How can companies ensure sustained improvement in empathy and active listening skills among their CX ambassadors beyond initial training programs?

Companies can ensure sustained improvement in empathy and active listening skills among their CX ambassadors by providing ongoing training and development opportunities. This can include regular workshops, coaching sessions, and feedback sessions to reinforce these skills. Additionally, incorporating empathy and active listening into performance evaluations and setting specific goals related to these skills can help employees stay motivated to improve. Creating a supportive and inclusive work culture that values and rewards empathy and active listening can also encourage ambassadors to continue honing these skills beyond initial training programs.