  • blog
  • Mar 06, 2020
Snapshot of Responses to the Coronavirus

Access an infographic with insights into how sales leaders and organizations are preparing for their...

  • Infographic
Turning a ‘Black Swan’ Disruption into a Leadership Opportunity

One of the more exciting opportunities of my job as a Challenger Advisor is “coaching...

  • blog
  • Mar 04, 2020
The AchieveIt Commercial Insight Message

Working with Challenger, AchieveIt overhauled its messaging strategy and emphasized specifically the Reframe, Rational Drowning...

  • Video
Customer Service Leaders in Response to Coronavirus

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

  • Infographic
Navigating Customer Service and Support in Uncertain Times

It’s safe to say that the first few months of 2020 will not be soon...

  • blog
  • Mar 13, 2020
How to Drive Your AHT Down to Zero

I love Dilbert cartoons. My favorite closely aligns with my day-to-day work and portrays Dogbert...

  • blog
  • Feb 05, 2020
Building the Business Case for Customer Effort

The Building the Business Case for Customer Effort whitepaper breaks down compelling reasons to track...

  • Whitepaper
Key Capabilities to Drive Contact Center Rep Performance

Download the Key Capabilities to Drive Contact Center Rep Performance whitepaper for insights into how...

  • Whitepaper
The Uncommon Customer Experience: Service

Download the Uncommon Customer Experience Service Whitepaper for insights into what's needed to build a...

  • Whitepaper
A Megaphone For Complaints: Social Media’s Impact on Customer Service

You've seen the social media posts that have gone viral when a company's customer service...

  • blog
  • Dec 19, 2019
CCW Austin 2019: Your Customers Don’t Want a Relationship With Your Reps

Last month, a few of us on the Effortless Experience™ team attended Customer Contact Week...

  • blog
  • Oct 24, 2019
The 3 Things That Bad Customer Service Coaches Do

Are you convinced that coaching is a waste of time because it doesn’t move the...

  • blog
  • Sep 26, 2019
Between a Rock and a QA Hard Place

I overheard a conversation about QA at one of our client's sites recently: "Have you...

  • blog
  • Aug 16, 2019

“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