How can companies effectively measure and track the impact of ongoing training and support initiatives on employee attitudes and customer service performance during challenging interactions?

Companies can effectively measure and track the impact of ongoing training and support initiatives by using key performance indicators (KPIs) related to employee attitudes and customer service performance. This can include metrics such as employee satisfaction scores, customer feedback ratings, and resolution times for challenging interactions. Regular surveys and feedback sessions can also provide valuable insights into the effectiveness of training programs and support initiatives. Additionally, tracking changes in customer satisfaction levels and repeat business can help determine the overall impact of training on customer service performance during challenging interactions.