Designing CX Training to Drive Optimal Business Outcomes

Watch to the full podcast here:

Or click here to just listen to the audio.

On today’s episode, we are super excited to welcome back our guest Sheri Kendall. Sheri is an expert in CX training analytics and is here to help us connect CX training analytics to our business outcomes. Sheri shares the 3 main areas of analysis: content, trainer, and design.

[ 7:44- 9:54 ] The first area of analysis is content analysis. This is all about gathering data and asking the right questions to find out if or what changes need to be made.

[ 11:36- 12:41 ] It’s important to think about your business partnerships. Communication is important, so it’s necessary to keep your communication and your relationships strong. This allows you to better work out problems and find out if the problem is with the training or a need for new tools.

[ 13:31- 16:05 ] The second main area of analysis is trainer analysis. This is done through well thought out smiley sheets. While smiley sheet questions tend to be very surface level, so it’s more effective to chose the right questions that lead to action.

[ 19:52-21:08 ] The final main area of analysis is design analysis. A good design includes everyone and has plenty of diversity. It’s important to make sure that everyone sees themselves in the teachings.

There are many different areas of analysis that are crucial in making sure that our businesses are running smoothly and with good customer satisfaction. Using these CX training analytics will greatly impact business outcomes.

To listen to a recording of this and other episodes, visit And to join our show live each week, go to

Read more

Compassionate Boundaries in Connecting Employees to the Resources They Need

Today we welcome back Jeremy Hyde Director of Customer Service for Sun Country Airlines to discuss how to appropriately help employees who are facing crisis in their personal life.

Read More

The Job No One Wants

If the agent is even remotely the kind of human who takes another person’s frustration and anger personally, the agent is going to be on the receiving end of a lot of negativity.

Read More

From Stay Interviews to Burnout Prevention: How Your Contact Center Can Invest in Agent Retention

When you find agents who are knowledgeable, empathetic, and great at their job overall, you want to keep them. Here are the top ways to ensure they stay.

Read More
Customer Contact Central