Transforming customer experience through learning and development
Because new hires are costly, there’s a temptation to cram onboarding knowledge into people’s heads as quickly as possible, while perhaps also ignoring the softer people skills that are also essential in customer-facing teams. Leaning on Ember’s blend of industry experience and learning & development best practice, you can tailor development and induction solutions that maximise the effectiveness of teams and individuals, and really make knowledge stick.
With our bespoke onboarding programme tailored to your world you can accelerate time to competence and boost your people’s soft skills.
Following a review of your current on-boarding processes, we will agree together your preferred target outcomes, and develop a digital-first programme geared to your needs, either optimising your existing programme or building and designing a fresh programme.
To help consolidate the learning, we offer an online knowledge retention tool, Errol Owl. This fun quiz-based platform can take as little as 60 seconds a day to complete – a fast-paced repetition mechanism that is proven to make knowledge stick. Managers and trainers can use the data in the system to identify where additional support is needed for individuals, or where an element of the onboarding programme isn’t yet landing well.
And to optimise team and individual effectiveness, we offer a wide range of popular workshops that are ready to plug and pay as standard, or can be customised to the specific needs of your organisation.
Our approach combines an in-depth understanding of the contact-centre world, state-of the-art digital skills, and expertise in the latest learning & development thinking.
To find out more about our solution, download the brochure.
Explore our solutions for turning compliance to competitive advantage:
"We were very impressed with Ember’s expertise in helping us to understand and then define our steps towards a best in class training strategy... Our business results are driven by our brilliant, capable people. Ember helped us to define and implement what was needed in the modern digital age to deliver legendary service to our customers."- RSA
"Ember are great! Amongst other things, they have also helped us learn how to talk to the customer. I really would recommend working with Ember. They have a great deal of experience in the wider industry and I have found their advice exceptionally valuable." - Chris McGrath, IT Programme Manager, Marks & Spencer
"The Ember project ranks as one of the most effective and smoothly delivered I have seen in 29 years in private healthcare." - Tony Yates, Hospital Director
"We very much appreciate all the support you and your team have given us, it gets us so much closer to what we were trying to do!" - Lewis Daniel, Director of Customer & People
Our Global Clients