How can companies ensure that the knowledge and skills gained from quarterly CX trainings are effectively implemented by frontline employees in their day-to-day interactions with customers, and what strategies can be put in place to reinforce and sustain these improvements over time?

Companies can ensure that knowledge and skills gained from quarterly CX trainings are effectively implemented by frontline employees by providing ongoing support and coaching, setting clear expectations and goals, and incorporating the training content into regular performance evaluations. Strategies to reinforce and sustain these improvements over time include regular refresher courses, peer-to-peer learning opportunities, and recognition and rewards for employees who demonstrate exceptional customer service skills. Additionally, creating a culture that values continuous learning and improvement can help embed these practices into the organization's DNA.