How can companies ensure that the skills and knowledge gained from quarterly CX trainings are being effectively implemented by frontline staff in their day-to-day interactions with customers?

Companies can ensure that skills and knowledge gained from quarterly CX trainings are effectively implemented by frontline staff by providing ongoing coaching and support. This can include regular feedback sessions, role-playing exercises, and monitoring customer interactions. Setting clear expectations and goals for staff based on the training outcomes can also help ensure application of new skills. Additionally, incorporating customer feedback and satisfaction metrics into performance evaluations can incentivize staff to apply their training in their daily interactions. Regular reinforcement of training materials through reminders, job aids, and refresher courses can also help solidify learning and application of new skills.