Customer service training – a high priority for
customers and business leaders.
Customers and business leaders agree that training for customer
service representatives should be a high priority.
When asked about their customer service investment priorities, more business leaders chose
training than any other customer service investment (except for 24/7 customer service
availability). Interestingly, customers ranked these same two areas--24/7 availability and better
training--as the top investments they believe businesses should make, but in reverse order.
Providing training to supervisors as well as associates can drastically
impact the Customer Experience in situations where a live associate
is interacting with a customer. We partnered with a Fortune 100
telecom company to provide a coaching development program for
contact center supervisors to quickly drive transformational results.
Within six weeks of coaching, Voice of the Customer Representative
Satisfaction improved by more than 4% overall, and by more than
10% for a supervisory team targeted for improvement; the
company's First Contact Resolution (FCR) percentage also increased
by 40 basis points.
NORTHRIDGE SUCCESS STORY
While business leaders believe their company already has appropriate training and
learning management systems in place, 92% of business leaders would like to provide
additional training to their customer service representatives, with soft-skills training
being the top area of investment and/or improvement at 29%.
BUSINESSES
CUSTOMERS
24/7 customer
service availability
Better training for
customer service
representatives
01
02
01
02
24/7 customer
service availability
Better training for
customer service
representatives
Service Availability and Training Rank as the
Top Two Investment Areas for Performance and Experience