Customized Training Programs

Enhancing the skills of your associates and leaders to ensure an exceptional experience:

“For those companies able to deliver this more human touch, the rewards are considerable. Delivering personalized experiences drives customer loyalty, with 70% of consumers saying a company’s understanding of their individual needs influences their loyalty, and 69% saying the same of personalized customer care. The issue is more pressing with business buyers, 82% of whom say personalized customer care influences loyalty.” Forester, Age of the Customer

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  • Positive Positioning; Customer Service: Ensuring your associates are positively positioning even the most challenging situation is essential in getting recommended, additional purchases and raving reviews. 

  • How Engaged are Your Associates? Why it Matters: Attrition can involve the loss of employees or the loss of customers - or both.  Conservatively, the cost of losing an employee, 30-40% of your employee’s first year compensation.  Based on your industry and position, could be higher.  The impact to your client base or growth can determine your businesses longevity. 

  • Measuring Your Client Experience: There is a considerable opportunity for companies to interact on an individual basis with customers — from personalizing marketing journeys, to providing informed and unique customer care, to better understanding a customer’s unique needs.

  • Is Your Customer Service Your Differentiator: Customer expectations are rapidly changing and will continue to do so. Seventy-five percent of consumers expect consistent experiences across multiple channels (web, mobile, in-person, social), with 73% likely to switch brands if they don’t get it.

    Companies excelling in personalized, efficient and effective customer experiences are making its service the differentiator creating client loyalty and promotion.

  • Change Leadership; Transformation through Adoption: Change is challenging, no matter your business.  Many well intended change efforts fail.  Leveraging John Kotter’s change leadership steps, organizations can make changes effectively happen.  Ensuring the change has been adopted is critical to realize the benefits you are seeking.   

Workforce Optimization

Contact center optimization is the most challenging aspect facing operations today. Being available when your clients need you while offering your associates flexibility is key to your contact center's success.

Do you need assistance balancing the needs of your clients and associates? We have proven strategies to help you get creative to ensure you are retaining your clientele and employees.

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Adoption Strategies

Effective Change Management Planning

How many of your projects have failed due to lack of adoption? Contact centers are continually changing, but many changes go by the wayside due to the lack of effective implementation. Many times project plans do not include the human factor, nor do they consider all of the adoption implications. Whether we work together on a one project, large-scale or multiple projects, we will collaborate with you to develop effective adoption plans and ensure the full initiative benefit.

Contact Centers

What is a contact center assessment?

In short, its an assessment designed to identify the unique needs of your contact center, also known as a call center or customer service center. A contact center assessment shows what opportunities to focus on in order to improve client service or employee engagement. Doing a holistic assessment will ensure that your recommendations will not have negative implications elsewhere in the operation. Assessments include technology, people, process and expectations to ensure a well-rounded evaluation.

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Quality Program: Increase Net Promoter Scores and Employee Engagement

How many metrics are you tracking for your associates? Does your team debate the quality "score" while missing the essence of the overall interaction? What behaviors are you creating with all the metrics? Too many metrics - without understanding the underlying behaviors - will not create the client experience you are aiming for. Developing and implementing a quality contact center program concentrated on the individual strengths of employees is extremely valuable. Identifying the unique needs of each client and moving away from the antiquated "checklist" or a metrics-only approach is a game-changer. Working with your team, we will create an engaging environment where associates are leveraging their strengths and clients are wowed by the experience.

Call Centers are fast-paced environments. Technology is advancing. Agility to make changes to support the ever changing client expectations is a necessity. Your contact center is your competitive advantage.
— Clare Huspeni
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Leadership Coaching

Leveraging Clifton Strengthfinder

Benefits: Team members are...

  • 6X as likely to be engaged at work

  • 7.8% more productive in their role

  • 3X as likely to have an excellent quality of life

  • 6X as likely to do what they do best every day

"It isn't until people know what makes them talented and unique that they know how to perform better in their job - or how to find one that's a better fit. Build better professional and personal relationships and be a better teammate. And to feel like they're improving, every single day." - Gallup Clifton Strengths Finder

Coaching programs can be customized based on your specific needs, incorporating other materials as needed. Examples of programs include:

  • Personal coaching; individuals, couples, teenagers

  • Leadership coaching; looking to understand your talents, leveraging them for peak performance

  • Team Building, New & Existing Teams; give your team the insights they need to work more effectively together

  • Five Dysfunctions of a Team Workshop; do you have a team that is struggling, lacks trust and the ability to work together? Combining great insights on the Five Dysfunctions of a Team with your team's individuals provides breakthrough discussions and on-going communication techniques.

  • Customized Workshops