How can companies ensure that the skills and knowledge gained from quarterly CX trainings are consistently applied by frontline employees in their day-to-day interactions with customers?

Companies can ensure that the skills and knowledge gained from quarterly CX trainings are consistently applied by frontline employees by implementing regular performance evaluations and feedback sessions. Providing ongoing coaching and support to reinforce the training concepts and encourage application in real-world scenarios can also be effective. Additionally, incorporating the training content into daily team huddles or meetings can help keep the information top of mind for employees. Lastly, creating incentives or recognition programs for employees who consistently demonstrate the desired skills and knowledge can further motivate them to apply what they have learned.