To meet growing customer demands, employees must be ready to deliver exceptional service, an enhanced customer experience, through omnichannel communication.
Creating CX learning experiences is what we do best. Having spent more than two decades specialising in the CX and contact centre space we are the ‘go to’ provider of CX learning solutions that deliver real results.
Our CX learning experts are continually evolving and developing delivery methods that meet our clients’ unique needs. We deliver face to face, virtual classroom solutions as well as digital programmes and blended experiences. We do all of this in-house with our team of experts.
In Person
Virtually
Digitally
Blended
We create transformational learning experiences across various industries and sectors globally, including insurance and financial services to retail and transport.
We develop unique experiences that meet our clients’ objectives, whether they are to increase sales or create a sale through service culture, deliver a better customer experience, provide vulnerable customers with an enhanced service, or are introducing LiveChat to employees that require upskilling.
Delivering real learning results runs through our DNA and is what has made us different from competitors since we developed our first learning programme. Don’t just take our word for it, get in touch today to see some of our client case studies. Why not ask to speak to one of our clients? After all, we are proud to have 100% client advocacy!
To create the best content and the most interactive and inventive CX learning experiences, we partner with our clients to understand every aspect of their culture and the ‘business gap’ they’re trying to fill. This means that when people engage with our learning, it feels relevant, focusses on their world and is results driven. This focus keeps learners engaged and eager to test their learning back in their role, which positively impacts their performance.
Our approach has already delivered many successful results for our clients and we believe it is a key factor which make us different. It ensures we deliver practical, impactful and performance focused learning experiences.
Our approach is unique to each client’s requirements; we can create bespoke, large scale transformations or work from existing frameworks we’ve already tried and tested. All of our solutions aim to reduce costs and deliver tactical interventions.
When you partner with us we create unique, large scale transformational solutions, or sometimes using our ‘fast deployment frameworks’ is more effective. We customise the framework to keep costs down and deliver tactical interventions.
The Challenge
Next had introduced Live Chat as a channel to help them better serve their customers. Although initial training had been provided, customer feedback identified some opportunities for further development with regards to language and personalisation. Next had heard about our ‘Getting the best out of Live Chat’ programme and how it had been effective at achieving results for other organisations and requested our support.
The Solution
Initially, we spent time, both on and off site, to carry out a full Learning Needs Analysis. This involved spending time observing the Live Chat teams, organising focus groups with the Team Managers, Induction Trainers and Advisors and reviewing samples of Chat logs and training modules that were provided. This helped us to customise our existing programme to meet their specific needs. We were then able to deliver the modules with great impact and provide the delegates with practical learning which could be immediately applied to their roles.
The Result
The groups were fully engaged and responsive to all the activities and techniques covered during the session. Much of their evaluation was centred on the course being great fun, very engaging, and involving many practical activities to stimulate the group. Some described it as ‘the best training session ever’ and ‘the best training and trainer by far’. Personal commitments pledged by the delegates included to be more natural, be free spirited and less stuffy when engaging with customers, be confident to speak assuredly and to improve the general efficiency of their Live Chat function.
The Challenge
The issue faced by our client was based around the development of such a strong culture on efficient running of their service, that the customer experience had been compromised as a result. This resulted in a stream of complaints around ‘driver attitude’ across the region. They realised, in order to improve reputation and increase revenue, it wasn’t enough to just get people from A to B and instead, they had to develop a much stronger proactive customer experience mindset within their driver community to improve how they treated the customer.
The Solution
We identified early on that this issue was cultural within the organisation and so this was going to require work across all levels. We designed and delivered initiatives to Directors and the Senior Leadership Team, Middle Management and Customer Champions over a 12-month period. We started at the top with our ‘North Star principles’ to ensure the Senior Leaders understood how to effectively support their people. This was then reinforced across all levels with subsequent workshops.
The Result
We have delivered facilitated workshops to all key levels outlined which were extremely well received with everyone bought into the change and wanting to make it happen. We received some fantastic comments from learners including: “It’s good to see the direction we are taking, very exciting!” and “Enlightening and helpful. I have already started implementing this”, however the most incredible impact of the solution delivered was to see a 20-point uplift in NPS in just 6 months as this was their customers feedback.
The Challenge
We were approached by Autoglass to conduct a Learning Needs Analysis to help them understand where development was needed and what could be done to support this. Our analysis process incorporated call listening, focus groups, and a review of systems and processes. On completion, we identified some key areas for development. These included: closing sales, personalising the customer experience and an opportunity to increase savings via more effective call handling.
The Solution
There were some key workstreams developed as part of our solution. The first required a full overhaul of the Quality Framework to create a new and simple structure along with supporting guidelines to highlight ‘what good looks like’. The second, was to design and deliver an interactive skills development workshop for circa 200 Advisors with a focus on ‘how to achieve gold’. And finally, to ensure ongoing success, we delivered workshops for the Manager population around using the new Quality framework and developing their coaching skills to effectively support their teams.
The Result
Autoglass saw some fantastic results on the back of the learning experience including: Compliance framework ‘red’ scores being down by 18%, mentioning the online portal for self-service was up by 52%, actual online portal use by Customers increased by 22%, accuracy of email address captured was up 1.5% and product ID questioning improved by 22% which was the reduction in wastage and repeat calls. Autoglass invested £80,000 in this solution and within six months had a return on investment of £330,000.
