How can companies measure the success of their customer service representatives' training in emotional intelligence and adaptability skills, and what metrics can be used to track improvements in the customer experience?

Companies can measure the success of their customer service representatives' training in emotional intelligence and adaptability skills by conducting pre and post-training assessments to track improvements in these areas. Metrics such as customer satisfaction scores, customer retention rates, and average handling time can be used to track improvements in the customer experience. Additionally, monitoring the number of escalated complaints or positive feedback received after training can also provide insights into the effectiveness of the training program.