Our upskilling methodology follows Adult Learning Principles and the upskilling theme is based on “Learning by doing”

 

The learning is highly interactive and requires active engagement of CX stakeholders: our programs include group activities, videos, role-play, games, riddles, entertainment, feedback, coaching, action plans and assessments.

 

The upskilling programs ROI are quantifiable and follows the Kirkpatrick model of training evaluations

 

The courses are modular, i.e. consisting of various modules. When these modules are combined, they form a course. A collection of courses constitutes the relevant program

 

Our Programs are facilitated in Arabic with English-based material

 

 

Our upskilling programs are focused on the Customer Experience. Delivering a superior CX is a key learning objective across our three program streams

 

▪Focused on delivering excellence in CX for both Frontliners and Supervisors

▪Focused on transforming supervisor as a coach (SaaC)

▪Focused on boosting employee engagement for an enhanced Employee Experience “EX”

 

▪Focused on CX quality monitoring and coaching

▪Focused on CX workload management through effective capacity planning across channels (e.g. bank tellers and contact center agents)

 

▪Focused on facilitating a CX Strategy Workshop for middle and sr management