Implementing
Challenger Service™

Less effort, more love.

Deliver Uncommon Low-Effort Service
Our Challenger portfolio of Effortless Experience™ solutions is designed to support the consistent delivery of engaging, low-effort service experiences.
Effortless Experience™ Capabilities Builder

This program delivers transformation to your organization through hands-on change management support and direct training for your contact center reps. Specifically, 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.

Project planning and change management support

Two half-day workshops focused on sustaining change: one for senior leaders and one for supervisors

A series of three live classroom training sessions for reps that teach the 9 low-effort skills

Access to online reinforcement modules and skill builders, with built-in knowledge checks

Peer Practice Guidebook for facilitating scenario-based role plays

Reporting on e-learning completion and knowledge check results

Low-Effort Certification exam for reps at course conclusion

Effortless Experience Reinforcement Toolkit for skill practice and reinforcement

Trainer certification available

Coaching Capabilities Builder

This program teaches supervisors (frontline managers) how to coach according to our Integrated Coaching Framework, which was developed out of our research into behaviors of contact center supervisors who drive the biggest performance gains from their teams. The program uses a blended learning approach, and includes a live 2-day workshop to introduce concepts and an 8-week online learning program to reinforce and sustain behavior change.


Project planning and change management support

Before and after Coaching Effectiveness Survey to assess coaching performance

Participants receive individualized Coaching reports

Two-day live workshop with a Challenger facilitator

Eight-week online learning program

Coaching Corners sustainment guide with supervisor activities for an additional 12 months

Trainer certification available

Quality transformation Engagement

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.

Project planning and change management support from Challenger engagement team

One-day workshop focused on adopting the new QA framework (including a live calibration session)

Post-workshop implementation support, including feedback templates and call evaluation calculator

Let’s have a conversation
sales
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marketing
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service
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