Learning paths
Improving the customer experience requires a commitment to training the professionals who make up the contact center environment.
To achieve this, we have designed a training model based on the Experience Factory, from different dimensions and with the necessary sectorial customization: insurance and finance, telecommunications, healthcare, retail, utilities, leisure, …
All of this guided by various experts who make each training session a memorable experience, not only for their knowledge, but also for the practical skills that we promote among the students. We apply the “learning by doing” methodology.
We provide training based on our reference model “The Experience Factory”.
Do you want to know what it consists of?
Enjoy Learn Get trained at the Experience Factory!
Strategy
How can we help you?
We teach how to create Customer Journey Maps, Customer Archetypes, and Empathy Maps as basic tools to identify expectations and needs, to generate Wow Moments and to detect Pain Points.
Together we build the “TOM”, Targeting Operating Model, to establish the design criteria of the processes, the organization, the service channels, and the systems necessary to guarantee the experience we have imagined for our customers and that we will provide in our Contact Centers.”
People Management
How can we help you?
We collaborate in the continuous development of your team’s talent, ensuring a successful employee journey (MAVE). To this end, we train and raise awareness at all stages of the Employee Journey Map by applying best practices in all of them: employer branding, recruitment, initial and talent development training, recognition plans, sales promotion, compensation models and management of employee departures.
The goal is to turn our factories into talent centers where commitment, collaboration and enthusiasm generate WOW moments for employees and, therefore, for the customers they work with.
Relationship with Suppliers
How can we help you?
We offer training based on supplier relationship models, through our own methodology that develops the key points to consider in the bidding process.
Development and analysis of outsourcing strategies, the criteria for subcontracting, how to select a supplier and the key points in the governance model, and above all, remuneration.
Quality Management
How can we help you?
We have extensive experience in service quality and customer management training, experience analysis, empowerment, and excellence.
We teach you how to define the end-to-end Comprehensive Quality Plan (CQP) to ensure quality models that drive continuous improvement. We’ll also provide you with practical tools to empower quality technicians or supervisors in the continuous development of customer service agent talent.
Do you have questions? Talk to one of our experts
If you have questions about which is the ideal service for you or any other related question you can contact us through any of the channels we provide.
Would you prefer us to call you?
Information Management
How can we help you?
We help industry professionals identify, evaluate, and enchance date to convert it into strategic information. This includeslearning to understand and identify the most important types of biases, opportunity costs, uncertainty scenarios, as well as identifying and monitoring.
In addition, we help you develop the ability to transform data into stories, thus communicating more effectively by applying storytelling methodology to your presentations.
Processes
How can we help you?
Provide practical knowledge to build processes from scratch or improve existing ones, applying lean or agile methodologies to eliminate muda and ensure that services are provided with the customer experience in mind.
Identification of automatable processes and training to establish the criteria that allow their execution using RPA tools.
Resource Management
How can we help you?
We develop the skills to design or improve the performance of teams that require contact forecasting, team sizing, and shift planning, as well as real-time monitoring of results.
We train both in the design of models and in the management of existing tools to achieve the qualification of workforce management (WFM) technicians.
Technology
How can we help you?
We train you in the basic concepts around contact center systems and technologies: CRMs, ACD-IVR, RPAs, Contact Management, Knowledge Management, Quality Management, … and all those technological elements that the factory needs to provide memorable experiences.
The objective is to understand the necessary functional architecture, develop functional requirements, and evaluate available tools against the criteria the business requires to provide excellent services to customers.
And also ...
We also actively collaborate on regular and in-company programs offered by ESIC. We also teach various workshops and conferences on the topic of operations.
How our customers remember the experience
Resource Management
Do you want a tailor-made training that suits your needs?
Let’s design and learn together.
