How can companies ensure that their CX ambassadors are consistently applying the empathy and active listening skills learned in training when interacting with customers on a day-to-day basis?

Companies can ensure that their CX ambassadors consistently apply empathy and active listening skills by providing ongoing training and refresher courses. Regular feedback and coaching sessions can help reinforce the importance of these skills and provide opportunities for improvement. Implementing quality assurance measures, such as call monitoring or mystery shopping, can also help to ensure that ambassadors are meeting performance expectations. Additionally, creating a positive and supportive work environment that values and rewards empathetic behavior can encourage ambassadors to consistently apply these skills in their interactions with customers.