Arlington, Va., May 12, 2016 – Best practice insight and technology company, CEB (NYSE: CEB), has been recognized by Horizon Interactive Awards for its Effortless Experience™ Capabilities Builder in the Training/eLearning tools category. Developed in partnership with Allen Communications, CEB’s interactive module is based on research and proven best practices from the world's leading contact centers, identifying the drivers of customer effort and distilling the information into a holistic skills framework.
The module helps to refine customer service reps’ skills around tailoring communication styles, establishing ownership and advocacy, active listening and surfacing additional information, among others. These skills, when combined, have been shown to reduce customer effort by up to 82 percent, since 65 percent of customer effort is driven by the customer’s interpretation of how the representative made them feel during a service interaction.
“We are honored to have the Effortless Experience Capabilities Builder recognized as a leading interactive training tool for customer service organizations worldwide,” said Lauren Pragoff, director of talent solutions, CEB. “Considering the impact that customer effort has on loyalty, it’s imperative that organizations prioritize their training efforts to help reduce the amount of effort customers must put forth when interacting with the company and this tool is specifically designed to address just that.”
Through a combination of live and virtual learning platforms, CEB’s Effortless Experience Capabilities Builder teaches customer service reps how to:
- Flex communication styles to customers’ personality types
- Handle “baggage” from previous experiences that customers bring with them
to a service interaction
- Engineer the customer experience
- Help customers avoid future or related issues
Horizon Interactive Awards is a leading and globally recognized award agency, honoring excellence in the field of interactive and creative media production. The competition awards cutting-edge web sites, videos, online advertising, print media and mobile applications from organizations around the world.
For more information on CEB’s offerings, visit the Effortless Experience™ Capabilities Builder.
CEB is a best practice insight and technology company. In partnership with leading organizations around the globe, we develop innovative solutions to drive corporate performance. CEB equips leaders at more than 10,000 companies with the intelligence to effectively manage talent, customers, and operations. CEB is a trusted partner to nearly 90% of the Fortune 500 and FTSE 100, and more than 70% of the Dow Jones Asian Titans. More at cebglobal.com.