PROFESSIONAL CONSULTING & TRAINING SERVICES

Delivery Options

  • 1-Day Intensive: Fast upskilling for pilot teams.

  • 3-Day Deep Dive: Full transformation with practice and coaching.

  • Hybrid / Virtual: Flexible formats for distributed teams.

Why This Masterclass Matters

  • 86% of customers will pay more for exceptional experiences.

  • A 5% boost in retention can lift profits by up to 95%.

  • Poor service costs businesses $4.7 trillion annually — training your team is the fix.

Deliverables

Pre-Engagement / Diagnostic Deliverables

  • Customer Experience (CX) Audit Report
    Benchmarking current call center performance against industry standards (FCR, CSAT, NPS, AHT, etc.).

  • Stakeholder Interviews & Findings Deck
    Summaries from leadership/agent discussions.

  • Baseline Metrics Dashboard
    Data visualization of turnover, training ROI, QA scores.

  • Customized Learning Pathway
    Roadmap showing which modules, workshops, or simulations are recommended for that client.

Training Session Deliverables

  • Facilitator Slide Decks (branded for client)
    Clean, professional visuals that can be reused internally.

  • Participant Workbooks / Handouts
    Print or PDF “companion guides” for each module.

  • Interactive E-Learning Modules
    Hosted on your LMS or theirs, with SCORM/xAPI compliance.

  • Simulation Tools
    AI chat simulators, role-play cards, scenario decks, personality-style matrices.

  • Job Aids & Cheat Sheets
    Quick-reference cards (“LEVER” framework, empathy scripts, escalation map, etc.).

Post-Training Reinforcement Deliverables

  • Manager Playbook / Coaching Guide
    Ensures supervisors know how to reinforce new behaviors.

  • 90-Day Action Plan
    Checklist of key initiatives with accountability roles.

  • Performance Improvement Dashboard
    Follow-up metrics showing training impact on FCR, repeat calls, CSAT.

  • Knowledge Hub Access
    Cloud repository with recordings, handouts, templates.

  • Micro-learning Drip Series
    Short follow-ups via email/SMS/LMS to reinforce skills.

Digital / E-Learning Deliverables

  • E-Learning Modules

    5-module masterclass with assessments and interactive scenarios.

  • Self-Paced Learning Portal

    Client-branded LMS space with single sign-on access.

  • Digital Credentialing

    Verified digital badges for employees who complete training.

  • Microlearning Drip Campaign

    Scheduled reinforcement via email or SMS over 30–60 days.