TECHNOLOGY > TRAINING

Interactive Training Tool Aims to Improve Customer Service Interactions

WESTPORT, Conn.—Communico Ltd. last month unveiled MAGIC Workouts, an online, educational reinforcement tool that intended to increase the quality and consistency of customer service interactions.

MAGIC (for make a great impression on the customer) Workouts helps standardize the quality and consistency of interactions across all associates and service centers, according to a company announcement. It reinforces MAGIC training (or other customer service training) and measures individual, group, and overall service center performance.

The training is intended to help associates learn to respond to questions from a new product launch; handle difficult issues and complaints in less time; and identify their own strengths and weaknesses and learn specific ways to improve, the announcement said.

Workouts are delivered, assessed, and monitored through a web-based application. The application guides associates to listen to audio recordings of simulated customer interactions. Samples can be tailored to the types of customer contacts your associates handle, according to the announcement.

Workouts also allow associates to assess the customer interaction using your quality assessment form, the manufacturer’s 33 Points of MAGIC, or a combination of the two.

Managers and supervisors can run on-demand reports to evaluate their teams’ performance, the announcement said. Reports track the progress of individuals and groups, assess associates’ ability to apply learning, and identify areas where additional training is necessary.

www.communicoltd.com

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